Our partner is a European flag carrier with over 4000 employees. Every year, they help more than 11 million passengers around the world get to where they’re going.
With cloud computing on the rise, they recognised that certain strategic improvements could drive their services forward and this is where they joined forces with Dreamix
Since this collaboration started, the airline has:
- enhanced their customer-facing communication system,
- reduced their email processing/sending time,
- made improvements to their approach to customer identification and their customer journey,
- and are making steady progress in their cloud migration journey.
A Story of Innovation and Sustainability
Our partner is a prominent player in the global aviation industry. With a history dating back to the early 20th century, they have consistently evolved to meet changing traveller needs while maintaining exceptional service quality. They emphasise customer satisfaction, which is evident in their efficient services, on-time performance, and continuous pursuit of innovative solutions.
The Opportunity
As a forward-thinking company, our partner recognised several new opportunities to move forward in our increasingly digital world. Their first goal was to have a fully cloud-based communication module.
Additionally, they identified a way to improve one of their customer-facing systems. This was achieved through implementing a more individualised approach to passenger profiles and bookings to personalise their communication and offer an even higher level of service.
The Solution
Our partner needed a software provider with the necessary technical skills - but they also wanted a trustworthy partner they could build a solid partnership with. After several meetings, they had already selected Dreamix to provide key technical expertise. Equally importantly, however, they were impressed with the cultural fit between our two companies, and our shared commitment to forming loyal, long-standing partnerships.
The main goal of the project was to enhance the airline’s email and communications infrastructure. Dreamix and our partner’s teams came together to rework the solution using the latest Java version and multiple projects from the Spring ecosystem as well as AWS native services such as S3, SQS, SNS, SES and Lambda. It uses a microservices architecture and software containerisation for an auto-scalable and highly available product.
In addition, developers worked on a comprehensive Customer 360 initiative. The new approach aimed to unify customer data across bookings, creating customer identities within the system. To that end, several services were developed.
One service manages customer profiles across multiple flows. Through strategic integration, it keeps passenger information synchronized for a unified customer lifecycle, streamlining data management and enhancing the efficiency of operational processes.
Another is dedicated to consolidating and tracking customer consent across all of our partner’s applications or portals. Such efficient customer profile management ensures a smooth, cohesive experience for all their passengers on any platform.
The third service aims to centralize passenger notifications into a single comprehensive tool integrated with the relevant services for a smoother experience. In doing so, the service enhances operational efficiency and ensures timely communication, contributing to an overall user-friendly travel experience.
Finally, developers and stakeholders created a new, more dynamic and user-friendly design for our partner’s emails.
The Results
Our partner’s collaboration with Dreamix has resulted in a fully cloud-based customer communication system. According to final tests, the new module processes and sends out e-mails significantly faster than its predecessor. In addition to an improved customer experience, the solution has led to cost savings for the leading airline, due to reduced reliance on external text/email providers and services.
