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  • How Data-Driven, Customer-Centric Leaders are Changing the travel & Transport Industry

Overview


The travel, transport, and logistics sectors experienced unprecedented disruption and challenges in 2020 and early 2021. These industries face a prolonged path to recovery, with domestic travel potentially taking up to two years to rebound, and business and long-haul travel facing an even longer recovery timeline. The international supply chain upheaval caused significant challenges for the transportation and logistics arena, although some sectors displayed resilience and strong demand.

Organizations aiming for post-pandemic success must shift their focus to a customer-centric model, emphasizing personalized experiences and driving customer satisfaction and loyalty. Utilizing customer data effectively is crucial for enhancing engagement, brand loyalty, ancillary sales, and partner revenue. However, the complexity of legacy IT systems poses challenges in leveraging data for differentiation and aligning with broader corporate strategies around governance and privacy.

Despite these challenges, early adopters have reported positive returns from technology investments that leverage integrated data, especially through the use of AI and ML tools for transforming customer service with chatbots, personalized booking journeys, and streamlined transactions.

Client


Our client is a major European aviation group comprising several member airlines and aviation services.

Challenges


The client wanted to establish a new revenue channel by making their data accessible to partners, travel agents, and the public. They planned to create an Open Application Programming Interface (API) that would allow external developers to access the airline’s data and functions via the internet. This API would also be available for internal service providers and departments. The client sought a technology partner to conceptualize and build a cost-effective, highly scalable Open API architecture, enabling public, partners, and travel agents to consume services according to their needs.


LTIMindtree Solution

Our solution experts assessed the existing system and proposed a solution designed through a design-led approach. The following implementations were completed to achieve customer goals.

Established a dedicated Direct-to-Consumer (D2C) channel in each of the 22 emerging markets using Adobe Commerce as the e-commerce platform to ensure robustness and scalability

Migrated to a single cloud platform for distributors and D2C channels to reduce maintenance costs and improve ease of use

Designed user-friendly interfaces to facilitate seamless online shopping experiences

Utilized a hybrid fulfillment model where D2C orders were sent to local dealers and distributors for fulfillment

Leveraged the D2C channel to collect customer data, including purchase patterns, preferences, and demographics

Engaged in targeted marketing campaigns to increase brand awareness among local consumers

Business Benefits

 

10%

Savings in license cost.

Growth in sales through increased brand visibility, with ability to target new markets by the addition of a completely new revenue channel

Improved booking experience for the airline customers.

Positioned the client as a tech savvy innovative organization in their industry.

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