Success Story
SEA, Aeroporti di Milano, is the society that manages the airports of Linate and Malpensa, managing all the services and activities connected to the arrival and departures, security management, luggage and passenger handling, the continuous development of services aimed for customers and operators. The SEA group is located between the first ten airport management societies in Europe for traffic volume, both in the passenger and goods transportation, while in Italy it's the second for passenger traffic and first for the goods sector.
Beyond Airport Customers’ Information & Behavior
Operative and analytics instruments to improve the relationship with the airport's clients
Sea's objective is to relaunch the company's growth through the enhancement of non-aviation activity. In order to reach this objective the focus has shifted to the relationship with the customers. The program is born after the foresight of the SEA's Customer Care, that wanted to exploit the enormous resource of the information of all the millions of passengers that would have passed through the airports thanks to Expo Milano 2016.
The collaboration between Interlem and the SEA management brought to the design and development of Air-ilCRM, the Interlem Airport Customers' Information & Behavior Management System. The solution is able to propose detailed analysis on passengers behavior and offers essential functionalities for all the people employed to manage the various touchpoints with the customers inside the airport.
Advantages achieved
- More than one million of passengers tracked in the first 10 month
- More than 80 Customer Care operators served with success
- Improvement of the performances of the Call Center, InfoDesk and Lost&Found teams.
- Increased comprehension of the customer behavior and the way areas are used
- Innovation in services and marketing campaigns
Technologies: Interlem Air-il-CRM
