About Solairus

Solairus Aviation is a private aviation services company offering customized aircraft management and operation to suit your individual travel plans. It provides luxury private flights between its 75 bases across the world.

Challenge

It takes a lot of people to manage an aircraft, which requires a lot of communication. Solairus’s dispatch team was struggling to track the communications of their dispatch team and their customers mainly using Microsoft Outlook. They needed a better way everyone could coordinate with one another to prepare each trip more efficiently and jointly.

Solution

We walked through the current processes, understanding each pain point. This helped us develop a specific email-to- case flow using Service Cloud that fit their business needs while better coordinating communication. We built a process that included automation, email-to-case flows, flagging, tracking, reports, and dashboards to fulfill this.

Outcome

Crew members, customers, and support staff were finally able to better coordinate flights with Service Cloud. Customer emails are now automatically converted into cases that anyone with permission can open, making it easier than ever to view progress on a specific trip and serve the customer with more personal information. Team members can create reports from specific data points on a given account, contact, or case.

All dispatch communications are now centralized in Salesforce, streamlining the journey from the customer’s first call to takeoff.