28 January 2011
MANTIC POINT HELPS EASYJET KEEP PASSENGERS INFORMED DURING RECENT BAD WEATHER
Over 200,000 messages sent to passengers in December
Mantic Point's today announced that easyJet, the largest UK and 4th biggest European airline, is using its Customer Service Portal, to help manage customer communication during periods of disruption.
When bad weather hit Europe in December, easyJet's customer services team used the Customer Service Portal to send over 200,000 messages to passengers to keep them updated about the latest status of their flight.
During periods of disruption, keeping passengers informed is a priority for easyJet, but with a schedule that covers 122 airports in 29 countries and operating 1,000 flights per day, getting the right information to the right passengers, at the right time poses a real challenge.
Lidia Stefanowska, easyJet's Customer Experience Manager, explained: "Disruption is extremely distressing for our passengers, so easyJet is focused on communicating the latest situation to people about their flight. To support this we need tools that provide a quick, efficient and effective means for us to disseminate information to our passengers. Mantic Point's Customer Service Portal is a productivity tool which supports ad-hoc communication by email or text message. Using the Customer Service Portal means we spend less time extracting and manipulating data, which gives us more time to spend letting our passengers know what's happening with their flight."
Mantic Point's Customer Service Portal sits over a data extract from easyJet's reservation system and provides a simple web-interface so member's of the customer services team can quickly and easily create messages for different groups of passengers (e.g. selecting passengers by flight number, departure airport, destination, etc).
The Customer Service Portal supports a full audit trail and provides performance management tools to help easyJet review their processes and allocate costs easily and accurately.
TweetNotes to the editor
- Mantic Point designed, built, and operates StreamThru, a mobile travel assistant which provides up-to-date travel information to holidaymakers and business travelers through their mobile phones.
- StreamThru updates travelers automatically with timely, personalized information about their trip, including flight information, weather forecasts, traffic updates, itinerary reminders, destination information and even quizzes to help pass the time.
- StreamThru was highlighted by Nokia as one of the top-5 travel applications in their Ovi store for in one of their recent marketing campaigns
- StreamThru is available in white-label form to help travel companies keep in touch with their customers while they are on the move, providing up-to-the-minute, personalized travel information, which is delivered direct to the customer's mobile phone using proven SMS, mobile-web applications, and native mobile applications.
- Existing clients include Air New Zealand, Amadeus, BAA Heathrow Airport, Bristol Airport, easyJet, Holiday Extras, Manchester Airport, Opodo and Vodafone.
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