Smarter Air Travel: Revolutionizing the Customer Experience with Multichannel Solutions
Jennifer Dubow 060001C6YV firstname.lastname@example.org | | Tags:  travel air customer experience airline multichannel transport
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Transportation is the circulatory system of our Global economy. Essentially all tangible goods—food, clothing, medicine, fuel and consumer products—have been transported to us from somewhere else. This ecosystem of vehicles, infrastructure and terminals is undergoing dramatic changes driven by a worldwide population explosion, urbanization, globalization and technological innovation. Airlines, instrumental in the creation of our global economy, are also facing skyrocketing fuel prices, rising operational costs and increasing customer expectations.
Within the airline industry, customer expectations are exceedingly high. Websites must be easy to navigate while still providing a variety of tools and customizable interfaces. Products, special offers and promotions are expected to be pushed out on a regular basis, with quick, easy paths being cleared for the customer to take advantage of the different offers. Add to this the need for individual companies to differentiate themselves from the competition with unique features and offers, and the technological challenges become formidable.
By taking a smarter approach, by marrying digital technology with physical infrastructure, airlines can face down these difficult challenges. Airlines can improve the end-to-end passenger experience, reduce costs, and build customer loyalty with a Multichannel sales and service solution.
Multichannel sales and service: The IBM Travel and Transportation Industry framework can help airlines provide a more seamless customer experience across pre-travel sales channels and on-trip touch points by creating a “single view” of a passenger. The single view is accomplished by integrating information from disparate data sources and making it available to customer-centric processes.Multichannel sales and service has evolved the airline check in process over the last decade. I always use the self service check in kiosk when checking in for a flight instead of waiting in long check in lines at the airport. I greatly appreciate avoiding the check in lines that could easily take 30 minutes to an hour of my time.
IBM Multichannel Airline Self-Service Solutions can help airlines achieve smarter travel solutions in multiple ways including a few described below.
Steps to Smarter Travel with Airline Self Service Solutions:
1. Enhance the customer experience – Airlines provide the customer with convenience, choice, and efficiency in self service solutions
2. Improve Revenue Management – Airlines better leverage fare upgrade revenue opportunities with a self service solution
3. Improve Operational Efficiencies – Airlines extend check-in capabilities with self service solutions.
4. Reduce Costs – Airlines improve cost efficiencies and empower passengers with self service solutions.
5. Deliver finer-grained decisions – Airlines can incorporate additional functionality to provide customer loyalty program special offers.
The IBM Multichannel Airline Self Service demo shows how the customer experience is greatly enhanced and how the Airline Self Service solution enables Smarter Travel.
Join us at IMPACT 2011 where you can hear your Travel and Transportation peers talk about how they are solving their most pressing challenges. See a sample of the sessions below including Accovia, C.H. Robinson Worldwide, Lufthansa, and Westjet.
Session # 2271: Using Business Rules for Packaging and Pricing in the Travel Industry
Abstract: Accovia has been in the reservation systems business for 25 years servicing many prestigious customers from around the world. Accovia built a completely new solution a few years ago. The solution was based on current technologies and focused on the present needs of the travel industry such as real time dynamic packaging and pricing. The basis of our new architecture is the WebSphere ILOG Business Rules Management System. The BRMS is used to package and price services instead of building all combinations of offers and prices in a database. We will present in this session the hurdles we had to manage, the solutions we put in place and the value it brings to our customers. We will also explain the BRMS features and tools that have been used in that project, and present the first implementation.
Session # 2699: B2B Integration - Building an Enterprise Class Service at C.H. Robinson Worldwide
Abstract: Come hear how C.H. Robinson Worldwide (a leader in 3PL) together with Sterling Commerce built and delivered an enterprise class B2B solution handling over 10 million documents per month.
Session # 2940: Westjet's Journey Towards SOA - Through Intergration: Lessons Learned
Abstract: In this session, I will demonstrate WestJet's execution of SOA throughout the organization by implementing MQFTE, MB and DataPower Appliances. I will discuss how we leveraged existing projects and "sold" SOA to the business in order to gain funding and support. With the introduction of systems globally, we needed to provide a file transfer backbone to simplify configuration, administration and auditing. We also needed an environment were source and target systems did not need to be directly connected to transfer files. As WestJets IT Enterprise matured towards becoming more of a Service-based environment, the data being transferred between applications was wrapped as services, and used by subscribers through an Enterprise Service Bus.
Session #1211A: It All Starts With the Customer (Customer Panel including Lufthansa)
Abstract: As more people go mobile and spend more time on the Web, it has become strategically critical for organizations to focus on developing and strengthening their business relationships online. By delivering more social, personalized and exceptional experiences for people over Web and mobile channels, organizations stand to reap the benefits of competitive differentiation, customer loyalty, and profitable growth. In this session you will learn how IBM has defined a forward-looking vision for how organizations will re-invent customer relationships through online channels. Hear from a panel of customers who will share their experiences on how they've strengthened their customer relationship and improved their bottom line business results.
Join the conversation!