Salmon helps Manchester Airport land new collaborative working system to track customer information
7 March 2003
Salmon Ltd, the IT services and consulting firm, today announced the
successful completion of an IT project for Manchester Airport that will
transform the way it tracks customer activity. The new eSales system
will improve efficiency within Manchester Airport's sales cycle.
This will enable better informed decision-making for the airport, which promotes flight routes to airlines, sells retail space and manages relationships with numerous external suppliers, airlines, handling agents, media contacts, and government representatives.
By using eSales 'formally OverQuota' from Relavis, Manchester Airport will be able to accurately track negotiations over their complex and protracted sales cycles. With the new system, account managers can now maintain a complete log of all activity with customers, such as phone calls, e-mails and written reports. This means that any change within a team will not affect the handling of customer accounts. As the system is based on Lotus Notes, the information can be integrated with the email and calendar environment. Any future actions for a particular account can therefore be flagged up to the appropriate account management team.
The eSales system will allow the business development team to have access to and visibility of all customer information from other departments, including up-to-date operational data. This avoids the danger of relations being damaged if the team were unaware of ongoing operational issues. Such risks existed when each department maintained its own standalone contact management system based on old software or home-grown databases. These information silos contained vital customer information that was not being shared. However, the new system will ensure the dissemination of this valuable data between departments and allow Manchester Airport to present a unified face to customers.
An additional advantage of the new system is that airport management can now quickly and easily examine activity within a customer account although the system will also allow for this information to be restricted only to those who need to be able to see such sensitive data.
Manchester Airport is aiming to deploy 200 licences in the near future, which will see the system rolled out across multiple departments such as retail, communications and ground transport, as well as to the three other airports within the group - East Midlands, Humberside and Bournemouth.
Hilary Liddell, Manchester Airports IS business relationship manager, said: 'The new system will significantly enhance our ability to maintain consistent relations with our customers. The business development team will have all the information, both past and present, that they need to successfully deal with our customers. We are extremely pleased and impressed with Salmon's ability to implement the new system on time and to budget. As well as being easy to work with, Salmon are also very flexible.'
Chris Harvey, MD of Salmon, said: 'By implementing this new eSales system, Manchester Airport has dramatically enhanced its ability to keep track of its long-term relations with customers. It also reinforces Salmon's untainted reputation for being able to deliver CRM projects on time and to budget.'