AJet scales world-class customer service for global growth
Partnering with Adba Analytics and Sprinklr, AJet transformed its customer service operations into a scalable, omnichannel model capable of delivering fast, high-quality interactions across nine languages and multiple digital channels.
The Challenge
When AnadoluJet began its transformation into the AJet brand in early 2024, the airline set its sights on global markets and launched ticket sales through its new official website — delivering a more elevated, digital-first customer experience. This bold repositioning dramatically increased engagement across social channels, sparking a surge in customer conversations that far outpaced existing processes and technology.
The rapid growth revealed an opportunity to evolve and scale operations, with a continued focus on delivering timely, high-quality interactions and sustaining the brand’s promise of maximum customer satisfaction. The new technology solution needed to empower AJet’s customer service teams to support customers across social, email and other web forums and enable them to serve customers quickly in Turkish, English, French, German, Italian, Russian, Spanish, Portuguese and Arabic.
Our goal was not just to add a new tool, but to completely rethink how we engage with customers at scale. Sprinklr gave us the foundation to deliver consistent, high-quality interactions across every channel, even as contact volumes surged.”
The Solution
AJet partnered with Adba Anatlyics and Sprinklr to transform its customer service operation into a scalable, omnichannel model that could keep pace with surging customer demand. The company redesigned processes and workflows to maintain service excellence at global scale across Instagram, Facebook, X, YouTube and LinkedIn, as well as forums, blogs and news sites.
Streamlining customer service
To eliminate fragmented workflows and improve efficiency, AJet implemented key capabilities from Sprinklr Service:
- Case Management: The airline shifted from handling individual messages to a case-based approach, enabling accurate categorization, tracking and closure management. This change made high-volume interactions operationally manageable and improved reporting visibility.
- Ticketing Queue & Rule-Based Routing: Customer service cases are now automatically routed to the right agents based on skills and responsibilities. This minimizes unnecessary handoffs, reduces time loss, and ensures standardization – and therefore consistent service quality — at high volume.
By consolidating operations under Sprinklr’s unified platform, AJet replaced outdated, fragmented systems with a scalable solution that supports proactive engagement and timely, high-quality interactions — enabling the airline to continue to meet its commitment to maximum customer satisfaction.
"With Sprinklr, we can manage conversations in multiple languages and route cases intelligently to the right teams,” says Sündüs Dilek Demir, customer experience manager at AJet. “This capability has been essential for delivering consistent, high-quality service as we expand into global markets."
The Outcome
AJet’s transition to Sprinklr delivered measurable improvements in service performance within the first month of launch.
Service-level recovery at scale
In addition to tightening its response-time target from 90% within 40 minutes to 90% within 20 minutes, AJet exceeded expectations:
- Achieved a 93 percent within-20-minute response rate and is consistently above 90 percent since launch.
- Reduced average response time from 7 hours to just 17 minutes – a 95.95 percent improvement.
Sustained performance amid surging volume
Even as conversation volume soared to 36,795 per month — an 875% increase from pre-transformation levels — AJet regained control and stabilized service delivery.
- The new case-based model and automated routing ensured efficiency and consistency at scale.
- Customer experience became sustainable, aligning with AJet’s commitment to maximum satisfaction.
“Our goal was not just to add a new tool, but to completely rethink how we engage with customers at scale,” says Demir. “Sprinklr gave us the foundation to deliver consistent, high-quality interactions across every channel, even as contact volumes surge.”
