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Case Study

Hawaiian Airlines: Estimated Project

Case Study

Streamlined partner onboarding process and customer support.

A new self-service portal and resource center streamlined partner onboarding and eliminated the backlog.

Engagement

Engagement type

Estimated Project
Product

Product

Experience Cloud
Industry

Industry

Transportation & Hospitality
Hawaiian Airlines is the largest operator of commercial flights to and from the U.S. state of Hawaii.

Hawaiian Airlines is the largest operator of commercial flights to and from the U.S. state of Hawaii.

Overview
  • Key Challenges: Arduous partner onboarding and customer support
  • Key Solutions: New self-service portal and resource center
  • Key Impact: Streamlined partner onboarding, eliminated backlog
ChallengesChallenges
    • Migrate entire microsite to Salesforce and reconfigure it
    • Optimize the microsite for mobile, desktop and tablet devices
    • Set up a user-friendly business process for the Sales team and the partners
    • Arduous partner onboarding process with manual verification and validation
    • Customer support required massive amounts of manpower and working hours
SolutionsSolutions
    • Developed a new public self-service portal for customers and partners adhering to brand guidelines
    • Integrated Atlassian Announcement with Experience Cloud for easy org-wide announcements
    • Built a resource center for users to access latest travel news & updates and FAQs
    • Linked ticket management system with knowledge base
ImpactImpact
    • Increased user engagement: resource center fostered collaboration between partners
    • Enhanced sales management: improved deal closure rates
    • Simplified partner onboarding process: reduced the manpower and working hours
    • Optimized customer support: decimated ticket backlog and improved response time
    • Unified data management: minimized the chances of data duplication and discrepancies

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