Case
High-flying customer club, using real-time data
Supplies:
Concept development, Visual identity, UX/UI design, App development.
Customers are mobile
In the near future, Air Greenland will face stiff competition due to market liberalization.
To win this competition, Air Greenland works strategically with dialogue, customer loyalty and retention. The goal is to be the passengers' "Trusted Travel Partner".
With a live-updated app, Air Greenland now provides its travelers with an extraordinary customer experience. Before, during and after the flight. Data and experience from just over a year of operation form a solid foundation for Air Greenland, which launched verses in 2020. 2.0 by their Club Timmisa. And with that, the airline's customer universe and experiences have been lifted to a new level and new heights.
The result is higher customer satisfaction and more relevant touchpoints. The key is data that is retrieved and presented in real time, so that the customer always has relevant and updated information available. With 60 different Air Greenland destinations, it almost goes without saying that it is a great help for the individual customer to be presented with relevant and up-to-date information.
Whether it is departure and arrival times, reservations or current offers on car rental or accommodation, customers at Air Greenland continuously receive relevant and updated information via their Club Timmisa app. A concrete example is the notification of phone numbers of the local taxi companies in the city of arrival. Club Timmisa is the traveller's indispensable travel partner.
"From a traditional set-up with generic newsletters, we have now moved our communication with customers to a completely different level. We can now segment and create relevance for the individual, and we can target information, offers and services. Both before, during and after the trip."
Katja Vahl
Marketing and e-business manager
at Air Greenland
Solution and result
The solution is called "Club Timmisa" – a data-driven customer club in real time and a community for the passengers who travel to, from and in Greenland. Here, data is consolidated between different traditionally isolated data sources – Agillic, app, ERP, CRM, Amadeus ticketing system and other special systems. This creates understanding and knowledge of Air Greenland's customers' wishes and needs. And they act proactively on data and insights.
Air Greenland now has one omnichannel ecosystem based on Azure with Agillic as the execution engine, where integration of data across source systems makes it possible to target individualized content.
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