Swiss intercontinental airline SWISS has chosen CRM software from E.piphany in a bid to create a single, enterprise-wide view of each customer.
SWISS is the new intercontinental airline of Switzerland, which serves 59 countries and 126 destinations worldwide with 132 aircraft, 26 long haul, and 102 medium and short haul.
The Web-based platform of E.piphany’s E.6 links to a centralized customer database to pull together historical flight information as well as sales and marketing data. This is intended to enable the exchange of information and allow for more sophisticated marketing and servicing techniques to monitor customer satisfaction.
Specific pplications of this will include travel planning, enquiries and bookings, to targeting them with special offers based on known customer preferences.
In addition to E.piphany's Intelligent Sales solution, SWISS selected E.piphany's Campaign Management module as single link to the existing centralised customer data warehouse and frequent flyer database as well as the company's unique Customer Loyalty Information Program (CLIP) and other technology supported 'Customer Care' innovations.
Together, the intelligent Sales Force Automation and the Campaign Management modules provide what the vendor calls a “borderless solution”. The software will also enable SWISS to integrate data concerning contracts and performance of the different SWISS affiliates with the campaign management data.
"It is of vital importance that our multi-channel worldwide campaigns are orchestrated in harmony with the sales force activities undertaken by our local agents and agencies", said Peter Baumgartner, SWISS' General Manager of Core Customer Marketing.
The roll out for the full implementation of the E.piphany solution will include extensive user training and process change management. This will involve not only E.piphany's personnel, but also business executives from SWISS, as well as internal and external IT specialists.