Aer Lingus takes on Astute Solutions

Astute Solutions announced today that Aer Lingus chose its ePowerCenter(TM) solution to integrate and streamline its customer relations operations in New York and at its Dublin Airport headquarters. Astute’s successful industry track record and references solidified Aer Lingus’ decision to upgrade existing systems to the ePowerCenter technology platform.

They chose ePowerCenter for its ability to deliver a unified, comprehensive contact center solution with advanced service capabilities. It will transform information captured during passenger interactions into actionable data, enabling Aer Lingus to realize greater efficiency, traveler satisfaction and profitability.

“At Aer Lingus, we are committed to delivering a consistently high level of service to our customers. Astute Solutions demonstrated an unmatched understanding of our industry challenges,” said Enda Corneille, commercial director, Aer Lingus. “The pressure to optimize operations is especially strong in our industry where factors like the weather and fuel pricing can swiftly impact a passenger’s experience. By implementing ePowerCenter, we anticipate a significant enhancement to our customer relations operations.”

The ePowerCenter implementation is already underway. When completed, it will optimize processes to enable Aer Lingus to do more with less. This includes:

—Integrating customer relations operations in Ireland and the U.S. with a unified, comprehensive system.


—Providing Aer Lingus with a single view of the consumer experience across all boundaries and geographies.

—Enabling Aer Lingus to easily gather and report systemic issues in a manner that enables immediate action and prompt resolution at a minimum cost.

—Increasing operational flexibility to provide a higher service level with the same resource investment.

“For airlines, service quality is the single most important way to differentiate the brand and build passenger loyalty,” said Astute President and CEO, Joseph Sanda. “This is why they find the ePowerCenter solution especially valuable. It channels the powerful capabilities of CRM into a focused, cost effective offering.”

Adding to the breadth of vertical markets and businesses benefiting from ePowerCenter, Astute entered the airline industry in 2002. The company realized early success, achieving results for British Airways, GB Airways, Alaska Airlines and Horizon Air. Every year, customer relations representatives around the world serve millions of passengers with Astute’s ePowerCenter.