Qatar Airways Cargo focuses on ‘Digital Transformation’

Published: Tuesday, October 4, 2022

DOHA, Qatar–Aiming for reliable information, fast access, and efficient interactions in its digital transformation strategy, Qatar Airways Cargo announced intensifying blending intelligent technology with personal customer care.

Qatar’s national cargo carrier said digital transformation is a key point of its The Next Generation -concept, a whole new way of upscaling its business in the fast-changing air cargo industry.

“Digital tools are an enabler and an enhancement of our service portfolio, giving our customers a broad and varied choice of how they wish to interact with us, and our employees the tools for proactive rather than reactive engagement. Our digital developments are based on reducing process inefficiencies so that customers receive a faster turn-around. These adaptations enable our people to focus on value-added work, not on repetitive manual tasks that do not bring value,” said Faisal Karamat, Vice President Customer Experience at Qatar Airways Cargo.

The carrier is also working to equip its sales team with data analytics that offer tailored services to customers, as well as provide the operations team with flight-load and shipment information prior to flight arrival, enabling them to streamline the shipment movement.

Qatar Airways Cargo’s digital transformation strategy concentrates on replacing repetitive manual processes with digital solutions, refining existing systems, and developing intelligent interfaces to industry software. The company is also exploring ways to reduce the service response time across various customer touchpoints.

For example, how quickly a customer is able to open an account with Qatar Airways Cargo depends on whether they are IATA CASS-registered or non-IATA CASS. “Our focus is on tapping into available technologies and combining them with various in-house tools,” Karamat explains. “We are offering a full omni-channel experience where customers can book via various platforms of their choice.”

Qatar Airways Cargo began offering its capacity on Webcargo in February 2021, and has since seen over 50,000 bookings in the first year. Its success has led to a wider omni-channel approach where customers can choose how they wish to book with Qatar Airways Cargo, either online via the airline’s website, or booking platforms, as is more and more the case, or via the traditional phone or email booking method.

Qatar Airways Cargo says it will soon be announcing further third-party marketplace partners and a brand-new booking experience in line with The Next Generation spirit conveyed by the carrier.

The world’s leading cargo carrier will be introducing many more digital transformation initiatives in the months ahead.