Elevating Customer Experience Through Digital Transformation

A vital transport hub serving the Hunter region, Newcastle Airport has been on an impressive growth trajectory with ambitious plans to expand both their passenger services and the innovative Astra Aerolab precinct. With a vision to enhance customer experience and streamline operations, they partnered with Comet CX to transform their digital capabilities.

Unifying Customer Communications with Marketing Cloud

Leveraging Salesforce Marketing Cloud's advanced capabilities, Comet CX implemented a powerful customer engagement ecosystem for Newcastle Airport. At its core, the solution orchestrates personalised communication journeys that simplify and expedite the parking booking experience. Through calibrated decision splits, the platform delivers contextually relevant messages throughout the customer journey, transforming routine bookings into seamless touchpoints within a broader, more cohesive travel experience.

Streamlining Operations with Service Cloud

Through Service Cloud implementation, Comet CX delivered a robust case management framework that brought unprecedented transparency to Newcastle Airport's customer interactions. The solution empowers their team with streamlined query resolution capabilities while surfacing actionable insights into service delivery and customer satisfaction metrics, enabling data-driven decisions that continue to elevate their passenger experience.

Building for Future Growth

Integration was at the heart of this project, with Comet CX developing custom solutions to connect Newcastle Airport's parking system with Salesforce. This integration enables automated, timely communications around bookings while laying the groundwork for future digital innovations. The solution also supports their sales team in managing opportunities within both the airport and Astra Aerolab precinct, positioning them for continued growth.

Quote

The team at Comet CX were professionals from the first engagement regarding our Salesforce Marketing Cloud & CRM implementation. As a business owned by two Local Councils on land leased from the Department of Defence there are several legislative, and regulatory requirements that we needed to meet as part of this. The Comet CX team worked closely with us to ensure each of that we were compliant.

Apart from the regulatory requirements, the Comet CX team was able to support our broader team in ideation which was a tall ask with so many on our side unfamilair with Salesforce and CRM in general. By the end of this project over half of our office are using Salesforce, with many this is a first time experience.

Shaun Stoneman - Digital Marketing Manager and Salesforce Project Lead