Case Study
Boost operational efficiency through automating critical workflows, improving data accuracy, and fortifying security.
Transforming processes for higher accuracy, speed, and security in customer-focused operations.
engagement type
Staff Augmentation
product
Sales Cloud, Service Cloud, Experience Cloud
industry
Transport & Hospitality
Hawaiian Airlines is the largest operator of commercial flights to and from the U.S. state of Hawaii.
Overview
- Key Challenges: Manual workflows, data inaccuracies and security gaps.
- Key Solutions: Automation, better data handling and security.
- Key Results: Improved customer service, data accuracy and security.
challenges
- Manual Workflows: Manual processes in case management, premium services, and Formstack forms slowed operations.
- Data Integrity Issues: Formstack’s limited validation and translation led to incomplete data submissions.
- Redundant Case Management: Managing cases in both Salesforce and JIRA caused delays.
- Inconsistent Premium Airport Services: Manual handling of premium airport services led to delays and inconsistencies.
- Security Gaps: Outdated user profiles and permissions posed risks for scalability and growth.
Solutions
- End-to-End Automation:
- Via Salesforce Flows, covering case management and premium airport services.
- Integrated Salesforce and JIRA, eliminating redundant case management.
- Formstack Enhancements:
- Developed custom JavaScript for Salesforce validations and translations in Formstack.
- Implemented Formstack Documents to fix PDF generation issues.
- Security Overhaul: Restructured user roles and permissions to enhance access control and comply with industry best practices.
Impact
- Efficiency Boost: Automation reduced manual work, speeding up case management and premium service delivery.
- Improved Data Accuracy: Formstack enhancements ensured accurate submissions and smoother user experiences.
- Optimized Services: Premium airport services were faster and more reliable, improving customer satisfaction.
- Improved Data Protection: Strengthened security protocols, reduced risks, and ensured compliance, supporting HA’s growing operations.
