Xtremepush > Case Studies > The daa’s journey to personalised, multichannel customer experiences

The daa’s journey to personalised, multichannel customer experiences

Company Size

1,000+

Region

Europe

Country

Ireland

Product

Xtremepush platform

Tech Stack

Data Warehouse
Private Cloud

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Revenue Growth

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Retail
Transportation

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services
Data Science Services

About The Customer

daa (Dublin Airport Authority) is a global airport and travel retail group with businesses in 13 countries. It is a semi-state business, headquartered in Dublin, Ireland, and in addition to owning and managing both Dublin and Cork airports, daa has international airport operations and investments in Cyprus, Germany and Saudi Arabia. daa also operates a successful travel retail subsidiary, ARI, with outlets throughout Europe, North America, the Middle East, India and Asia-Pacific.

The Challenge

daa (Dublin Airport Authority) was looking for a multichannel engagement, data and analytics partner to support its vision to be an airport industry leader. The company wanted to centralise data management and ensure a robust GDPR compliant process for existing data, and a better system to acquire new data across all main channels – website and booking engines. Once this was in place, the goal was then to deliver a digital communication tool to help inform and add value to their passengers’ experience. daa required a solution that could identify the same passenger, and track their behaviour and transactions consistently across each of them. The ability to seamlessly integrate the Xtremepush platform with daa’s existing Customer Data Warehouse was crucial, in order to deliver an actionable single passenger view.

The Solution

Xtremepush was chosen to be daa’s multichannel engagement, data and analytics partner. The solution was deployed via private cloud. This gave them exclusive use of dedicated resources, ensuring optimal standards were guaranteed at all times. daa went live with its first engagement campaign within 8 weeks. Xtremepush also integrated with daa’s data warehouse, giving daa a genuine Single Customer View and allowing it to action its customer data as part of real-time engagement campaigns. Through relevant, real-time on-site messaging, daa is able to upsell key services and drive additional revenue. For example, when a customer is set to arrive at a particularly busy time in the airport, they will receive a marketing message promoting the Fast Track service, which allows them to get through the security checks quickly. This campaign is built around smart audience segmentation and automated customer journeys orchestrated on the platform.

Operational Impact

daa is able to upsell key services and drive additional revenue through relevant, real-time on-site messaging.
daa was able to rebuild its marketing email subscription list in full compliance with GDPR.
daa's marketing team is able to deliver timely offers and content through email.

Quantitative Benefit

The engagement rates for these campaigns have been excellent, with open rates between 20-40% and click-through rates between 3-10%, both well above the average figures for promotional emails.