The RightNow deployment will help VLM Airlines deliver passengers an improved customer experience as they interact with the company online. The majority of VLM passengers fly for business purposes and the company prides itself on being able to quickly and efficiently serve the needs of passengers via user friendly online booking, e-ticketing, internet check-in and short check-in times.
With RightNow, VLM customers will now have round-the-clock access to a ‘Simply Questions’ section on the airline’s website www.flyvlm.com, where they can find answers to general travel questions.
“We are an award winning airline flying mainly professional business passengers,” said Annelies Verbist, Head of Distribution, VLM Airlines. “Most recently we were recognised as the Best Regional Airline Europe and Best Cabin Crew Western Europe from the Skytrax World Airline Awards. It’s a high accolade and one which we wish to maintain. Our new relationship with RightNow will help us further improve the customer service standards we offer to our passengers. By increasing our online efficiencies, our customers will receive easier access to essential travel information. It also allows us to free-up agent availability in the contact centre to deal with more transactional calls like flight bookings and changes.”
About VLM Airlines
VLM Airlines commenced operations in 1993. It currently offers flights from London City to Amsterdam, Antwerp, Brussels, the Isle of Man, Jersey, Luxembourg, Manchester and Rotterdam. Direct flights are also offered from Manchester to both Antwerp and Rotterdam and from Rotterdam to Hamburg. During the summer direct flights are operated from Rotterdam to Jersey. VLM Airlines also organises charter flights to various European destinations.
In 2007 the company recorded its tenth consecutive year of profitability. VLM Airlines currently employs over 425 people.
In 2007 the number of passengers on VLM Airlines’ flights rose by 9% compared to2006 to over 745,000 passengers.
In December 2007, VLM Airlines was bought by the Air France – KLM Group.
For more information or online bookings: www.flyvlm.com.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com.
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