Cairo. Air Cairo is expanding its digital services — and has signed a CRM agreement with Salesforce and Arcsen to make it happen. The agreement, announced by the airline, makes Air Cairo one of the first Egyptian airlines to adopt the Salesforce platform, in what is described as the first fully integrated Salesforce Customer 360 implementation at one of Egypt’s largest airlines.
Inside the agreement
The program builds a unified CRM ecosystem on Salesforce Customer 360 covering sales management, marketing, customer service, loyalty programs, contact centers, complaints and compensation management, disruption handling, and air cargo services. At its core: one unified customer data platform and a single view of every passenger.
What that unlocks for travellers:
- AI-powered digital assistants, available 24/7 — helping with bookings, reservations, check-in, and instant inquiries.
- Personalized offers driven by analysis of customer behavior and preferences.
- Proactive handling of flight changes and delays, with faster response times across all digital channels.
- Better pre-flight, in-flight, and post-flight service, informed by analytics and business intelligence.
“This agreement is part of our strategy to modernize our digital infrastructure… The implementation of the CRM system represents a transformational step in how we manage customer relationships.”
— Hussein Sherif, Chairman and CEO, Air Cairo
Sherif noted that Salesforce was chosen after an extensive evaluation of the global market, citing its worldwide CRM leadership. The signing took place at Air Cairo’s headquarters in the presence of Hussein Sherif, Salesforce’s Mohamed El Khotany, and Arcsen CEO Mohamed Abdelsalam, together with their teams.
“We are proud to partner with Air Cairo on this strategic project, which represents a significant milestone in the digital transformation of Egypt’s aviation sector.”
— Mohamed Abdelsalam, CEO, Arcsen
Arcsen’s role
Arcsen is the implementation and consulting partner, overseeing the delivery and operation of the platform end to end. As the #1 Salesforce Middle East Partner 2024 (Summit tier), Arcsen brings certified teams in Dubai, Riyadh, Jeddah, Doha, and Cairo — delivering in Arabic and English.
Egyptian aviation’s digital wave
The project supports the Egyptian Ministry of Civil Aviation’s vision for better services and passenger experience, and follows Air Cairo’s earlier digital milestones including Online Check-In and the Air Cairo Holidays portal. It also lands amid a broader transformation across the sector — see EgyptAir’s move into AI-powered passenger experience, another program with Arcsen at the delivery helm.
Air Cairo + Salesforce — FAQ
What is Air Cairo implementing?
Salesforce Customer 360 — a fully integrated CRM ecosystem spanning sales, marketing, service, loyalty, contact centers, complaints and compensation, disruption handling, and air cargo.
What changes for passengers?
24/7 AI assistants for bookings and check-in, personalized offers, proactive notifications on flight changes, and faster responses on every digital channel.
Who is delivering the project?
Arcsen — Salesforce Summit Partner — oversees implementation and operation of the platform.
Why does a unified customer view matter for an airline?
Because a passenger is one person across booking, boarding, loyalty, and support. One profile means every channel — and every AI assistant — acts on the same, current information.
Exploring Salesforce for your own customer operations? Talk to Arcsen.
