Improving customer experience through the cloud
Challenge
In the highly competitive airline industry, customer experience is a major point of differentiation, and digital channels are becoming increasingly important.
Satisfying the customer’s need for instant information and services is no longer a luxury but now a necessity.
To respond better and faster to customer needs, airlines need to transform the way they work to take advantage of emerging technology, update the technology stack, and leverage a cloud platform.
Solution
Solved immediate and long-term operational concerns through a seamless migration of on-premise servers to the cloud.
Identified the first MVP (minimum viable product) and started to code custom applications.
Created a customer app allowing users to see other possibilities and update their flight selection via the website, mobile app or at a self-service kiosk.
Results
Launched a dynamic rebooking solution which improved operational reliability, productivity and customer response times.
Enabled quicker development and release of new apps on cloud which resulted in enhanced customer feedback.
Met key objective of innovating faster in response to changing customer requirements.
Migrating to the cloud enabled cost savings by avoiding existing upgrade expenses.