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CanJet Airlines is Canada's low fare airline. CanJet serves fifteen destinations in Canada and the U.S., including St. John's, Deer Lake, Moncton, Halifax, Ottawa, Montreal, Toronto, Calgary, Vancouver, New York LaGuardia, St. Petersburg, Sarasota Bradenton, West Palm Beach, Fort Lauderdale and Orlando, Florida.
Operating as a low fare airline CanJet needed a way to enhance customer service, handle call spikes, and reduce costs. CanJet turned to Voxify Automated Agents to handle flight status information.
CanJet had foresight. Based in Halifax, Canada, CanJet was no stranger to call spikes caused by weather-related delays. It had just gone live with Voxify's Flight Status Agent when a record snowstorm blanketed the Halifax area with 38 inches of snow. Flights were suspended and call volume increased by 8X. Customer Service Representatives (CSRs) were stranded and unable to get to their call center to take the calls. Fortunately, Voxify Automated Agents were up and running 24x7, handling all flight status calls.
Problem
- Needed to enhance customer service, handle call spikes, and reduce costs
Solution
- Voxify Automated Agent
- Deployed as a Hosted Managed Service
Benefits
- Flight status calls were seamlessly handled when a sudden snowstorm suspended flights and increased call volume by 8X
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