BSI: Teradata Case of the Misconnecting Passengers
Summary
TLDRThe BSI team is tasked with improving Air London's rebooking engine to enhance customer satisfaction. They face a challenge at the Frankfurt hub where four passengers miss their connections and only two seats are available on the last flight. The team examines passenger data, including frequent flyer miles and booking channels, to make informed decisions. They propose a rules-based engine that incorporates real-time data and customer-centric displays for frontline staff. Additional insights from live contact center notes and operational factors are considered. The team suggests leveraging inflight internet for interactive customer engagement, potentially resolving rebooking issues proactively.
Takeaways
- 🛫 The BSI team is tasked with improving Air London's rebooking engine to address low customer satisfaction ratings due to misconnects at hubs.
- 👥 A specific scenario involves four passengers missing their connections at Frankfurt with only two seats available on the last flight, requiring a decision on who to prioritize.
- 🎯 The team aims to enhance the rebooking process by incorporating real-time data and analytics to make more informed decisions.
- 📊 They access passenger information, including frequent flyer miles, ticket prices, and travel history, to assess the value of each passenger.
- 💼 Financial contribution scores, lifetime value predictions, and current year revenues are added to the rebooking screen to better understand passenger value.
- 📈 The team considers the booking channels, costs, and operational factors like check-in with an infant or lost luggage to inform rebooking decisions.
- 🔍 Real-time factors such as live contact center notes and operational issues are integrated into the rebooking engine to enhance decision-making.
- 💡 A customer-centric display is proposed to give frontline staff a comprehensive view of each passenger's situation and value.
- 🌐 The idea of using inflight internet for interactive screens with passengers is suggested to gather information and provide rebooking options.
- 📈 The team identifies that by leveraging real-time data and interactive capabilities, they could have accommodated all passengers, including those with special circumstances like infants and lost luggage.
Q & A
What is the main issue Air London is facing?
-Air London is facing issues with irregularities in passenger handling at their hubs, which is negatively impacting their customer satisfaction ratings.
What specific problem scenario is presented in the script?
-A misconnect situation at the Frankfurt Hub where four passengers miss their original connections and only two seats are available on the last flight of the day.
What is the goal of the BSI team in this scenario?
-The goal of the BSI team is to overhaul Air London's rebooking app using a better rules-based engine that includes more real-time factors and triggers.
What information does the impacted customer report contain?
-The impacted customer report contains basic passenger information such as origin, destination, ticket class, frequent flyer miles, and other relevant data to aid in rebooking decisions.
Which passengers are considered in the decision-making process?
-The passengers considered are Jason, who is flying from Cairo through Rome to Frankfurt; L, a first-time flyer from Japan; and Conrad, a high-value Cher One customer with significant lifetime miles.
What additional fields are added to the rebooking screen by Matt and Jodi?
-Matt and Jodi add new fields to the rebooking screen that contain additional information about each passenger, including financial contribution scores, lifetime value predictions, and current year revenues.
How does the booking channel impact the rebooking decision?
-The booking channel impacts the rebooking decision by providing information on the cost and usage of different channels, which can influence the airline's decision on who to prioritize for rebooking.
What operational real-time factors are considered for the rebooking engine?
-Operational real-time factors include information such as passengers with infants, lost luggage, and delays from previous flights, which can affect the rebooking priority.
What is the proposed solution for better rebooking decisions?
-The proposed solution is to load all relevant information into Air London's active data warehouse for real-time analytics, which would give them a competitive edge in making better rebooking decisions.
What is the idea for utilizing inflight internet seat capabilities?
-The idea is to use popup screens to interact with impacted customers, giving them options and gathering information based on the rebooking scoring, which could help accommodate their needs more effectively.
How does the BSI team plan to improve customer satisfaction with the new rebooking system?
-The BSI team plans to improve customer satisfaction by incorporating a variety of factors into the rebooking engine, such as customer lifetime value, booking history, and real-time operational data, to make more informed and customer-centric rebooking decisions.
