Customer Profile:
-Headquartered in Atlanta, GA
-Founded in 2002
-Privately held, $100 million dollar company
-Serve major airlines in airports nationwide
-Corrigo customer since 2003
AirServ, a leading provider of maintenance and transportation services to the aviation industry, provides cabin cleaning, ramp service and baggage service to several of the premier airlines in the world. One key service AirServ provides is wheelchair assistance at the airport. As a civil right, disabled passengers are entitled to prompt, easy access onto and off of airplanes. Therefore, AirServ employs personnel who bring wheelchairs to passengers for boarding and de-boarding of airplanes, all the time providing a positive customer experience. Traditionally, the workflow of this service has been completely manual—initiated by phone calls and printed sheets to a dispatch office. Wheelchair agents were sent to gates with a name and gate number written on a piece of paper. This manual process left much room for delays, errors, and generally unsatisfactory customer service. By early 2003, AirServ's management knew that part of the solution for meeting this challenge would be wireless technology.
During this time, AirServ's executives began a search for a company to automate their airport services, starting with their wheelchair dispatch. They were looking for a comprehensive solution to enhance the passenger's experience, reduce process times, improve staff efficiency and ensure government compliance. "We had a clear vision of our business objectives and the solution we ultimately wanted to implement," said Dan Di Giusto, president and COO. "After meeting with Corrigo, we discovered that the Web-based CorrigoNet application fit our vision almost exactly. Our thought was to deploy a solution to simply and intelligently create service requests and dispatch them wirelessly to our field staff. With the CorrigoNet system, we knew we could use this tool to provide better service and have clearer visibility into our daily operations."
Today with CorrigoNet, AirServ can now integrate with their customers' existing systems to automatically feed wheelchair request data and flight information into the AirServ dispatch system. Dispatchers can then view real-time request information. The service staff members, armed with Nextel's Internet-ready mobile phones, receive and execute work orders electronically over their wireless handsets via Nextel's nationwide network, and easily update work order status with a push of a button. Also, with the Nextel Direct Connect® feature, two-way radio calls can be made to the dispatcher so that any 'ad-hoc' requests can also be entered and tracked.
On the management side, CorrigoNet's reporting capabilities provide AirServ with data that enables them to effectively monitor performance levels, manage workforce skills, track historical data, and evaluate customer satisfaction.
CorrigoNet Benefits:
-25 percent improvement in agent productivity
-20 percent reduction in management staff hours
-30 percent reduction in agent response times based on intelligent staffing approach
-Better, more accurate records
-Improved ADA, ACAA and DOT regulation compliance
"We are now able to offer a closed-loop solution. The performance metrics we are able to generate help us adjust our planning mechanisms and consistently refine our staffing models for efficiency. We can now be the first company in the industry to offer quantified results to our customers." Current results include a 25 percent improvement in agent productivity, a 20 percent reduction in management staff hours, and a 30 percent reduction in agent response times. "Enhanced operational execution is how we drive productivity. The CorrigoNet dispatch system allows our staff to serve passengers quickly and efficiently, shaving minutes off previous response times," DiGiusto added. "With Corrigo and Nextel, we found a comprehensive solution that not only enhances the customers' experience, but reduces cost at the same time."
Tom Marano, CEO, AirServ