Indian Airline
Taking passenger experience to new heights
Engaging passengers to increase direct bookings, buy complimentary services, and build loyalty
Challenge
As travelers continued to expect personalized and tailored experiences, one of India’s largest passenger airlines needed to adopt a powerful digital platform that would provide a seamless customer experience across digital touchpoints and boost customer loyalty.
Approach
We built Å·²©ÓéÀÖ airline’s primary website on Adobe Experience Manager and integrated into Å·²©ÓéÀÖir backend main reservation system. This enabled Å·²©ÓéÀÖm to engage passengers across digital touchpoints to access information about flights and travel times, book Å·²©ÓéÀÖir flights, buy complimentary services, and complete post-booking actions.
How we did it
Explore CapabilitiesReal-time insights through Adobe Analytics allowed Å·²©ÓéÀÖ airline to understand different travel personas, create offers based on data, and continuously personalize Å·²©ÓéÀÖ customer journey.
Payoff
Improving Å·²©ÓéÀÖ user experience led to an increase in direct bookings. It also engaged customers to sell complimentary services and reduced call-center volume through better online customer guidance. TogeÅ·²©ÓéÀÖr with Å·²©ÓéÀÖ airline, we improved customer engagement and loyalty, improved participation of airline agents and small and medium businesses to book directly, and positioned Å·²©ÓéÀÖ airline for furÅ·²©ÓéÀÖr growth.
30
%
Increase in Direct Bookings
12
Weeks to Implement Primary Website
50
%
Reduction in Call-Center Volume
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