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Now airport customers can lodge complaints through Internet

Staff Reporter

NEW DELHI: Unhappy with the toilets at Delhi airport? You will soon be able to make your complaint to the authorities online. With the Delhi International Airport Limited (DIAL) tying up with IBM Global Business Services to develop an enterprise resource planning system, customers will now be able to make their voice heard on the Internet.

"This software will help us develop customer relationship management. At the moment we don't have a comprehensive way to deal with complaints online. This new system will help us to reply and rectify complaints quickly and efficiently," said an airport official.

Integrated data

Apart from giving customers the option of making complaints on the web, it will also give DIAL a chance to be able to track gaps in their performance. The enterprise resource planning system will integrate all data and processes of the organisation into a unified system. A step ahead in terms of technology, its implementation will take over two years.

"We needed a system that integrated all of our back-end systems and put us in a better position to cater to end-user requirements for now and the future, and we are happy that IBM has been able to come up with a tailor-made solution for us," said DIAL General Manager (IT) Pankaj Sahni.

With air traffic growing at a tremendous pace in the Capital, there is need for a technological solution to deal with the issue. "By creating a strong information backbone across the airport's various departments, the system will give the airport management a consolidated view of the airport's performance. Airport employees will also be able to easily complete tasks and service travellers, as one point of data entry would serve multiple purposes. The system will also help the airport collaborate better with its partners, customers and external stakeholders," pointed out an official.

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