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Air Berlin Chooses Unisys for Customer LoyaltyBy DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
Information technology services provider Unisys Corporation today announced that Europe’s third-largest low-cost airline, Air Berlin, has chosen the Unisys Customer Loyalty Solution (CLS) to increase customer retention and attract new customers.
Air Berlin hopes that Unisys’ solution will provide the flexibility needed to quickly implement and alter personalized marketing initiatives based on customer preferences, therefore reducing the airline’s time to market with new promotional campaigns and providing higher levels of service to its customers. Air Berlin, which carried more than 12 million passengers in 2004, is attempting to move toward a more customer-centric business model to strengthen the German airline’s relationships with its customers.
Unisys’ operational customer database — which CLS utilizes — stores and provides real-time information to all points of customer contact throughout the airline. To enhance customer service and expand frequent flyers’ benefits, Air Berlin’s employees will be able to easily access and customize this information. The system will have an extensive Web-based client interface and customer profile display that will enable airline personnel to enter preferences and lifestyle habits and assign customer value based on various factors, factors which include travel experiences, booking preferences and interests.
The system will also allow the merging of duplicate accounts and will provide other additional options for promotional activities.
Finally, and this is a critical feature for airlines, especially those in Europe, the system will offer capabilities in multiple languages.
“Implementing the Unisys Customer Loyalty Solution is a major step toward improving how we use customer requests and lifestyle data to provide personalized service while keeping our prices low,” said Thorsten Scherzer, head of Distribution & Loyalty for Air Berlin, in a company statement.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit:
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