- Company
- daa
- Industry
- Transportation
- Challenge
- Daa sought to improve on a several challenges common to enterprise service teams
- Solution
- Daa partnered with 3CLogic to embed AI contact center and SMS capabilities directly into its existing ServiceNow CSM platform. The goal was simple: streamline operations, consolidate customer interactions, and give agents the tools to work faster and smarter.
Company Quote
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It is very beneficial to have all the teams using one central portal.
Liz Kavanagh
Customer Experience Manager
Key Metrics
-
- Faster resolution times with agents accessing relevant data instantly
- Improved first-call resolution and fewer misdirected calls
- Higher customer satisfaction through proactive communication
- Increased agent productivity by reducing manual tasks and system toggling
- Actionable insights via centralized, real-time reporting dashboards
- Greater agility with the ability to update IVRs and voice flows in real time
Overview
As the operator of Ireland’s most critical transportation hubs, Dublin and Cork airports, daa plays a central role in the travel journey for millions of passengers annually. From parking and security to food services and flight coordination, customer service teams manage a wide range of requests daily.
To keep pace with rising passenger expectations and increasing demand, daa needed to modernize its support infrastructure. By integrating 3CLogic’s AI Cloud Contact Center solution with ServiceNow CRM, specifically Customer Service Management (CSM), the organization successfully unified its service operations, reduced complexity, and delivered a faster, more personalized customer experience.
The Business Landscape: A Growing Need for Operational Unity
Operating across two major airports—Dublin and Cork—and providing airport retailing services in over 15 countries, daa had a complex support environment. Each department managed a specific area (parking, restaurants, airline inquiries, etc.), often using separate systems, phone lines, and processes. While specialization supported personalized assistance, it also created silos that limited collaboration and visibility.
Agents sometimes lacked the full customer history, and call handling was slowed by swivel-chairing between systems. Leadership had limited insights into team performance or customer experience trends due to multiple data sources.
“It is very beneficial to have all the teams using one central portal.”
Challenges: Siloed Systems and Rigid Tools
daa sought to improve on a several challenges common to enterprise service teams:
1. Disconnected Platforms and Impacted Call Handling
Customer service agents were leveraging separate systems for voice and CRM. This created gaps in data, and impacted the ability to optimize each call interaction.
2. Inflexible IVR Systems
Modifying IVR menus or messages required vendor support, making it difficult to respond to operational changes (e.g., full parking lots) in real time.
“We had to go externally to even change business hours.”
3. Manual Ticketing
Voice calls didn’t automatically generate tickets in the CRM. Manually created records varied in format from email or chat tickets, making reporting difficult and slowing down service delivery.
4. Limited Self-Service and Automation
Without automated follow-ups agents had to ask customers to write down numbers or instructions—an outdated approach in a fast-paced airport environment.
“We used to say, have a pen ready… which is annoying if you’re standing in the middle of an airport.”
"It is very beneficial to have all the teams using one central portal."
The Solution: 3CLogic + ServiceNow — One Platform, Seamless Service
daa partnered with 3CLogic to embed AI contact center and SMS capabilities directly into its existing ServiceNow CSM platform. The goal was simple: streamline operations, consolidate customer interactions, and give agents the tools to work faster and smarter.
1. A Unified Contact Center Experience
By consolidating phone numbers into a single intelligent voice workflow (IVR), daa created a centralized front door for all customer inquiries. Callers are now guided to the right department faster, and agents have full visibility into customer data and open tickets—all within ServiceNow.
2. Real-Time IVR Management
With 3CLogic’s intuitive Interaction Manager, daa can now update voice workflows and experiences on the fly without developer support. Teams can quickly post service alerts (e.g., full parking lot) to reduce call volume and improve transparency.
3. Automated Workflows and Ticket Creation
Voice interactions now trigger automatic ticket creation in a standardized format, ensuring consistency across channels. This reduces manual work and ensures every request is properly documented and tracked.
“Now, all tickets look the same. It’s much easier for the team.”
4. Proactive Alerts and Post-Call Surveys
Automated SMS messages now share important information—case numbers, next steps, or follow-ups—directly with customers. Surveys capture valuable feedback, helping daa continuously refine the service experience.
5. Unified ServiceNow Reporting for Faster Decisions
Enhanced reporting through unified integration with ServiceNow delivers a single, centralized dashboard for daa. This unified reporting approach improves visibility, accelerates decision-making, and ensures consistent, real-time insights across teams – reducing data silos for greater operational efficiency.
The Results: Efficiency, Visibility, and a Better Customer Experience
Since deploying 3CLogic’s AI Contact Center for ServiceNow, daa has seen significant improvements:
- Faster resolution times with agents accessing relevant data instantly
- Improved first-call resolution and fewer misdirected calls
- Higher customer satisfaction through proactive communication
- Increased agent productivity by reducing manual tasks and system toggling
- Actionable insights via centralized, real-time reporting dashboards
- Greater agility with the ability to update IVRs and voice flows in real time
“There’s a big improvement in how we report from one place and create what we need.”
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