customer centriaThe Customer Engagement & Experience Company

Technology InteractiveAnalytics

www.customercentria.com

Your Boarding Pass

To Customer

Engagement

Marketer's Dilemma

••

•

•

Limited Loyalty

Lack of direct brand interaction with the consumer due dominance of agents and OTAs

Constantly providing quality service despite price pressure and high operational costs

Providing an integrated customer experience – online, offline, mobile, kiosk, etc.

•••••

Build strong communities of consumers

Create an immersive and integrated experience

Multi-channel customer engagement

Conduct in-depth analysis and provide valuable insights

Ensure smooth execution and enhance RoI

CC as an Enabler

Energise with Unica

•••

Reduce campaign costs and execution time

Build strong relationships

Communicate the right message to the right user at the right time via the right channel

Results

•••• ••

Proactive Service

Personalised Offers

RoI

Share of Wallet

Efficiency

Cost Reduction

With over 90 million passengers flying on an

annual basis, India is the 9th largest aviation

market in the world. In June 2011, India's

growth in domestic aviation was second only to

Brazil and it is anticipated that the civil aviation

market will grow at a CAGR of ~ 16%over the

next 2 years. (Source: IBEF).

Today flying is the most preferred mode of

travel, especially for business and most economy

travellers. Large amount of flyers will pick any

airline with the cheapest price even at the cost of

service and quality. Hence it's even more

imperative for airlines to 'engage' with their

existing, and potential customers, and develop

brand loyalty to ensure efficiency in cost per

available seat kilometres. However, the

challenges faced by the marketers are not

limited to providing the 'better, faster, cheaper',

but also in the 'Who, What, Where, When, Why'

of the marketing initiative itself.

Growing transactional data needs the right tools

to monitor, analyse and execute marketing

initiatives. The idea is to understand the

customer, the segmentations based on flight

patterns, preferences, and behaviour before and

after a flying experience.

Customer Centria (CC) helps you use powerful

analytical tools, powered by IBM Unica,

effectively to deliver quality 'multi-channel'

marketing efforts. CC's experience with one of

India's largest airline company serves as a strong

proof of our understanding of the aviation

sector, and associated issues, concerns and user

profiles.

CC's end-to-end customer engagement solutions energise and deliver a winning multi-channel customer experience.

Personalised communication to improve client interaction, lower costs and improve marketing efficiencies translating into

enhanced ROI

Create an integrated customer experience across multiple points of contact including email, web, mobile, kiosk, branch, IVR

and call centre

Analyse customer behaviour to provide valuable insights on their travel, meal, spending and buying preferences

•

•

•

CC's Centre of Excellence and Product Incubation Centre

•

•

•

CC's Centre of Excellence incubates novel product development:

Creative solutions for all gaps identified, educate employees about

the adoption of new technologies and create a pool of global best

practices

Share and apply key learnings from each project to create world-

class proprietary products that provide ready solutions to clients

Key CC products include Data De-duplication Engine, Loyalty

Management Tool, Social Media Listening Tool and many more!

For more information email at

info@ comcustomercentria.

•

•

•

•

UNICA NetInsight

UNICA Customer Insight

UNICA Predictive Insight

UNICA Marketing Operations

We provide the full spectrum of services for all

UNICA products

•

•

•

•

UNICA Campaign

UNICA Interact

UNICA Detect

UNICA Leads

Technology

Marketing Services

Insights

Digital Engagement

Loyalty Management

Social Interaction Management

From Data to Delight

CC’s solution for the Industry, powered by IBM UnicaCivil Aviation

Customer Insightsand Analysis

Source 1 Source 2

Source 3

Marketing Data Mart

Metrics and Response Tracking

IBM Unica DetectIBM Unica Customer Analytics

Response History and Customer Data

•

•

Include customer equity and lifetime value management to create clusters

Analyse historical portfolio of various types of marketing actions and campaigns

IBM Unica Campaign Management

•

•

Providing delightful customer experience by having a unified messaging and branding to all valued customers via different mediums

Creation and execution of targeted campaigns based on segmented lists to provide economical and speedy campaigns to reduce time to market

IBM Unica eMessage

• Delivery and tracking of emails

and SMS sent to current and

potential customers while

capturing throughout,

open-rates, click-through rates

and conversions Email and SMS Channel Communication

• Improve cross-sell and retention by identifying patterns and trends based

on transactional data such as flight bookings, preferences, online transaction data through airline loyalty programs and bank/retail tie-ups

IBM Coremetrics

• Track online behaviour and customer profiling

to create a robust database of customer interactions and pattern