Relay42 has made a significant stride in the airline industry by launching its real-time Customer Data Platform (CDP), specifically designed to tackle the unique challenges faced by airlines. This platform aims to optimize the passenger load factor, enhance real-time customer acquisition, and increase ancillary sales. With a decade of experience working closely with global airlines, Relay42 has developed a solution that utilizes CRM data and real-time online behaviors to offer valuable insights into passenger activities.
Key Features of Relay42’s CDP
Enhanced Passenger Behavior Insights
Relay42’s CDP integrates CRM data with real-time online behavior, providing airlines with deep insights into passenger activities. This integration allows for a comprehensive understanding of each customer’s preferences and behaviors, enabling airlines to tailor their services accordingly. Such a granular level of insight ensures that airlines can anticipate their passengers’ needs and preferences even before they have expressed them. This predictive capability not only enhances the passenger experience but also creates opportunities for targeted marketing interventions.
Moreover, the integration of these data points allows airlines to craft personalized marketing strategies that resonate with individual passengers. By linking CRM data with online behavior, airlines can understand how passengers interact with their brand across various touchpoints. This information is critical for designing effective marketing campaigns that engage passengers at the right time and on the right platform. As a result, airlines can boost both customer satisfaction and brand loyalty.
Omnichannel 1-to-1 Personalization
The Relay42 Journey Orchestration module is another standout feature of this CDP, offering omnichannel 1-to-1 personalization. This module seamlessly connects various marketing channels such as email, mobile apps, web, and SMS, ensuring a unified and coherent marketing message across all platforms. By orchestrating the customer journey across multiple touchpoints, airlines can deliver a consistent and personalized experience to their passengers, regardless of how they choose to interact with the brand.
This level of personalization extends to every aspect of the passenger’s journey, from initial engagement to post-flight follow-ups. By leveraging the omnichannel capabilities of the Relay42 CDP, airlines can send timely and relevant messages to passengers, ensuring that they remain engaged throughout their journey. This approach not only improves customer satisfaction but also increases the likelihood of repeat business and positive word-of-mouth referrals.
Real-time Revenue Management Integration
Automated Price Adjustments
One of the most compelling features of Relay42’s CDP is its ability to integrate revenue management with digital marketing for automated price adjustments across both owned and paid channels. This seamless integration ensures that pricing strategies are always aligned with current market conditions and passenger demand. By automating price adjustments based on real-time data, airlines can maximize their revenue while also offering competitive prices to attract more passengers.
The automation of price adjustments also frees up valuable time for airline staff, allowing them to focus on more strategic initiatives. Instead of manually monitoring and adjusting prices, staff can rely on the CDP to make data-driven decisions in real-time. This not only enhances efficiency but also reduces the risk of human error, ensuring that pricing strategies are always optimized for profitability.
Real-time Passenger Behavior Linkage
Relay42’s CDP takes real-time data integration a step further by linking passenger behavior to the current Passenger Load Factor (PLF). This linkage enables targeted marketing initiatives that aim to optimize both PLF and customer satisfaction. By understanding how passenger behavior impacts load factors, airlines can design marketing campaigns that encourage bookings during periods of low demand, thereby improving overall load factors.
Furthermore, the ability to link passenger behavior to PLF allows airlines to enhance their customer service initiatives. By identifying patterns in passenger behavior, airlines can offer personalized services that meet the specific needs of their passengers. This not only improves the overall travel experience but also encourages passenger loyalty and repeat business.
Predictive AI for Ancillary Sales
Personalized Recommendations
The use of predictive AI to boost ancillary sales is another innovative aspect of Relay42’s CDP. By analyzing passenger data, the CDP can generate personalized recommendations for additional services and products that are likely to interest individual passengers. This targeted approach not only increases ancillary sales but also enhances the overall passenger experience by offering services that are genuinely useful to them.
For instance, if a passenger frequently books extra legroom seats, the CDP can suggest such options during their booking process, making it easier for them to find and purchase the services they prefer. This level of personalization ensures that passengers feel valued and understood, which in turn boosts their overall satisfaction and loyalty to the airline.
Streamlining Ancillary Sales Processes
Relay42 has recently made a noteworthy advancement in the airline sector by launching its state-of-the-art real-time Customer Data Platform (CDP). This innovative platform is meticulously crafted to address the specific challenges encountered by airlines. Its primary objectives are to optimize passenger load factors, boost real-time customer acquisition, and drive an increase in ancillary sales. Drawing upon a decade of extensive collaboration with major airlines around the world, Relay42 has created a solution that leverages CRM data as well as real-time online behaviors to deliver valuable insights into passenger activities. This comprehensive approach not only enables airlines to understand their customers better but also allows for more personalized and timely interactions. By integrating multiple data sources and offering accurate, actionable insights, the platform is designed to support airlines in enhancing their operational efficiency and customer satisfaction. Such a tool is poised to revolutionize the way airlines manage passenger data and engagement, paving the way for smarter, data-driven decision-making processes.