British Airways will replace its two separate case handling systems with a single, integrated system called CHARM (Case Handling and Retrieval Management), which is based on BancTec’s eFIRST Process case management technology.
Web-based CHARM manages all stages of the case handling process, from initial customer contact to final resolution. It can be used in any department in which there is external interaction, as it records progress, and provides documentation online, via email or fax.
A British Airways spokesperson said: “We decided to take advantage of the managed service solution because we believe it to be both more economical and professional. We also benefit from reduced overheads as we save on space, as well as a significant reduction in internal IT support. CHARM is user-friendly, logical, and intuitive, which means that BA saves on training and support time, too.”
CHARM is accessible by all the British Airways departments worldwide. Five departments, Credit Card Chargebacks, Payables, Refunds, Interline Correspondence, and Cargo Disputes, have migrated to the system, while New York Credit Card Chargebacks and BA Holidays are in the process of migration.
If successful, British Airways intends to use it for any department in which a new case handling system is needed in the future.