Optimizing company’s performance by measuring NPS through the use of Power Automate RPA and the Modern WorkPlace application.
International Airlines of Ukraine is the flagship airline and the largest air carrier of Ukraine. The main office of the company is located in Kyiv, the hub is located in Kyiv International Airport “Boryspil”.
UIA approached our team with a direct request to measure the customer journey and automate the process of calculating the level of customer satisfaction.
To automate the process of measuring customer experience, we used a Microsoft platform that allows you to solve business tasks with a minimum amount of code, namely the Power Automate RPA system and Modern WorkPlace applications. After implementing a process of regular measurement of customer experience, the company began to transform.
According to the results of the system, within 3 months it was possible to form key points of interaction with clients and understand the strategy of further interaction.
“The passenger’s journey should be equally comfortable and convenient both in the airport terminal and in the plane during the flight. This motivates me as the head of UIA. Every day I strive for an honest dialogue with our passenger, whose customer experience becomes a vector for the development of the airline’s service and my personal KPI.
Before heading the airline, I worked for five years in management positions at Boryspil International Airport, which is the base for UIA. Our team managed to achieve important changes in the field of service and infrastructure. Now passengers are greeted by a friendlier, more comfortable and modern Ukrainian aviation hub. Even earlier, I have more than 10 years of experience in various positions related to passenger service. During this time, I was firmly convinced that the only indicator of the success of a
service company is a satisfied customer. Fortunately, the technologies of the 21st century make it possible to measure this indicator quite accurately,”– Yevhen Dykhne
