Delta Air Lines Global Sales Support

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: Delta Air Lines, Atlanta, GA
Company Description: Delta Air Lines Global Sales Support provides award-winning, differentiated customer service to both its corporate and travel agency partners. Utilizing CRM technology, our Sales Associates work with segmented programs for a truly personalized approach to our customers’ needs. Associates are divided into multiple specialized support desks to make it easier to do business with Delta.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: Delta Air Lines Global Sales Support

Tell the story about what this nominated department achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

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Delta Air Lines’ Sales Support serves the airline’s highest-value corporate and travel agency partners with individualized support and personalized service 24/7/365. This around-the-clock service drives business relationships that generate more than half of Delta’s overall revenue.

Our 250 Sales Associates in the USA, Canada, Singapore, Japan and Korea strive for immediate resolution and innovative, creative solutions for our high-value partners. By empowering Associates with the ability to go above and beyond on customer requests, Sales Support ensures all needs are met on one call. This differentiates Sales Support from our competitors and makes it easier to do business with Delta. Sales Support has launched numerous initiatives to ensure exceptional levels of service for our partners
:
1. Investing in team to ensure they take care of our partners
• Increased frequency of team meetings, reduced leader-to-Associate ratios, and expanded work at home program in response to employee survey feedback
• 28 members of team nominated for Chairman’s Club award, Delta’s highest employee honor
• Rewarded employees for individual customer engagement activities with focus on customer service through call quality
• Employee satisfaction score of 4.13/5, a 6.4% YoY increase
• Expanded custom knowledge opportunities for Associates with dedicated training and communications team
O Conducted 11,000 hours of training in 2014, a 10% YoY improvement
O This is 42% more hours than 2012

• Continued focus on developing experienced workforce
O Sales Support Associates have 2,000+ combined years of Delta experience

2.Technology enhancements and customization
• Associates received 300 customer compliments since July 2013
• Associates received more than 200 opportunities to attend joint sales calls and events with sales account executives

5. Awards and Recognition
• Swept every major travel publication award for agency support in 2013 and 2014
O Business Travel News recognized Delta and Sales Support as #1 in 10 out of 10 award categories in 2014
O First airline to win in four consecutive years
O Delta overall score improved 6% YoY; gap to second place increased 31% YoY
O In 2014, Recommend magazine named Sales Support as best support team in the industry for fourth straight year

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