Loyalty & Customer Experience Management

Whether traveling for business or pleasure, passengers should receive more value, more services and even more extras so that they are pleased enough by their experience to come back for more. To achieve this, customer insight gained through loyalty marketing and supported by world-class technology is critical. Loyalty marketing would, therefore, need

  • A deep understanding of the customer
  • Processes which are measured, automated, efficient and highly responsive
  • Extend the loyalty thinking and techniques to all customer segments

  • Loyalty Management solution can be adapted for airlines sector. It supports diverse business models - FFP's, clubs, alliance currencies and coalitions. With its multi-program, multi-currency, multi-partner, multi-host and multi-lingual capability, it gives broad scope to the loyalty marketer to evolve and develop loyalty propositions. The solution provides business intelligence, campaign management, member portal and mobile portals to support the full customer marketing lifecycle across all channels.

    Loyalty Management

    In the ever changing travel environment it is difficult to fix the behaviour of your passengers. Loyalty today stands as an under-statement in today's travel environment; with ever changing provider services, passenger behaviour, it is important that airlines today are not only able to build trends, but ensure that Loyalty as a offering is able to touch their prime customers with a set level of services at a profitable price tag.
    SkyCobalt has vast experience in the key areas of Customer Loyalty from customer acquisition, through customer development/commitment to customer retention. We have expertise in development and maintenance of critical modules like correspondence management and feedback management for some of the top airlines. Our technology and domain experience on hands-on application handling Loyalty systems gives us the edge on business understanding and fulfilment of services.
    SkyCobalt expertise in customer loyalty systems span across the following sub-functional areas

    Customer / Partner Enrolment
    • Frequent Flyer Program
    • Miles Accumulation
    • Redemption
    • Partnership Program
    • Alliance Program
    • Interline Agreements & Billing
    • Co-branding
    • Billing & Liability
    Sales and Marketing
    • Agent Loyalty
    • Management Information
    • Ancillary Sales
    • Airport Service
    • In-Flight Service
    • Baggage Service

    Loyalty Analytics Solution

    Loyalty programs often do not bring in expected benefits because of underlying flaws in the program that go undetected. An airlines' Loyalty will soon lose steam if the airline fails to do the following effectively:

    • Customer classification based on the usage of the loyalty program
    • Alerts to business in case of erosion in customer loyalty
    • Trend analysis on customer's loyalty program usage
    • Identification of targets and focused marketing campaigns

    Loyalty Analytics, through structured analysis of loyalty data, can provide answer to these challenges.

    Our Solution

    SkyCobalt Technologies Loyalty Analytics Solution has the capability of providing customer-centric reports that act as a decision support system. Analysing past data and extracting inferences, it helps the decision maker in understanding the trend of sales, impact of promotions, usage pattern of loyalty programs, profitability, etc.
    The reports are based on the following metrics from the loyalty system:

    • Customer Metrics (Member)
    • Transaction Metrics
    • Communication Metrics (Member Activity)
    • Service Request Metrics
    Tier Metrics

    Loyalty Programs are costly and time-consuming to change – our Loyalty Analytics solution ensures that any fine-tuning of the program is supported by strong analysis and sound decisions.
    The solution is accelerated by SkyCobalt Technologies rich domain specific knowledge and processes derived from its deep experience with Analytics solutions and its close association with the Airline (and Travel) industry.

    Business Benefits

    • Discover best, worst and middling customers for best returns
    • Increase customer loyalty and lifetime value by tailoring service levels
    • Track customer satisfaction by product, segment and cost to serve
    • Increase customer satisfaction and decrease costs by predicting service issues
    • Turn service calls into sales opportunities through enhanced cross selling