SunExpress digitalized customer relationship and marketing processes with Salesforce.

Founded in 1989 as a joint venture between Lufthansa and Turkish Airlines, SunExpress offers direct flights between Europe and Türkiye and to many destinations along the Mediterranean, Black Sea, North African and Red Sea coasts. With an average fleet of 84 aircraft in 2019, more than 90 destinations in 30 countries and 3,500 employees, it carries over ten million passengers every year.

The starting point

At an airline of this scale, passengers reach the company through many channels: the call center, digital channels, marketing campaigns and affiliate partners. SunExpress wanted to bring these touchpoints together in a single view of the customer, respond to service requests faster, and run its marketing communication from the same customer data.

What we did together

We built customer service on Salesforce Service Cloud and connected the call center to it with CTI. Callers are recognized as soon as the call begins, and agents start the conversation already seeing the customer’s history.

On the marketing side, we rolled out Salesforce Marketing Cloud and connected two channels to Salesforce: the affiliate marketing platform Awin and the video marketing platform Idomoo. Customers coming from affiliates and video campaigns are now managed in the same place as every other marketing channel.

Where standard features weren’t enough, we built custom applications for SunExpress. We automated repetitive processes and brought customer data from different systems into one central place.

The result

Today SunExpress has a 360° view of its customers across all marketing and service channels. Service requests are resolved faster, online engagement has sped up, and customer satisfaction has risen with it. Thanks to automated processes, integrated applications and centralized data, service levels in the relevant department increased by 90%.