Newcastle Airport, a vital transportation hub in Williamstown, partnered with Comet CX to revolutionise their customer engagement and operational efficiency. By integrating Salesforce with their website and parking systems, and setting up comprehensive case management, Newcastle Airport has significantly improved both customer experience and internal operations.

Salesforce CRM and Marketing Cloud: A Seamless Integration

Comet CX deployed Salesforce Sales Cloud and Service Cloud to provide Newcastle Airport with a unified view of their customers and sales opportunities. This integration has empowered the sales team with deeper insights into potential sales within the airport and the nearby Astra Aerolab precinct.

Enhancing Customer Communication and Engagement

Through Salesforce Marketing Cloud, Comet CX has helped Newcastle Airport create personalised and engaging customer journeys. The introduction of decision splits in parking journeys ensures accurate and timely email communications, while Einstein modules and Path Optimiser enhance engagement by determining optimal send times and recipient targeting.

Elevating Customer Experience Through Digital Transformation

With the integration of Salesforce and the new parking system, Newcastle Airport has seen a significant increase in onsite parking pre-bookings, boosting revenue. Email subscription rates and engagement have been substantially improved, and the addition of SMS as a communication channel has further enhanced customer engagement. The new case management system has resulted in faster case resolution times and a higher customer satisfaction, while providing significantly greater insight into community and subscriber behaviour and interests. With Comet CX’s expertise, Newcastle Airport has not only streamlined its operations but also created a more personalised and engaging experience for its customers.