SIA to get new IT system

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SIA will upgrade its customer service systems
SIA will upgrade its customer service systems

Singapore Airlines (SIA) has signed a contract with Accenture for the development of a new IT system.

Under the terms of the contract, Accenture will develop a new Customer Experience Management (CEM) system for SIA, for use by customer service staff across the airline’s network. Implementation is scheduled for the second half of 2014.

“IT is a critical enabler that helps us continue enhancing our customer service offerings. The new CEM system will be an important element to help our staff on the ground and in the air take customer service to the next level,” said SIA’s senior vice president of product & services, Tan Pee Teck.

The financial terms of the Accenture deal have not been released, but the development of the new CEM continues SIA’s recent investment in customer facilities. This will include the roll out of new in-flight cabin products in July 2013 and a new design concept for its airport lounges later this year.

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