Outlines
🛫 Reengineering Air London's Rebooking System
The BSI team is tasked with enhancing Air London's rebooking engine to address poor customer satisfaction ratings due to misconnects at hubs. A specific challenge involves four passengers missing their connections at the Frankfurt hub, with only two seats available on the last flight. The team must decide which two passengers to prioritize for the flight and which two to accommodate overnight or transfer at additional cost. The team is given access to Air London's information systems to develop a rules-based engine that incorporates real-time data for improved rebooking decisions. Initial passenger data includes frequent flyer miles and travel history, with the aim to create a more efficient and customer-centric rebooking process.
🔍 Enhancing Rebooking Decisions with Customer Insights
To improve rebooking decisions, the BSI team adds new fields to the rebooking screen, including financial contribution scores, lifetime value predictions, and current year revenues. They analyze booking channels, costs, and customer behavior to make informed choices. The team also considers operational real-time factors such as checked-in infants and lost luggage, which could influence rebooking priorities. The goal is to create a customer-centric display for frontline staff to have a comprehensive view of each passenger's situation and value. The team proposes incorporating inflight internet capabilities to interact with customers in real-time, allowing for more personalized and efficient rebooking solutions, ultimately aiming to enhance customer satisfaction and operational efficiency.
Mindmap
Keywords
💡Rebooking Engine
💡Customer Satisfaction
💡Misconnect Situation
💡Frequent Flyer Miles
💡Lifetime Value
💡Real-time Factors
💡Data Warehouse
💡Booking Channels
💡Operational Factors
💡Inflight Internet
💡Customer-Centric Display
Highlights
Air London's customer satisfaction is negatively impacted by irregularities in passenger handling.
The BSI team is tasked with improving Air London's rebooking engine to address misconnect situations.
A specific challenge involves rebooking four passengers who missed their connections at Frankfurt Hub with only two seats available.
The team examines passenger information to make data-driven rebooking decisions.
Passenger profiles include frequent flyer miles, ticket prices, and travel patterns.
Financial contribution scores and lifetime value predictions are introduced to assess passenger value.
The team considers the cost and usage of booking channels to inform rebooking decisions.
A customer-centric display is proposed to give frontline staff insights into passenger value and recent issues.
Operational real-time factors, such as checked-in infants and lost bags, are suggested for inclusion in the rebooking engine.
The team identifies additional factors like live contact center notes to enhance rebooking decisions.
The importance of considering the urgency and happiness of passengers is emphasized through call logs.
The team prepares a presentation to showcase the new rebooking factors and ideas.
Real-time analytics are proposed to give Air London a competitive edge in managing rebooking.
The idea of using inflight internet for interactive customer engagement during rebooking is introduced.
The potential for personalized customer options and gathering information through in-flight screens is discussed.
The team's innovative approach could lead to happier customers and more efficient rebooking processes.
The BSI team's work is highlighted through a case study on the BSI Teradata website.
Transcripts
the BSI team has been called in to help
build a better rebooking engine for air
London an airline that has been in
business for a little over 3 years in
this case you get to try out to be part
of the BSI team and help us make some
decisions based on data and analytics
good luck irregularities in passenger
handling at our hubs is hurting air
London's customer satisfaction ratings
in fact this past quarter we were rated
near the bottom of European based
Airlines can you give me an example of a
typical problem you'd like to resolve uh
yes here's one looks like we're going to
have another misconnect situation at our
Frankfurt Hub four passengers from
various locations connecting to our
London flight will be landing in the
next hour they've all missed their
original connections but there are only
two available seats on the last flight
today so you need to pick two to go and
two to stay overnight or transfer to
other Airlines at a higher cost to you
yeah except ours is the last flight of
the day so we're stuck sounds like it's
time to overhaul air London's rebooking
app using a better rules-based engine to
include more realtime factors and
triggers give us access to your
information systems and my team will
come up with some fresh ideas about how
to improve your re-bookings jodis turns
the project over toqi and Matt they
start by looking at passenger
information for the Frankfurt to London
misconnect situation the airline uses
cameras at checkin to capture passenger
photos
here's the impacted customer report I
just built to pull all the basic
passenger info air London uses today but
on a single screen to make our rebooking
