Digitizing an International Airport

"Coastal's expertise in the Public Sector space made us feel like we were working with professionals in the field. The Salesforce implementation is positioned to scale alongside our different departments. We are very excited about the possibilities of our new Salesforce CRM and how it will improve our day-to-day at the airport!"

Ruth Kimerer, Ted Stevens International Airport

Challenge

At Ted Stevens Airport in Anchorage, Alaska, the customer relationship management (CRM) process was a mess. Most customer and vendor information was tracked using business cards, making it challenging to monitor engagement or the health of relationships.

Relying on legacy knowledge proved inefficient as the international airport scaled, and they lacked the manpower to initiate a project to improve the CRM process until Ruth Kimerer was brought on specifically to lead the airport through a digital upgrade.

Due to its excellent reputation in the Salesforce ecosystem and among public sector clients, Salesforce recommended Coastal for implementation.

The goal was for the CRM to scale alongside the various departments in the airport. The objective was for any team member to access and view the most up-to-date information on any relationship in a centralized location.

Solution

Coastal implemented Salesforce Sales Cloud as the technological foundation. It enables activity capture to improve relationships and bridge the gap between the airport and its customers. The flexibility of Salesforce, coupled with its seamless integration with most tools, provides the airport with a smart, scalable approach.

Results

After Coastal implemented Sales Cloud for Ted Stevens Airport, they were equipped with the tools to establish a centralized source of truth across the entire airport.

Salesforce is positioned to scale across departments as the airport's technology journey continues. Ted Stevens is happy and called this an affordable, high-value project.

Clouds & Products

Sales Cloud