北美航空公司找到新方法来保持较高的客户满意度
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- IBM Operational Decision Manager
- IBM WebSphere MQ
- IBM WebSphere DataPower Integration Appliance XI52
- IBM Integration Bus
- IBM Tivoli Directory Integrator
技术栈
- IBM WebSphere
- IBM Tivoli
- IBM Integration Bus
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据交换与集成
- 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
- 航天
适用功能
- 销售与市场营销
关于客户
这家北美航空公司承诺以低成本提供高水平服务，于 1996 年推出服务时只有三架飞机。现在，它拥有 100 多架飞机，每天搭载 50,000 名乘客，有 450 多个航班飞往北美、中美洲和加勒比地区的 85 个目的地。该航空公司的主要重点之一是提供卓越的客户体验，无论是在前线与他们面对面互动，还是使用技术来改善他们的旅行。该公司不遗余力地推广无压力的体验。
挑战
这家北美航空公司希望通过向客户发送个性化、规则生成的电子邮件或短信来扩展其周到的客户服务，特别是在航班取消或延误期间。该公司的主要重点是提供卓越的客户体验，无论是亲自与客户互动还是使用技术来改善他们的旅行。该公司不遗余力地推广无压力的体验。它这样做的方法之一是使用通知系统通过电子邮件、语音邮件或短信等首选渠道联系客户。它会在起飞前三天提供航班提醒，提前 24 小时在线办理登机手续的机会，并及时通知任何变化，包括航班取消或延误、登机口变更或飞机上提供的娱乐或便利设施的相关信息。
解决方案
通知系统的关键在于 IBM WebSphere 软件支持许多不同信息资源之间的无缝交互。例如，登机口变更会触发存储在我们的消息主干 IBM® WebSphere® MQ 上的消息。该消息通过 IBM Operational Decision Manager 中的规则引擎运行，IBM Integration Bus (WebSphere Message Broker) 在多个系统（包括身份数据库）之间提供编排层。IBM Tivoli® Directory Integrator 查找每位客人的偏好，IBM WebSphere DataPower® 帮助保护、集中和优化对内部和外部 Web、移动和 API 工作负载的访问，以使系统正常运行。通知生成速度很快。事件可能会触发 10 到 390 条规则，具体取决于航班是否有多条航程。当需要更改规则时，系统非常灵活。
运营影响
数量效益
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