Martin Dawes Systems, an international vendor of customer management solutions for the communications industry, has won the Global Telecoms Business Innovation Award for Customer Service in recognition of their ground breaking work with Aircell, the world's leading provider of airborne connectivity.
Established in 1997, the Global Telecoms Business Innovation Awards are designed to honour innovative projects involving telecoms operators and service providers around the world, in association with their vendors and suppliers. Other winners at the award conference, which was held at The Park Lane Hotel, London on June 7th, included Telefónica O2, Telstra and Verizon.
Martin Dawes Systems was recognized for their role in the delivery of Aircells Gogo® Inflight Internet Service. Gogo allows travellers to stay connected to their world below. Today, Gogo is on more than 930 commercial aircraft and over 3,000 flights each and every day. Gogo is currently available on all AirTran Airways and Virgin America flights and on select Air Canada, Alaska Airlines, American Airlines, Delta Air Lines, United Airlines and US Airways flights Martin Dawes Systems is responsible for Gogos order processing and tariffs, real-time transactions, billing processes and CRM functions.
In addition to delivering a new and technically innovative inflight internet service, Aircells business model is commercially complex with unique dynamics; airlines, passengers and enterprises all being key constituents. Martin Dawes Systems addressed this challenge by delivering a single platform to manage both Gogo subscription and transactional revenue to ensure the best possible in-cabin experience to all users of the service.
The unique nature of the project also required the tailoring of services to meet end-user demands, such as dynamic pricing selection and an integrated web chat facility that enables passengers choice on the type of offering and real time support from Customer Support Agents.
We continue to help our customers as they become more innovative with customer care and operational excellence. This award provides independent validation of our leadership in this space, said Dewi Thomas, Managing Director of Martin Dawes Systems. Combined with our success in helping Aircell meet its stringent customer service standards, this independent endorsement of the project demonstrates how our focus on the customer experience resonates with the industry.
As Aircell continues to roll out our inflight connectivity it is essential to ensure seamless customer care. The delivery of such a unique service has required us to innovate at all levels, said Paula Niemczyk, Director IT Design and Development of Aircell. By working with Martin Dawes Systems we have been able to not only meet our expectations from an operational perspective, but deliver a fantastic experience to the passengers who use Gogo.