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How Data Cloud Can Help the Aviation Industry to Enhance the Customer experience?

You can personalize pre-flight recommendations to in-flight services for your customers with Data Cloud. Learn how to implement these top strategies to create unforgettable journeys for your passengers.

Written By Natarajan PL

Air travel has come a long way since the Wright brothers' first flight. Today, we're not just crossing continents in hours; we're on the cusp of a revolution in how we experience flying.

Picture this: Passengers are planning trips. The airline's app suggests flights based on their past preferences. Travellers book with a tap, and voila - their boarding passes are on their phones, along with real-time updates about their gates. At the airport, they breeze through check-in, guided to the shortest queues. On board, the crew knows everyone’s favorite beverage. Sounds like a dream? It's quickly becoming a reality for airlines leveraging Data Cloud technology.

The Challenges faced by Aviation Industry

Airlines have always juggled a complex web of operations - from booking systems to baggage handling, in-flight services to customer support. Each of these generates vast amounts of data. Making sense of it all to create seamless, personalized experiences for thousands of passengers daily is challenging. This disconnect isn't just an operational headache; it's a missed opportunity to revolutionize the passenger experience and streamline our operations.

The Challenges faced by Aviation Industry

This is where Data Cloud technology steps in, acting as the behind-the-scenes maestro orchestrating a symphony of data points into a harmonious customer journey.

Data Cloud technology addresses these challenges by:

  • Centralizing data from multiple sources for a unified view of the customer
  • Enabling real-time data processing and action triggers
  • Facilitating seamless integration between various systems and communication channels
  • Providing powerful analytics and reporting capabilities for continuous improvement

Breaking Down the Data Silos

Traditionally, airline data has been trapped in separate systems. Booking doesn't talk to check-in, which doesn't communicate with in-flight services. Data Cloud breaks down these walls, creating a unified view of each passenger's journey.

What does this mean for your airline and passengers?

What does this mean for your airline and passengers?

  1. Personalized Pre-Flight Experience Remember how certain passengers always pick an aisle seat? Your airline will know this. Data Cloud allows you to tailor recommendations based on individual preferences, from seat selection to meal choices.
  2. Smooth Sailing Through the Airport Imagine providing passengers with a heads-up about security wait times or directions to the least crowded check-in counter. With real-time data processing, you can guide them through the airport maze effortlessly.
  3. Real-time Problem-Solving Flight delayed or missed baggage? Before passengers start worrying about their connections, your airline could have solutions ready. Data Cloud enables you to anticipate issues and resolve them proactively.
  4. In-Flight Personalization Ever had passengers wish the in-flight entertainment had more of what they like? With Data Cloud, you can curate content based on individual preferences, making those long-haul flights more enjoyable for your customers.
  5. Loyalty That Really Pays Off Gone are the days of generic loyalty programs. Your airline can now offer rewards that truly resonate with each passenger's travel patterns and preferences.
  6. Superior Customer Service Customer journey mapping and automation have evolved so much that the airline customer service agents would be aware of your concerns as soon as a customer reaches out. Processing refunds, addressing concerns and ensuring safety and satisfaction are easier & faster than ever before.

5 Use Cases That Enhances Customer Experience

Salesforce Data Cloud for Aviation Industry

This technology isn't just about making travel more convenient; it's about fundamentally changing how airlines interact with passengers. It's the difference between being treated as a seat number and being recognized as an individual with unique needs and preferences.

Now, let's explore how Data Cloud addresses specific pain points in the aviation customer journey:

1. Personalized Pre-Flight Communications: Data Cloud allows airlines to create a unified customer profile, combining data from past flights, preferences, and interactions. This enables:

  • Tailored flight recommendations based on travel history
  • Personalized offers for upgrades or ancillary services
  • Proactive communication about potential travel disruptions

Example: An airline uses Data Cloud to identify a frequent business traveler's preferred routes and sends a personalized email about a new direct flight option that saves time on their regular journey.

2. Streamlined Check-In and Baggage Drop: By integrating data from various systems, Data Cloud facilitates:

Streamlined Check-In and Baggage Drop using Salesforce Data Cloud

  • Automated check-in reminders based on customer preferences
  • Real-time updates on queue times at different check-in counters
  • Personalized baggage allowance reminders

Real-world application: An airline app, powered by Data Cloud, guides passengers to the right check-in counters and provides estimated wait times, significantly reducing stress and improving the pre-flight experience.

3. Real-Time Flight Updates and Notifications: Data Cloud's real-time processing capabilities enable:

  • Instant notifications about gate changes, delays, or cancellations
  • Personalized alternative flight suggestions in case of disruptions
  • Proactive rebooking for affected passengers

Scenario: When a flight is delayed due to weather, Data Cloud immediately identifies affected passengers, their connections, and preferences, allowing the airline to send personalized notifications with rebooking options before the passengers even reach out for help.

4. In-Flight Personalization: By leveraging historical data and real-time insights, airlines can enhance the in-flight experience: