Time and effort are required to verify, capture, and process AWB data, or send information to the Customs authorities; time and resources that could be used to focus on sales and customer interaction. Well-versed in both fields, ECS Group established expert teams in 2019, and has since then carried out dedicated data administration for a number of its airline customers. QualityStars is one of the ten New Abilities in the ECS Group’s Augmented GSA concept. This unique data processing service is a clear differentiator, since no other GSA offers a comparable service.
ECS Group’s airline customers benefiting from the QualityStars service are currently spread across 8 countries. QualityStars follows the clock with shifts planned in accordance with the relevant time zones. It acts as an extended arm of each airline, working directly in the relevant airline’s system, and following its individual service agreement. “This includes monitoring the airline’s relevant KPIs, such as the number of customer claims or CASS corrections. We go beyond what is expected, and meticulously follow-up on clarification requests where we are obliged to contact the airline’s commercial team to chase up on missing information,” Dimitri Arnaudin, Manager Director of QualityStars, illustrates. QualityStars reviews the root causes for these clarifications and derives specific action plans to optimize processes at every stage. Customers not only benefit from cost and time savings, but also by improved overall quality and data capture processes.
Adrien Thominet, Executive Chairman of ECS Group, explains. “Our QualityStars service allows our airline customers to outsource specific back-office process steps in all confidence. At the same time, they benefit from a more flexible cost structure, and free up their own resources to focus on other core commercial and operational activities.”
ECS Group is the only GSA to provide AWB processing and Customs reporting as an external service. Outsourcing these administrative tasks takes just a few weeks. On average, the transfer usually happens within 1 month after contract signature. During that month, the airline’s processes and market knowledge are transferred to the QualityStars teams.
About ECS Group
ECS Group is the world leader in GSSA business, serving airlines. Representing hundreds of companies in over 50 countries through its 167 offices, ECS Group knows it can count on its 1,200+ employees around the world to offer high-quality service tailored to each of its partners. Thanks to this ever-increasing network, in 2021 ECS Group carried over 1,200,000 tons on behalf of the airlines it represents and, in this way, contributes to their growth and development on the international stage in the air cargo sector. ECS Group has received many awards from its peers and is the favoured partner and go-to GSSA in the cargo industry.