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THEN: The Early Days of SAS Houston Office
At the time of opening the Houston office, few resources existed, and most of the work was manual. The office was littered with cubicles, desktops, and telephones with the traditional setup. Filing cabinets had records with papers on reservations and customer information, hence ensuring proper management of records. Security was also manned by people who checked documents and took responsibilities associated with physical security.
The emphasis was on personal customer service at the time due to limitations. The small, committed team conducted all reservations through calls and face-to-face service provision. The processes were very slow and cumbersome, relative to today's standards, but it was through the efficiency and commitment of the team that they were able to develop a loyal customer base.
Growth and Expansion
As there was increased air travel to Houston and it became a global city, the SAS Houston office expanded drastically. According to Houston Airport System, "In 1990 George Bush Intercontinental Airport (IAH) had about 20 million passengers a year, in 2019, IAH has about more than 45 million annual passengers. As people started traveling by air the office space of SAS and the number of employees to cater to the demands increased.
This was coupled with services to add more flights into and from Scandinavia and other destinations in Europe. The office was moved to a centrally located space within Houston, which was bigger and fully furnished with better technologies and facilities. The new space was also strategic to ease the coordination and logistics of being close to the transportation hubs.
Modernization and Digital Transformation
Technology changes rapidly in the 21st century. It follows that changes defined the operations of the SAS Houston office. The airline adopted new computerized programs for bookings, ticketing, and management of customer databases. Online booking has become the norm; customers do not need to visit the office anymore. The trend has since caught on across the airlines, with online travel sales in 2019 across the world reaching $755 billion, as revealed by Statista.
The Houston office migrated from an analog workflow to a digital platform. Filing cabinets were replaced by computers, and emails and online chat services were added to telephones. This digital migration enabled the office to handle more transactions in less time and make fewer errors. The number of errors decreased, and the processing of time was drastically accelerated, which elevated customer satisfaction by a high percentage.
Customer Service and Experience: Improving Interaction
One of the most significant changes in the growth of the SAS Houston office is that now, customer service has improved. In its initial days, customer interaction was based only in terms of office hours and phone calls. SAS has now implemented a 24/7 customer communication center working through other advanced digital channels, including social media, mobile apps, and new call center systems.
Further, chatbots can be used for routine inquiries, which leaves the human agents to be used for the more advanced needs of the customers. There are even more significant implications in a report by Oracle, which approximated that 80% of businesses now use the chatbot technology or are planning to by the year 2020. In fact, this technology assures effective and timely support for the customers that, in return, improve their travel experience.
The work environment and culture at the SAS Houston office have also undergone drastic changes. The original office structure was formal, with a clear hierarchy among employees. Over the years, it has evolved into a more collaborative and integrated work culture. The office setup is designed for a modern working environment, based on principles of teamwork and innovation: open spaces; meeting rooms equipped with new-fangled technology; and places for an employee to relax and recharge.
Sustainability and Community Engagement: A Core Value
Sustainability has emanated as a core value for SAS, and this is reflected in operations at the Houston office. Many eco-friendly practices have been implemented in the office, including saving paper, recycling, and using energy-efficient systems. Such initiatives are part of how SAS meets its overall sustainability goals, such as reducing carbon emissions and encouraging responsible travel. According to IATA, airlines have committed to a 50% reduction in net aviation CO2 emissions by 2050 compared to 2005 levels.
What is more, the Houston office participates in environmental projects within the community and also supports local charities and events. This creates a good feeling in the community about the airline and will continue to build the image of social responsibility.
NOW: A Modern Hub of Excellence
SAS Airlines Office in Houston is an office reflecting the commitment, innovation, and strong customer orientation of an airline. New technology in the office, including biometric sensors for self-verification and automated systems for ticketing and boarding, assures maximum security for luggage and passengers. The manual labor workforce has been cut to replace the services provided with automated services, providing high efficiency and reliability to the customers.
The employees, being properly trained and diversified, present the face of the airline in terms of the value of being encompassing and excellent. Continuous training ensures the employees are updated with the changes and latest techniques in serving clients in the industry. Such diversity fosters better interactions with customers and new, innovative ideas in the workplace.
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