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.

SkyAviation 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.

Key Business Areas:

Customer Loyalty management solution span across the following sub-functional areas

1. Customer / Partner Enrolment

i) Frequent Flyer Program

ii) Miles Accumulation

iii) Redemption

iv) Partnership Program

v) Alliance Program

vi) Interline Agreements & Billing

vii) Co-branding

viii) Billing & Liability

2. Sales and Marketing

i) Agent Loyalty Program

ii) Management Information

iii) Ancillary Sales

3. Services

i) Airport Service

ii) In-Flight Service

iii) Baggage Service

Loyalty Analytics Solution:

Business Need
Loyalty programs often do not bring in expected benefits because of underlying flaws in the program that go undetected. An airlines’ Loyalty Program will soon lose steam if the airline fails to do the following effectively:
1. Customer classification based on the usage of the loyalty program.
2. to business in case of erosion in customer loyalty.
3. Trend analysis on customer’s loyalty program usage.
4. Identification of targets and focused marketing campaigns.
5. Loyalty Analytics, through structured analysis of loyalty data, can provide answer to these challenges.

Our Solution
SkyAviation 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:
1. Customer Metrics (Member)
2. Transaction Metrics
3. Communication Metrics (Member Activity)
4. 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 Sky Aviation 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:
1. Identify, Attract, Acquire, Retain & Leverage the most profitable customers.
2. Achieve strategic differentiation in a competitive marketplace.
3. Influence the desired customer behaviour to drive profitability & long term Loyalty.
4. Evolve an effective business strategy with regard to products and target customers.
5. Discover best, worst and middling customers for best returns.
6. Increase customer loyalty and lifetime value by tailoring service levels.
7. Track customer satisfaction by product, segment and cost to serve.
8. Increase customer satisfaction and decrease costs by predicting service issues.
9. Turn service calls into sales opportunities through enhanced cross selling.

Key Operational Drivers of Loyalty: