Air-il-CRM
Beyond Airport Customers’ Information & Behavior
The non-aviation activities (retail, catering, commercial areas, media, real estate, car parking) are becoming more and more relevant in the revenues models of airport operators. In the last 10 years all the players in the world changed their focus from aviation and handling activities to non-aviation ones. These requires tools and management techniques much more sophisticated, with the aim of putting the customer at the center of the company strategies, as key element of every initiative and its satisfaction as strategic objective.
Air-il-CRM is a solution that allows to airport to manage in a complete and efficient way the set of non-aviation activities. Air-ilCRm offers, from one side, support to all the operative teams in the touchpoint management and on the other side information and analysis on the customer behavior in order define the commercial and marketing strategies.
Full Data Integration
The information present on the airports informatic system are often heterogeneous and divided in a growing number of databases and subsystems. Air-il-CRM extracts and attracts all the information in a unique integrated database, leading back every information fragment to the key identity of the system, that is the customer.
Operative instruments
Air-il-CRM supports all the operational teams, from the front office to the back office ones (Customer Care, Call Center, Info Desk, Lost&Found) giving them web-based and user-friendly tools to manage all the touchpoints with the passengers, visitors or the airport companies employees. Gathering information, answering to clients and keeping traces of every interaction has never been so easy.
Analytical Dashboards
Air-il-CRM offers to the corporate top management a series of reports and dashboards that highlight the behavioural and consumption patterns, and also the performances of all the non-aviation activities present in the airport. Knowing, updating and redefining the airport corporate strategies won't no more be a problem thanks to Air-il-CRM.
Full Data Integration
Sources
Website & e-commerce
Campaign Management
Parking Management
Customer Complaints
Loyalty program
Airport info (shop, Services, links,)
Lost & found
Sale vip & Fast track
Actions
Marketing Strategies
Business Development
Customer Care
Direct Marketing Campaign
Services Innovation
Customer Satisfaction
Operative instruments
The main operative functions of Air-il-CRM are:
Call Center
Flight Database
Info Center
Transportation means
Complaint
E-Commerce
Lost & Found
Loyalty program
Istant Search
Analytical dashboards
Air-il-CRM gives insights and statistics on:
- Clients and passengers (sex, age, provenience, profession, flights' frequence, means of transportation)
- Revenues and car park performances (results for airports, terminal and single car park)
- Revenues and E-Commerce transactions (parking, vip areas, fast tracks)
- Trend and Performance of the Call Center
- Trend and Performance of the Info Desks
- Trend and Performance of the Lost&Found
- Trend and Performance of the complaint management
One solution for the centralization of customers and prospects data
SEA Aeroporti di Milano is the society that manages the airports of Milano Malpensa and Linate chose Interlem to develop the Customer Relationship Management (CRM) solution for its airports.
THe solution, that envisages a unique operative and analytical data base for all the information coming from the various vertical system used in the company, gives to the various corporate functions an instrument of analysis and monitoring.
