Implementation of Siebel Loyalty for one of Europe's Oldest Airline
Customer
The customer is one of the world's oldest operating airline providing scheduled passenger traffic and leisure traffic, technical and ground handling operations, catering, travel agencies as well as travel information and reservation services. The client services passengers and cargo to nearly 50 international and 16 domestic destinations from hubs in Helsinki, Finland, and Stockholm.
Business Need
With levels of competition ever increasing and margins reducing in the airline industry, our customer realized the need to attract, acquire, leverage, and maximize customer retention, especially high value customers, to increase revenues. This set the business need to implement a robust and extensive customer loyalty software system which would be beneficial to both the customer and the end users.
Due to the dynamic nature of business operations and growing functional requirements e.g. personalized campaigns and reward flight offerings, the existing loyalty system had become too complex to maintain and update. The aim was to seek a solution to replace or modify the existing loyalty system, which is when the customer decided to implement the Siebel Loyalty Product.
Phase I of the project began with the incumbent vendor but was stalled mid-way due to critical gaps identified by our customer on the technical and business front during the project.
How We Helped
ITC Infotech helped replace the existing complex loyalty system with Siebel Loyalty system with full project lifecycle execution
The client was also searching for a cost effective maintenance and support scheme of good quality, which would ensure smooth operation of the system after the actual go-live date. The most important goal was to secure a customer relationship program and customer service operations that would run smoothly.
ITC Infotech successfully developed and deployed the Siebel Loyalty system, with integrations to various business critical applications such as the Revenue accounting system, Fulfillment house, Data warehouse and the numerous systems of airline partners. Our consultants also helped in a smooth upgrade to a higher version of Siebel to leverage the new functionalities.
Business Benefits
Increased customer tracking and improved understanding of customer behavior and motivation, leading to focused sales efforts
Greater ability to examine processes throughout the company and target areas for improvement
Enhanced strategic business, marketing and sales services
Ability to deliver a higher level of service and a more relevant experience to the customer resulting in greater customer retention
Flow of customer information between systems and multi-channel support is a key to any FF business which is missing in the legacy systems.
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