BlueLink : unique expertise in complaint management

BlueLink, a specialist in remote high-end customer relationship management, centralizes luggage-related and commercial claims on a European scale from customers of big airline companies. With 95% of luggage returned in less than 48h, BlueLink allies low costs for principal customers with end-customer satisfaction: a kind of expertise that can be of benefit to other companies in different sectors.  

The only major customer care player with a complete offer in the field of complaint management, BlueLink allows its partners to centralize customer claims at the European level. Now, many companies choose to outsource this activity with a view to homogenizing their processes. Objective: respond to customers quickly and reduce corporate costs.  

“While companies used to manage complaints in a decentralized manner, through numerous locations and interlocutors, BlueLink helps them to become more efficient by reducing their costs and increasing the quality of service provided to end-customers at the same time”, explains Marc Breiner, Manager of International Operations at BlueLink. “BlueLink does offer its partners the opportunity to homogenize their processes by rethinking their operating standards and procedures”, he adds.  

Centralization of requests for control over deadlines

BlueLink proposes a solution to coordinate all actors at the European level and offers its users a sole number per country. From the first call to the luggage restitution or indemnification, each case is handled by the same centre, usually Prague, thus optimizing the reactivity of customer care agents in respect to customer requests. Whether it is a lost-luggage complaint or a commercial claim, BlueLink closely collaborates with the concerned company or airport to provide a personalized response to each user.  

Expertise in customer care at the service of cost reduction

Thanks to its expertise in high-end customer relations, BlueLink has been successful in understanding the stakes of the pronounced seasonality of complaints. With volumes of inbound calls sometimes exceeding 20,000 to 80,000 from one month to the next, this subsidiary of AIR FRANCE KLM has flexible teams accustomed to managing Front- and Back-Office services simultaneously. Management of calls in 15 languages, complemented by homogenization of processes, fosters the reactivity of BlueLink’s staff, thus reducing costs generated by indemnification of dissatisfied customers.  

“Since 2003, BlueLink has acquired global expertise in complaint management which it can now offer to other companies in a variety of sectors other than air transport’, says Tanguy de Laubier, General Manager of BlueLink. “This activity is at the heart of our upmarket positioning, as it offers our partners ever greater quality”.