Case study
Airserve Marine Solves Communication Challenges with FocalScope’s Unified Platform
Discover the secret behind the technology and teamwork fueling Airserve Marine’s offshore travel solutions.
Industry
Marine & Offshore Managed Travel
Location
Singapore, Mauritius
Agents
60
FocalScope Client
Since 2018
Overview
Coordinating the movement of thousands of maritime workers across continents and time zones is no small feat. For Airserve Marine, a Singapore-based leader in marine travel management with over two decades of experience, this challenge is part of their daily operations. Specializing in vessel management, maintenance, and support, Airserve Marine delivers tailored, high-quality solutions to commercial and private fleets, supported by a global team of maritime experts.
With a commitment to ensuring 24/7 support, rapid response times, and top-tier service to keep vessels operational and ready for action. FocalScope has been pivotal in helping Airserve Marine sustain these high standards by streamlining customer support and improving efficiency.
The Ask: Scaling Communication Challenges
Coordinating crew movements across multiple continents, time zones, and communication platforms posed significant challenges for Airserve Marine as their business saw growth. Their operations could span anywhere from offshore oil rigs in the Gulf of Mexico to bustling Southeast Asian ports, requiring a solution that could handle complex logistics and keep up with their global ambitions.
As their business scaled, managing communication across teams grew cumbersome. With multiple agents handling transportation, visas, and accommodations, relying on individual email inboxes or long CC chains led to duplicated efforts and lost information. The company’s traditional communication methods were insufficient for the demands of their growing operations, highlighting the need for a centralized email management software to ensure seamless coordination.
The Answer: From Software Solution to New Standards in Marine Travel Logistics
FocalScope empowered Airserve Marine with a robust cloud-based system for customer engagement, ensuring comprehensive transaction tracking across all client interactions through live dashboards.
This level of detailed record-keeping not only provided a continuous audit trail for every interaction but also greatly enhanced transparency, enabling Airserve Marine to track which team members were responsible for specific requests at any given time. Having this real-time oversight enabled the team to maintain seamless coordination, despite their geographically dispersed locations.
The platform’s search functionality allowed team members to effortlessly retrieve emails using reference numbers, customer cards, booking details, or invoice identifiers, ensuring that no request went unnoticed. This enhanced workflow history with specific integrations and activity tracking accelerated response times, significantly improving Airserve Marine’s ability to address client needs with precision and speed.
Whether it was VIP clients skipping the queue, duties being redistributed to meet service-level agreements, or agents leveraging a centralized view of all customer interactions, FocalScope’s unified platform made seamless, personalized support work in their favor.
Improved Communication Efficiency with FocalScope’s Unified Platform
The results were transformative. Last-minute bookings and changes were automatically and efficiently escalated to the appropriate departments for prompt processing. Communication delays were reduced to near-zero, and the company’s responsiveness reached new heights. Each deployment became a symphony of precision, with every team member playing their part perfectly.
Airserve Marine is enhancing their customer experience through automated workflows across all stages. “We’re experiencing boosted response times. Balanced workloads are a thing for us now, and our global teams are collaborating a lot more smoothly. We’re seeing an increased productivity in how our teams coordinate around different timezones and manage a large volume of emails.”
While technology drove the transformation, Airserve Marine’s human element remained at the core. FocalScope’s email management platform empowered Airserve Marine’s teams to elevate their operations by streamlining communication and optimizing email ticket management and customer requests at every level.
With intelligent routing based on agent availability, specialized skillsets, and customer importance, they could ensure that every inquiry was handled by the right person at the right time.
Reduced first response time
Tickets handled/month
Time saved/month with FocalScope
FocalScope gets our world.
They didn’t just solve our technical challenges; they reimagined how we deliver critical marine travel services.
We’re starting a new initiative to enhance our vessel maintenance and support services. With FocalScope, we’re providing a more streamlined and responsive experience for our clients.
— Regional Head, Airserve Marine