Hawaiian hopes the new service will enhance customer relationships.
Until now, relationships with business partners have been managed as separate accounts, depending on how they booked tickets. If a travel agency booked tickets on Hawaiian through both a global distribution system, such as Sabre or Galileo, and also through Hawaiian's Web site, that wasn't apparent unless managers manually evaluated the data. Because the Salesforce software aggregates that information in one view, sales and service managers can now offer their business customers volume deals based on total purchases through the various channels.
"If we don't have a good relationship with a travel agency, they may book you on another airline," Locke says. "As we enhance our view of every customer relationship and consistently apply good sales practices and great information about that customer, we should have a competitive advantage in the industry."
Hawaiian is making the Salesforce service available to 45 managers and plans to extend the rollout to 100 managers.