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Iberia launches "IBHelp", revolutionising customer service via mobile devices
Iberia has launched IBHelp, an innovative new service revolutionising customer service at its T4 hub in Madrid airport. More than 100 Iberia customer service agents will be equipped with iPads and PDAs loaded with applications enabling them to deal with a wide range of customer incidents and requests in real time and from any location within the airport, making Iberia agents more proactive and mobile.
To implement IBHelp, the Spanish airline has developed an check-in platform called “DCS” (Departure Control System) to link the mobile devices to all check-in kiosks and Quick Service Points from which documents may be printed.
IBHelp is a unique and pioneering innovation which the airline plans to extend to all key airports in Spain and abroad.
In addition to making customer service more flexible and agile, IBHelp optimises customer service resources at peak times.
Iberia’s Ágora project
IBHelp is part of Iberia’s strategic Ágora Project, aimed at streamlining every aspect of its operations at the airline’s T4 hub at Madrid-Barajas airport, to make it the world’s most efficient and user-friendly terminal, while also improving the punctuality of flights.
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