Crane 4C is the popular, web based customer contact center and customer relationship management solution preferred by many airlines worldwide.  Crane 4C combines a rich set of functions and ease of use for all users.  The robust and proven architecture of Crane 4C enables easy integration with other systems of the airline, partners, and third party service providers.

As a functional software solution to run your customer contact center, Crane 4C comes with a complete and easily configurable web site, a powerful distribution engine which enables you to manage incoming messages, an advanced and configurable approval mechanism for outgoing messages, and an advanced interfacing module that allows integration with different systems both internally and externally.

Reporting capabilities are fine tuned for successful monitoring of customer affairs, as well as guiding managers into taking necessary corrective and more importantly, preventative actions.

Crane 4C's CRM capabilities can transform customer affairs into a very powerful marketing tool that can improve services as well as brand value.

Reasons Crane 4C is the right choice for all airlines, large or small...

• A complete software package for airline Customer Contact Centers providing extensive CRM functionality.

• No matter how large operations are in terms of complexity or volume, Crane 4C is completely scalable, providing the optimum soluition today and for the long term.

• Expertise and "Business know-how";  Hitit's in-depth knowledge and background in the airline business and CRM results in seamless implementation and integration of Crane 4C.

 

• Name; Contact information; Home and business addresses; Multiple phone numbers
• Executive Assistant, Travel Coordinator assignment functionality;
• Different levels of customers depending on companies and positions;
• Group customers based on corporate strategies;
• Integration with loyalty systems to access Frequent Flyer profile and activity data for members;

• Full history of all individual customer communication is kept;
• Correspondence in local scripts;
• Email, Fax, Web, SMS and IVR integration;
• Additional information to facilitate timely and efficient feedback (flight information, related departments, feedback types, subject types, etc.)
• Functionality provided to take notes from feedback;
• Monitor the history of feedback life cycle;
• Templates for commonly used responses;
• Features to provide various "Result Types", including compensations, gift packages, FF miles etc.

 

Workflow

• Multi-department support.  All departments can use Crane 4C;
• Powerful distribution mechanism for different email addresses and distributions;
• Smart assignment strategy for users based on their language knowledge, skills, department, etc.
• Keyword recognition for automatic distribution;
• Easy forwarding and tracking with other departments, partners, and suppliers;
• Monitor the status of pending feedback. (New, In Progress, Forwarded, Replied, Waiting for Approval, Approved, etc.)

 

Web Site

• A complete and configurable website is delivered with Crane 4C;
• Custom web sites can be prepared upon reques;
• Become a registered customer and update personal information / preferences with ease;
• Send online feedback by providing relevant additional information such as flight information at the click of a button;
• Customers may view and manage previously sent feedback and responses.

Reporting and Decision Support

• Powerful and flexible web based reporting module;
• Standard reports for "out of the box" monitoring;
• Export reports to most commonly used data formats (Excel, PDF, HTML);
• Crane 4C integrates with the Data Warehouse

 

Interfaces

• Interfacing with internal and external systems for data exchange and easy access;
• DCS, PNL, MVT, LDM, Fleet Watch interfaces available;
• 3^rd party systems can be interfaced easily (Insurance Applications, Baggage Tracing etc.)

• Available for in-house or hosting deployment;

• Various interface API’s, including web services to integration;
• Seamless native integration with Crane FF and all products of the Crane family;
• Built on ORACLE Database and web based Java technology;
• Accessible via web browser, no client installation is required.