OUR CLIENT
MAVCOM is an independent entity that regulates all economic and commercial matters which relates to civil aviation in Malaysia as well as striving to promote a commercially viable, consumer-oriented and resilient civil aviation industry which contributes to the nation’s economic growth.
Established on 1 March 2016, MAVCOM’s main functions include matters such as protecting consumer rights, resolving disputes between aviation industry players, managing air traffic rights and routes under public service obligations.
THE SCOPE
As a newly formed body, MAVCOM’s main purpose is to ensure that all consumer complaints regarding the aviation industry are managed properly. To do this, MAVCOM needed a system to handle consumer complaints and approached Lava Protocols to suggest a workable system and website for them to engage with consumers as well as their stakeholders.
SOLUTION
The main objective of this project was to provide a CMS (Complaints Management System) to our client and a platform where they can connect with consumers and stakeholders.
Lava Protocols implemented Salesforce Service Cloud for MAVCOM allowing them to engage with customers anytime, anywhere and deliver service across key channels. Using Salesforce.com Service Cloud as a standard case management platform helps the client track all consumer complaints, stakeholder’s response and consumer interactions. It also allows them to handle complaints faster by integrating case information with Salesforce Knowledge.
Consumers can reach out to MAVCOM with their complaint, enquiry, compliment or feedback in two ways:
➔ Using web forms
The Salesforce web-to-case feature allows consumers to submit their feedback or complaints via web forms. The route for these cases will be determined based on the assignment rules set by MAVCOM.
➔ Via Emails
The Salesforce.com’s email-to-case feature on the other hand automatically pushes emails created within the system to the dedicated inbox where the title of the email would become the case title otherwise known as the “subject” field, and the content of the email goes into the “description” field.
User training was provided for the implementations by Lava Protocols so that users at MAVCOM can easily adapt and familiarize themselves with the CMS.
The primary purpose of the website is to function as an information portal for MAVCOM and to engage with consumers and stakeholders. Lava Protocols designed and developed a comprehensive website using WordPress which through easy navigation, allows users to find information easily.
CAPABILITIES
MAVCOM has been thriving in providing a viable environment for the aviation industry by ensuring that airlines provide quality experience to both customers and employees. They’ve also introduced the Malaysian Aviation Consumer Protection Code that provides consumers with information of their rights as air travelers and how to exercise them.
By using the CMS implemented by Lava Protocols, MAVCOM has been able to easily manage consumer complaints via their webpage and keep them and their stakeholders informed on any new complaints received.
“Lava Protocol has been a reliable partner in establishing the new Complaints Management System at MAVCOM. They have the knowledge and expertise needed to develop and implement a sound Complaints Management System.” – Mohamed Sathik Ali, Manager – Consumer Affairs.
Lava is an authorised Salesforce Partner in Malaysia and has more than 9 years of cloud solutions, CRM implementation and consultation experience. We pride ourselves in not just being a CRM partner but in also understanding the needs of our customers and taking their business to the next level.