cusTOMeR JOuRNeY - SITAcomms.sita.aero/rs/sita/images/Customer Journey UCA4.pdf · 2020-02-25 ·...
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USE CASE CUSTOMER JOURNEY BENEFITS Airlines can enjoy an increase in revenues thanks to enhanced customer service resulting in greater passenger loyalty. Customer Journey allows airlines to tailor their customer service enabling a more personal interaction and giving airlines a competitive advantage over rivals. Real-time integration with business intelligence systems enables airlines to target customers for cross-sell and merchandise marketing activities. POWERFUL ‘LIVE’ RECORD OF A PASSENGER’S PAST, CURRENT AND FUTURE TRAVEL EXPERIENCE. SITA SOLUTION Customer Journey creates a single passenger trip record accessible by all systems and processes, giving airlines a consistent and informed view of a customer’s travel patterns. Customer Journey removes the need for a separate Passenger Name List, used in legacy departure control systems, which created a point of failure and misinformation. Customer Journey gives airlines an integrated map of a passenger’s past, current and likely future journeys. This feature integrates seamlessly with Customer Profile to ensure accuracy of customer data at all levels. Customer Journey enables the live viewing of customer information, covering all an airline’s trip-related passenger interactions, such as check-in time, upgrades and more. ISSUES Airlines have multiple, distinct databases for flight reservations, check-in and other processes that create a confused view of passenger information. Legacy PNR systems and Global Distribution Systems (GDS) provide airlines with only a partial view of passenger travel habits and customer value. Current PNR solutions are limited and unable to offer ‘live’ information – and agents are unable to make real-time decisions to enhance customer service. THE NEXT GENERATION PASSENGER NAME RECORD Airlines can now move to the next generation Passenger Name Record (PNR) with Customer Journey a feature of the Horizon Next-Gen Passenger Management solution. Standalone legacy systems which provide only basic, individual flight booking data are now a thing of the past. Customer Journey lets airlines track trip-related information such as current flight data next to past and future journeys to enjoy ‘live’ customer information. All passenger data and interactions are then mapped, allowing airlines to give enhanced customer service and enjoy cross-sell opportunities.
Transcript of cusTOMeR JOuRNeY - SITAcomms.sita.aero/rs/sita/images/Customer Journey UCA4.pdf · 2020-02-25 ·...
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cusTOMeR JOuRNeY
BeNeFITs Airlines can enjoy an increase
in revenues thanks to enhanced customer service resulting in greater passenger loyalty.
Customer Journey allows airlines to tailor their customer service enabling a more personal interaction and giving airlines a competitive advantage over rivals.
Real-time integration with business intelligence systems enables airlines to target customers for cross-sell and merchandise marketing activities.
POweRFul ‘lIve’ RecORd OF a PasseNgeR’s PasT, cuRReNT aNd FuTuRe TRavel exPeRIeNce.
sITa sOluTION Customer Journey creates a single
passenger trip record accessible by all systems and processes, giving airlines a consistent and informed view of a customer’s travel patterns.
Customer Journey removes the need for a separate Passenger Name List, used in legacy departure control systems, which created a point of failure and misinformation.
Customer Journey gives airlines an integrated map of a passenger’s past, current and likely future journeys. This feature integrates seamlessly with Customer Profile to ensure accuracy of customer data at all levels.
Customer Journey enables the live viewing of customer information, covering all an airline’s trip-related passenger interactions, such as check-in time, upgrades and more.
Issues Airlines have multiple, distinct
databases for flight reservations, check-in and other processes that create a confused view of passenger information.
Legacy PNR systems and Global Distribution Systems (GDS) provide airlines with only a partial view of passenger travel habits and customer value.
Current PNR solutions are limited and unable to offer ‘live’ information – and agents are unable to make real-time decisions to enhance customer service.
THE NEXT GENERATION PASSENGER NAME RECORDAirlines can now move to the next generation Passenger Name Record (PNR) with Customer Journey a feature of the Horizon Next-Gen Passenger Management solution. Standalone legacy systems which provide only basic, individual flight booking data are now a thing of the past. Customer Journey lets airlines track trip-related information such as current flight data next to past and future journeys to enjoy ‘live’ customer information. All passenger data and interactions are then mapped, allowing airlines to give enhanced customer service and enjoy cross-sell opportunities.
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sOluTION cOMPONeNTsKey solution features
Enhanced storage of flight purchase history, past and future.
Customer-centric journey searching in single, centralized database.
Single passenger interaction record across reservations and departure control.
Automated, standardized reservation process allows re-use over multiple touch points and on a self-service basis.
Supports ancillary product and service promotion capabilities including airline and non airline-related services.
Integrates seamlessly with existing customer loyalty and reward schemes and systems.
Simple integration into business intelligence systems enables real-time data observation and analysis.
Flexible search functionality.
Future solution features
Real-time Customer Journey access for business intelligence teams and systems.
case sTudYAn airline wanted to improve sales on a specific route and flight. By using Customer Journey, the airline has increased visibility of in-depth data on passenger interaction at all touch points, including purchase history past and future, events and incidents and other engagements. Based on this information, the airline is able to target passengers who are more likely to be interested in a city-pair route and proactively send offers.
ReTuRN ON INvesTMeNT Ability to tailor promotional
offerings delivers immediate opportunities to generate new passenger revenues.
Fast, seamless integration with existing systems ensures minimized operational disruption.
Enhanced customer service at all touch points provides defined competitive advantage.
