Airlines Customer Relationship Management Crm Systems Computer Science Essay

Airlines Customer Relationship Management Crm Systems reckoner Science EssayDuring the early 1920s, several small scale airline companies had come up in different parts of Europe but only two of them made it to the top. They were-The Deutscher Aero Llyod and Junkers Luftverkehr. On January 6, 1926, they merged and founded Deutsche Lufthansa AG. Since indeed Lufthansa has been continuously transforming itself into a competitive corporation with maximum customer satisfaction and modern organizational complex body part.Deutsche Lufthansa is divide into 2 main divisionsLufthansa AirlinesLufthansa SystemsAirlines comprise of the different inclineenger airline answers like Swiss airlines, Austrian Airlines, Brussels Airlines, German Wings, JetBlue and SunExpress.Systems comprise of mixed MIS and Softwargon system divisions like Lufthansa Systems, Lufthansa despatch, Lufthansa Technik and Financial Services.(Refer figure 1.)Lufthansa Systems is the study player in the Software syste ms and provides consulting and IT services to various companies. Companies from different sectors like transport, logistics and industry rely on the expertise of Lufthansa Systems. Apart from developing individual applications, it excessively provides airlines with compound platform solutions that help them to optimize their hollow out processes.Its Platform solutions includeThe incorporate operations Control Center (IOCC) Platform for airline operationsThe Integrated Commercial Platform (ICP) for lucre pick outment and revenue controlThe Sirax AirFinance Platform for revenue managementThe Operations Platform for dodging planning and executionThe GroundSolutions Platform for check-in and embarkationThe AdvancedCargo Platform for all cargo processesCustomer Relationship Management systemsAny airlines success basically depends on its capability to manage sales, marketing, and to increase favours for both from a interrupt understanding of its customers. To achieve this, airl ine e-CRM models not only provide a comprehensive solution but also contribute towards improving the relationship of the airlines with its customers.An airline e-CRM model is a system made up of various components, different linkages amongst these components, and the dynamics- that mess take advantage of the Internet to commit revenue. This is accomplished by building each of the components-value, revenue sources, rates and pricing, scope, capabilities and sustainability-and crafting linkages amongst these components. Hence it enables an airline to achieve an advantage over its competitors.Various softwares and MIS systems not only reduce the manual labour but also add to the needs of the customers better. A broad classification of all the CRM services provided by Lufthansa includesPassenger core systems survey added servicesPassenger Airline Competence Centre (PACC)MultiHost Sales,MultiHost DCS,e- raging interliningGroundSolutions Platform,NetLIne,Revenue Integrity.Strategy Vend or,Selection, Migration and Integration,Process Engineering.GrandSolutionsGroundSolutions/ Mobile uptakes SMS dialogues or a mobile website to guide passengers satisfactoryly throughout the replete(p) check-in process. Passengers spate use whatever PC and choose the seats, of their wish from an aircraft-specific lay plan, online. just they can also print their boarding pass or can send it to a mobile device like a PDA or cell phone. Special check-ins like group check-in or employee standby flights are also integrated in this system. Charter passengers flying with a voucher instead of a ticket can religious service this service as well.The system requires the customer to place his ID card or passport on the sign in machines scanner. Then the flight number and destination for the flight is to be entered. The touch screen helps in ledger entry the personal details. Once the booking is through with(p), it can be confirmed online on lufthansa.com under my bookings. The payment is done via a credit card.GroundSolutions offers other services such asUp gradation to a higher(prenominal)(prenominal) classLounge accessReservation of special seats including window seats or overtake route seats.This shows that the airline is in complete control of its various ancillary revenue channels. As presently as some change is made in the administrative department, this information is available to the passengers. This includes offering an provoke to the next class or even a change in the advertisement on the boarding pass depending on the snip, location or even the flight number.This has not only reduced the personify and time many folds but has also provided better customer satisfaction by addressing the needs of various customer groups differently. Further more(prenominal), because of the flexibility in the system, the customers can be informed about any kind of changes easily. appoint featuresOn to and return check-ins both possibleSelection of the seats by the p assengers on an interactive seating planThe e-boarding pass available on the cell phoneKey benefitsPassengers have a better control over various processesThis satisfies customer needs and increases compliancePaperless check-in proves to be more convenient and time savingAltea Customer Management System by AmadeusAltea MIS is owned by Amadeus IT Group, the largest GDS (Global Distribution System) provider in the world with an estimated market share of 37% in 2009. Spread over 195 