Taking customer service to new heights with Corendon

The challenge

Following years of rapid growth, Corendon had evolved into a complex travel ecosystem running a booking platform, contact centre, airline and on-site travel representatives. Each department used different systems to log customer information, creating silos and making it difficult to deliver the high level of customer service the brand aimed for. 

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Challenges they faced included:

• Technology & platform innovation: each team used different systems and workflows, leading to disjoined processes. Besides, there was limited visibility without a 360° customer view and service teams couldn’t anticipate needs or resolve issues quickly.
• Cost control: customer information was not shared centrally, which caused delays and repetitive work. The company wanted to increase their efficiency, while maintaining their high-quality service level 
• Customer and market focus: even when travellers increasingly expected fast, personalised and consistent service across all channels.

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To continue delivering seamless and high-quality experiences, Gen25 came on board to connect the dots between communication modes.

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The solution

Together with Corendon, Gen25 implemented a Salesforce-powered CRM ecosystem designed to centralise data, streamline workflows and prepare the business for scalable service growth.

• Centralising customer interactions for faster service: Gen25 implemented Service Cloud as the central hub for all customer enquiries. Emails, calls, chats and website requests now come together in one place, giving agents a complete and real-time view of each customer. Every enquiry automatically becomes a case, improving response times, transparency and improved collaboration between departments
• Connected experience for travel representatives: To help Corendon’s on-site travel reps resolve issues locally, Gen25 created a secure Experience Cloud environment. Reps can log in with limited but essential access to bookings and customer details, and communicate directly with headquarters. This setup improves efficiency, maintains data security and reduces the need for reps to escalate every request.
• In-Flight Experience App: Corendon’s cabin crew now have access to a dedicated tablet environment, displaying passenger data such as birthdays, past issues or special occasions. This allows the crew to deliver personal touches in the air: surprising travellers with small gestures that enhance the experience and reinforce Corendon’s friendly and customer-first image. The app even works offline, ensuring access during flights.
• AI Agent ‘CoCo’: as part of Corendon’s next transformation step, Gen25 implemented Agentforce, introducing AI chatbot ‘CoCo’: a digital assistant built on Salesforce Knowledge. ‘CoCo’ now serves as the first point of contact on Corendon’s website chat. It answers frequently asked questions instantly and only routes complex cases to human agents. This hybrid model reduces workloads, accelerates responses, and delivers consistent, accurate information to customers 24/7.

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‍The results

Corendon now has all of its head office connected to Salesforce, including the customer complaints system which instantly creates a case in Salesforce allowing for swift action to fix the problem. The implementation has saved valuable time for both the business and the customer:

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Debora de Roos (former Director Customer Service/Marketing Director/Head of Customer Experience)‍ explains: “The biggest gain that we have right now is that everyone sees the same details of the customer. Before, they had to call each other and now they just look in the system for the answers and can help the customer right away. So it’s created a higher first contact fix where the customer only has to contact us one time.” 

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The results positively impact:

• Technology & platform innovation: Corendon can now identify recurring customer topics, improve FAQs and perform quality checks on partners like hotels and car rentals. 
• Cost control: since launch, 62% of all chats have been fully handled by AI Agent CoCo, reducing call volumes and enabling efficient self-service. Besides, all teams (from HQ to flight crew) now work from the same connected system, improving first-contact resolution and visibility.
• Customer & market focus: with faster and more personalised service, customers experience a smoother journey from booking to return flight.

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Roadmap

In future, Corendon wants to take customer care even further, providing benefits such as discounted hotel room upgrades through the app while the customer is flying. “That would be the pinnacle really,” says Debora. With Sales Cloud connected, Corendon could upgrade or sell anything to existing customers - they could order a bottle of champagne to their room on arrival, or time at the hotel spa…maybe even their next holiday!

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Collaboration 

By partnering with Gen25, Corendon transformed its customer service into a connected, data-driven experience. With Salesforce as the foundation, every team now works from the same system, ensuring faster responses and more personal interactions.

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As Debora shared: “Gen25 is very flexible, they're very helpful. They're not just the implementation partner, but they also think with us in making the best solution work for the customer.” 

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Curious how Gen25 can help your organisation do the same? Let’s get in touch!