Deeper Insights Provide More Personalized Customer Experiences via Mobile, In-Flight POS System
Delta Air Lines' legacy in-flight point-of-sale system (POS) system could only provide very basic transaction data for items like meals, headphones and duty-free items. Declines in credit card purchases remained undetectable until the flight landed, leading to lost revenue. In addition, the in-flight POS system lacked the ability to communicate in real time with Delta's CRM system, resulting in a disjointed customer experience.
Learn how Delta Air Lines enhanced customer experience and reduced lost revenue by implementing a mobile, in-flight POS system powered by Microsoft Dynamics and Avanade.
“The airline industry is operating in an environment where the competitor is one click away. We are helping Delta to drive a customer- centric culture; that’s especially important because consumers have more options at their fingertips than ever before.”
Executive Vice President Microsoft Business Solutions
Table of Contents:
- The Company
- The Challenges
- Improving Efficiency and Effectiveness In-Flight for Beverage, Food and Duty-Free Purchase System
- Time Data to Improve Customer Experience and Revenue
- The Solution
- The Technologies
- The Impact
- Enhanced, Real-Time Customer and Employee Interaction Data
- Increased Enterprise Manageability
- Future Improvements
- The Takeaways
- The Recommendations
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