Community Self-Service Portal

The International Air Transport Association (IATA) is a trade association of the world’s airlines. Consisting of 290 airlines, primarily major carriers, representing 117 countries, the IATA’s member airlines account for carrying approximately 82% of total available seat miles air traffic.

Using the Salesforce Community Cloud the client wanted us to create a self-service customer fulfillment portal.

IATA logo

Project overview

Objective

The creation of a self-service customer fulfillment portal with improved user experience which decreases the likelihood of errors and increases data quality using Salesforce Community Cloud.

Solution

Creating and maintaining complex data structure with a multitude of rules that insures data quality and integrity.

Creating an ergonomic user interface that guides customers through all the steps of data entry and customer case creation.

Result

The solution we integrated is capable of scheduling annual re-validations of user-entered data. It also saves time by fully automating data entry by users and not requiring employee input beyond confirmations and sanity checks. The system rigidly controls data integrity and quality and allows data integrations with Mulesoft.

Business value

+

Data integrity and quality

-

Manual input

Salesforce solutions we used

SalesforcCommunity Cloud Logo

Features

Self-registration

Full self-service

Integrations

force.com Logo
Mulesoft logo

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