About the organisation

One of the top five airlines in the world is operating over 3,600 flights per week to more than 154 cities in 81 countries across six continents. It has diversified into related industries and sectors such as cargo, airport services, engineering, hospitality services, catering, and tour operator services, all with a primary focus to deliver superior customer service.

A three-phase messaging platform enhanced their user experience and created a seamless communication loop.

Here’s how we collaborated with this airline and enabled them to #RouteItRight by enriching their customer communications using our A2P Messaging solution.

Challenges Faced

For their diversified operations across all business units, worldwide locations, and customer & employee base, the client needed an enterprise messaging system to enhance their operations through instant, real-time internal communications.

Product

A2P Messaging
Airline industry client

How we scripted their success story

We deployed a three-phase messaging platform for all their internal and external communications across 40 different departments through the following phases:

Phases:

  • Core enterprise messaging solution: The client used this to relay time critical flight information and status updates across the world. The system was fully integrated with the airline’s system through Short Message Peer-to-Peer (SMPP), it interacted with the internal databases and provided real-time delivery reports.
  • Inbound communication: By deploying local short codes, the airline’s customers sent messages to the concerned person within the organization for effective communication.
  • Global two-way communication: We deployed a global virtual mobile number and integrated it into our enterprise platform to send critical operational messages to the management team who could then immediately respond via SMS for instant two-way communication.

Outcomes of #RouteItRight methodology

  • Centrally managed platform: The entire platform was centrally managed and each department had the option to use the most convenient interface (SMPP, Web, HTTP, etc.)
  • Enhanced relationship management: As the airline stakeholders were located across the globe, the ability to communicate instantly with each of them enhanced the relationship.
  • Operational response time was expedited and streamlined using this system.
  • Continuous operational updates were enabled across key locations for ground crew and flight staff.
  • Customer feedback system: Using short codes and virtual numbers, our system enabled the airlines to receive feedback/comments/complaints from customers across the world. For example, if an individual had a bad travel experience, he/she could immediately send an SMS to the VP of Global Customer Service for further action.