Case Studies

Aviation Industry Case Study: General Sales Agent (GSA) Support Delivery

The client’s story

We work with some of the top airline brands across the globe. This client is one of the largest airlines in the world operating on average nearly 6,700 flights per day to more than 330 destinations in 54 countries throughout North America, Canada, the Caribbean, South America, Europe, Asia. With their extensive international and domestic network they provide world class services to over 530,794 passengers on an average day.

The need

In 2004 the client was tasked to look at cost saving initiatives for their General Sales Agents. General Sales Agents are the airline’s representatives in those countries into which they do not actually operate an aircraft, but they do generate sales. This airline has had airline representatives for over 30 years, but their aircraft do not fly into South Africa.

They needed to lower costs by consolidating their Cape Town, Durban and Johannesburg offices and yet maintain an active market presence in South Africa. In addition, they also wanted technological advancements and to improve communications. Mindpearl was selected as the simple choice to handle General Sales Agent (GSA) support in South Africa on their behalf.

Our solution

We provided this airline with a dedicated team of qualified people in Cape Town with airline and sales expertise to grow and promote their services to local travel agents, corporates and the general public nationally. We implemented innovative sales strategies using our team’s local knowledge and expertise. In addition we improved communications in the market through a dedicated Sales Manager.

They also gained advanced technology which allowed them to monitor service levels in real time, which they could not do previously. Our in depth airline industry expertise ensured that we were the perfect partner for this client. Our airline knowledge, combined with our innovative and flexible approach to business, allowed this partnership to flourish.

Happy Conclusion

Mindpearl’s partnership approach with this airline, allowed success and great results to grow. Major achievements include being awarded for the 2nd highest revenue generated from all GSA’s, and the most improved Premium Revenue.

Today, Mindpearl delivers inbound call, sales, admin, frequent flyer programme, consumer relations and flight re-protections support for this airline. Our solution now extends to our centres in Brisbane, Cape Town and Suva allowing language provision in English, Mandarin, Cantonese, Japanese, Korean, French, German, and Italian.