Machine Learning will enable Sales Cockpit’s algorithms to adapt and adjust based on user feedback
Etihad Cargo has partnered with Rotate, a Netherlands-based data-driven strategy consultancy with proven cargo expertise, to co-develop a sales optimisation tool that will identify sales initiatives to enable the carrier’s global commercial teams and sales representatives to add value to customer relationships.
The first-of-its-kind tool—the Sales Cockpit— will analyse data and, using sophisticated custom-built algorithms, will automatically generate recommendations on how Etihad Cargo can strengthen customer relationships, including an overview of current business and future opportunities.
The development of Sales Cockpit is the latest step taken by Etihad Cargo in its digitalisation journey, which aims to optimise the customer experience. The carrier is collaborating with Rotate, a Netherlands-based data-driven strategy consultancy with proven cargo expertise, to improve customer service through the enhanced use of data and machine learning.
Efficient journey
Sales Cockpit will also make the customer journey more efficient and seamless, reducing information overload by using machine learning to provide each representative with customised sales initiatives. The digital solutions will effectively match recommendations to boost sales and strengthen customer relationships with the representative who will find them most useful, the carrier said in a press statement.
Etihad Cargo’s commercial teams will also have access to updated data analysis that will provide a real-time snapshot of the carrier’s business on particular routes, with individual customers and by product, so representatives can offer tailored solutions to each customer.
The sales initiatives automatically recommended by Sales Cockpit will provide the information and tools required to capture new business and develop existing partnerships. Sales Cockpit users will also have visibility of the carrier’s business with key accounts across Etihad Cargo’s entire network, enabling them to benchmark regional performance against other regions, further helping them to identify additional opportunities on a global scale to help customers achieve their tonnage targets.
Meaningful interactions
“Digitalisation is already revolutionising the air cargo sector. Etihad Cargo will use Sales Cockpit to further improve customer service and strengthen partnerships, enabling more meaningful interactions with customers and a more tailored approach to meeting customer requirements,” remarked Martin Drew, Senior Vice President – Global Sales & Cargo, Etihad Cargo.
“We are working as one team to unlock the full potential of digitalisation and enable Etihad’s sales teams to have more engaging discussions with their customers,” stated Ryan Keyrouse, Managing Director, Rotate.
With the launch of Sales Cockpit, Etihad Cargo will further professionalise customer interactions via the smart adoption of technology. Etihad Cargo and Rotate have commenced development of Sales Cockpit, which is expected to launch within six months, the press note concluded.