countries, its customers include airlines, hotels, start agencies, rail and road transport companies. In 2009, 238 million passengers boarded different airlines using Amadeus Alta. Air France and Lufthansa are its major customers.Altea is a new-generation CRM system which addresses airlines key functions like sales and reservations, arrival and departure control and document management.Altea reservationsAltea inventoryAltea DCSAvailability,Booking,Fares and pricing,Customer profiles,e-ticketingSchedules ma nagement,Inventory control,Seat map management.Check-in,Boarding pass issuance,Baggage management,Flight boarding.Altea enables the customers to manage their booking and ticketing conveniently.it also helps airlines to manage their schedules, seating capacity and the associated fares. The user-interface is but simplified by the preferential use of XML over HTML or SOAP. This minimizes the implementation time and enables seamless connection with any ERP system. The Amadeus Alta service unifies end-to-end IP network using highly reliable components supplying a in full managed crease class of service. This allows Airlines and Ground Handlers to access the Amadeus Alta DCS services from airports.The system enables the airlines to share network connectivity at airports to reduce operating costs and to provide a simpler solution. It guarantees access to Amadeus applications with better services and solvent times than what other airports can offer today. It provides access to best spee ds available and is a very supple system for the entire community of users. It provides different Class of Service (CoS) functionality for assigning higher priority to business critical traffic (e.g. Check-in) and lower priority to non-critical traffic (e.g. back office).The Amadeus Alta CRM System is knowing around the following core conceptsSingle data source- this eliminates inconsistency of data.Customer centricity- entire information about the customers journey made availableAutomation and flexibility- Intuitive graphical user interfaces facilitate efficient serviceCommon platform- offers benefit due to the combined input of all the world-leading airlines.Key featuresFully automated ticket availability and bookingHigher customer satisfactionIncreased staff productivityFaster and more efficient ticketingEnhanced self service options via web or kioskReduced cost and higher reliabilityNiceView NiceView is an in-flight infotainment system which has been recently introduced by the airlines to make each passengers journey a memorable one. It enables the passengers to experience all the beautiful and mesmerizing scenes as though seeing them directly from the pilots cockpit.The NiceView is a miserable map system which provides high-resolution three-D maps and hence provides information and entertainment at the same time. It further provides an impressing 3-D view of the aircraft at its current geographical location as well as the flight path. On zooming in, high-resolution maps of 1 meter per pixel can be configured which display the entire flight route. The view of the entire route, flight track line, destination airport and the arrival time can be seen in 2-D or 3-D. Current flight data can be obtained from airborne communication links via ARINC-429 (ACARS) or Ethernet (Sat-Com/Broadband) . Virtual flights are also possible between the starting and the ending destinations by typing in their names.Lufthansa Airlines has implemented this software in majority of its international flights. It has also customized the software by including several other options like playing audio or video clips including movies or pre-recorded TV series, sports or political news, information regarding the estimated time of arrival, airport or boarding information or other safety device briefings. It further gives environmental information like the estimated temperature outside, stomach conditions, time change etc. The system also facilitates language translations as well as feeding and editing of geopolitical data.WorkingAt the time of take-off, NiceView automatically displays a welcome note on the touch-screen. Out of the several options including route map, movies, audio clips, weather information, news, flight related information and others, the passengers are free to select any one of their choice. High interpretation video output (HDTV) is also available apart from the standard definition video signals (NTSC/PAL). To support multi-channel and multi- language issue around 4 mono audio channels are provided.With the help of touch screen, the passengers can ledgeman various components of the system and can go back to the main or previous menu whenever desired. Further the alignment of the maps can be changed as per convenience and the entire time and route of the flight can be displayed. Any kind of selection of an item can be done via the touch-screen followed by a similar exit.Key benefitsVirtual camera views in 2D and 3D from around the aircraftA practical(prenominal) flight routeDisplay of movies and audio clipsVarious geopolitical, graphical and information overlaysNews and information2-D and 3-D locations relative to the aircraftIllustrations of oceanographic dataThus all in all NiceView is truly an infotainment as it serves the purpose of providing sufficient information as well as entertainment during the flight.AppendixFig 1- Organizational structure of Lufthansa GroupFig 2- Display of Amadeus AlteaFig 3- Route of the flight illustrated in 2-D