analysis faster Jason is flying from
Cairo through Rome to Frankfurt and then
heading to London cheap ticket which I
guess accounts for all the stops he has
more than 4,000 frequent fly miles this
year 128k total looks like L does a
little bit of traveling too we don't
have any data about Stephy she must be a
first time flyer long trip for her from
Japan check out Conrad he's a big-time
traveler a Cher One customer with more
than 260,000 lifetime miles with our
London we need to keep an eye on him
based on this basic data which two
passengers would you send to
[Music]
London to create deeper customer
insights Matt and she add new fields to
the rebooking screen that contain
additional information about each
passenger from Finance I've added some
Financial contribution scores including
lifetime value predictions and current
year revenues and these fields on profit
and frequency of booking show Jason only
books the lowest margin flights L books
last minute but pays full fair so she's
very high margin plus she is booking
more frequently seems like Conrad isn't
a steady traveler but it looks like his
company's booking engine is forcing
lower margin choices on him H based on
this additional information who do you
think should go to
London would you like to revise your two
choices before we decide too quickly
it's important to consider some other
factors we can add which booking
channels people use their costs and
other information about the use of those
channels
for example Jason books on the web a
cheap Channel but we can see from the
notes that he also exits the air London
site to competitors so clearly he is
price sensitive well look at Lana she
only books through the contact center
never online the contact costs us more
to serve but we get additional info by
analyzing call center logs looks like
stepy booked via a travel agent and
Conrad he always uses his corporate web
Eng in the book that's low cost to air
London based on this additional Channel
report do you want to change your
selections here's something I worked on
last night while we need to put all the
factors into the rebooking engine we
also need to build a customer centry
display one that Frontline people like
gate a AG can use and to give them a
bird's eye view of what's happening for
each individual passenger as well as how
valuable the customer is here's a
mackup I like it several different
portlets of information customer
lifetime value booking history and
waited on how recently a passenger had
issues yes when I was building that
screen I realized that there are
operational real-time factors that we
could also add to the customer page good
thinking what other kinds of active
information goes into that part of the
screen well for starters there turns out
Lana checked in with an infant in arms
and look here's another negative factor
bags from Rome didn't make the Frankfurt
flight poor Lana maybe the rules engines
should give her a break a baby lost bags
at least she's going home to the UK If
we send her there as part of the top two
oops and here's another input from live
contact center notes adding in costs to
customer carable than rout stephie's
original flight from Japan was can
she waited 6 hours in Tokyo for her next
flight look at these call logs she is
not happy I think we have a good handle
on some factors for the new rule base
let's bring jod up to speed right away
based on these active factors it's time
to lock in your final
choices the team prepares their
presentation and factors in one more new
opportunity to do better rebooking
so what have you found there are a lot
of factors that air London can use to
make better rebooking decisions the good
news is most of the information is
readily accessible it's a matter of
loading it into their active data
warehouse so it's all in one place and
realtime analytics can be run the
realtime information should give them a
Competitive Edge since Airlines have a
lot of moving Parts speaking of real
time we thought of one more opportunity
we read in the times that air London is
adding inflight internet seat
capabilities our idea is to use popup
screens to interact with impacted
customers giving them options and
gathering information the system would
interact with them in priority order
based on the rebooking scoring for
example we might find out that our top
priority passenger Conrad would have
been happy to take the flight to London
around noon the next day that feed up a
on number two Choice Jason actually
lives in Frankfurt he'd be fine with
canceling the last leg so that iner
number three and four choices would have
made the last flight of the day right by
having interactive capabilities we would
have accommodated Lana with the baby and
stuffy looks like everybody'd be happy
great work I'll call in to describe how
the system could have handled this
Frankford scenario and see what he
thinks of the new rebooking ideas sure
no problem Chief and when do I get
promoted I'm tired of carry and Chi
thanks for watching another episode of
BSI Terra dat you can learn more about
the BSI team members and check out other
Case Files at BSI teradata tocom
including detailed screenshots of how we
did it see you next time with another
case
[Music]
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