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Aéroports de Lyon, which brings together Lyon-Saint-Exupéry and Bron airports, is a public airport platform operated by the VINCI group until 2047. The company earns its revenue not only from aviation but also from complementary services such as parking, hotels and restaurants. Nicolas Sadoulet, Head of Customer Relations at Aéroports de Lyon, and his team are tasked with handling requests and ensuring customer satisfaction across all of these services. To anticipate needs, respond to requests and continuously improve customer satisfaction, the team chose to adopt the Zendesk solution, in partnership with Synolia.
Customer service at Lyon airport covers a wide range of areas, such as flights, parking, hotels and more. For Nicolas Sadoulet, who runs the department, answering customer requests (questions, suggestions, complaints) takes a thorough knowledge of how the airport works. Before Zendesk, the department relied on a basic knowledge base made of shared files. But given the scale of the task (10+ million passengers a year and a wide variety of customer requests), one of the biggest challenges for customer service was automation.
For Aéroports de Lyon and its customer service team, it was essential to let customers find answers to simple questions on their own. The next step was to automate answers to recurring questions to free up agents, so they could focus on higher-value tasks and on continuously improving customer satisfaction.
A solution to anticipate, automate and continuously improve customer satisfaction.
“Historically, customer service at Aéroports de Lyon has been good at listening to customers. However, it lacked a proactive upstream approach to anticipate needs, as well as a rigorous downstream process for continuous improvement. We had no structured method to optimize these areas. So my goal was to build a strategy covering this entire chain, from anticipating requests to constantly improving our services.”
For Nicolas Sadoulet, a customer service solution goes beyond simply answering incoming customer requests. It must reduce the number of requests through self-service tools (chatbot, knowledge base, etc.). It must also make it possible to track quality indicators for the service delivered to customers.
Anticipating requests > Responding to customers > Statistical analysis and continuous improvement.
For Aéroports de Lyon, Zendesk was the obvious choice. In the customer service world, the solution is known globally and renowned for its flexibility and ease of implementation.
“We have an idea, we hold a workshop, we test it in a sandbox… and just like that, it’s live. With some other solutions, you need hours of outside support and configuration.”
Synolia supported Lyon airport in integrating Zendesk, from rolling out the first features to more complex projects such as SMS management and chatbot development.
Consulting • specification workshops • solution configuration • key-user training • functional and technical optimizations • liaison with the vendor
From the start of the project, features such as automated responses made ticket management easier. For example, if a customer wants to change or cancel a parking reservation, customer service now has a pre-filled response template that even fills in some fields automatically, saving time.
“For an organization our size, it’s a perfect fit. It’s an omnichannel ticketing solution that lets us handle every request in one place and provides a statistical foundation for continuous improvement.”
“It no longer makes sense to hire people to give out opening hours over the phone all day long. The work would be very repetitive, which would make hiring difficult and drive up turnover. But it can be automated! That way, we keep our agents for real issues, where they bring genuine added value.”
In addition, for requests that need input from colleagues outside customer service, agents can tag the people in charge so they have the context and can follow the request as it progresses. Finally, how easily Zendesk integrates with third-party systems, such as the Salesforce CRM, the e-commerce site (Magento), the FAQ and the chatbot, has boosted the department’s overall efficiency. When a piece of information changes, it can be updated automatically across these channels.
For Nicolas Sadoulet and his drive to continuously improve customer service, artificial intelligence holds real potential.
“Customers increasingly expect us to know their profile and their habits. It’s up to us to keep pace and offer them a personalized customer relationship.”
The AI features built into Zendesk are a valuable help in personalizing customer journeys. They make it easier to analyze data and mine customer conversations to identify the most discussed topics, the most frequent questions and more. The goal: automate even more answers to customer questions.
Today, Zendesk is part of the core of Aéroports de Lyon’s information system. And even though the tool is not open to staff outside customer service, many of them rely on it to:
On the customer service side, Zendesk fully meets the goal of covering the entire value chain: from anticipating requests to analyzing customer satisfaction in detail. Today, the head of customer service closely tracks indicators such as the automation rate (the difference between the number of requests received and those that reach agents), the customer satisfaction rate (from satisfaction surveys) and time saved on ticket handling (continuous improvement of the knowledge base, FAQ and chatbot).
Nicolas Sadoulet also keeps exploring Zendesk’s potential by integrating new AI features, for an even finer understanding of customer expectations and ever greater efficiency for customer service!
99%
of customers get a response in under 24 hours
85%
automation (IVR, FAQ, AI chatbot)
retention rate (customers satisfied and re-engaged after their complaint was handled)
“I recommend Synolia x Zendesk to any organization that wants to set up a powerful, scalable customer listening operation in just a few clicks. For us, the tool keeps proving its worth year after year.”
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