Driving strategy towards customer and business benefits

The road to digital transformation

Aeroporti di Roma (ADR) manages both Fiumicino and Ciampino airports, performing all activities related to airport management. In 2019, ADR registered 49.4 million passengers in transit and offered more than 240 destinations around the globe, served by 100 airlines.

With high levels of passenger traffic, ADR saw the need to digitise its contact centre and insource to improve the management and delivery of its information services. Between 2019 and 2020, ADR began the project of insourcing its contact centre on two fronts: the operational line for passenger information services and the maintenance line for reporting facility faults across both airports.

ADR focused on the reliable and market-leading Genesys Cloud because it was quick to implement and fully compatible with other leading technology solutions. ADR successfully implemented the platform with the support of ComApp, a system integrator and Genesys partner.

“The choice of Genesys Cloud and the partnership with ComApp have proven crucial in integrating the cloud platform with the existing airport systems and operations,” said Marco Dottore, Head of Network and Infrastructure Project Management at ADR. “The power of Genesys Cloud allowed us to quickly integrate it with the internal telephony systems.”

The technological contribution of ComApp, combined with the advanced technology of Genesys Cloud, has allowed ADR to get the most from the platform — and permitted further customisation.

Rigorous testing

On the passenger information side, Genesys Cloud enabled multiple call answering possibilities: forwarding, diverting and merging multiple calls through its integration with internal information systems. In the background, the platform quickly obtains all necessary information for handling the requests — minimising customer wait times. If there’s a large influx of calls, the customer can choose to be called back or wait on hold. During the first few days of the COVID-19 pandemic, ADR handled all its callbacks within an average time of 20 minutes.

And on the maintenance side, Genesys Cloud enables ADR to use the specialised technical skills of its agents. Staff can now use a web app to make reports with full autonomy using the easily navigable system or by scanning QR codes — guaranteeing they correctly report system faults.