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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

Challenges

Challenges

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

Solutions

Solutions

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

Impact

Impact

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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Hawaiian Airlines: Estimated Project