WestJet is Canada 's leading high-value low-fare airline, offering scheduled service to 47 destinations in Canada, the United States, Mexico and the Caribbean. In January, 2008, WestJet was awarded the title of Canada's Most Admired Corporate Culture by Waterstone Human Capital for the third year in a row. WestJet was the first airline in North America to launch the electronic boarding pass, and has one of the youngest and most fuel-efficient fleets in North America.

Challenge

• The airline was growing and wanted to reinforce their commitment to delivering excellent customer service

Solution

• Deployed customer experience management to gain an overall view of the customer experience from the customer’s perspective
• Implemented self-service knowledge management solution to provide customers the answers to frequently asked questions

Results

• The customer care center saw faster agent response time and increased agent productivity
• Customers answered their own questions using the self-service tool. Agents quickly answered questions not covered by the solution.
• WestJet was named Canada’s most respected company for customer service two consecutive years