Customer Story

Superior omni-channel customer experience for a major US airline

Today, airlines have access to a wealth of customer data. The ability to utilize this data in real-time can lead to revenue enhancement and customer satisfaction through a better understanding of demand and specific market trends, presenting customers with personalized and relevant offers, and proactively resolving issues raised with the contact center.

A major US airline chose Gathr to efficiently manage, analyze, and draw actionable real-time insights from its continuously growing and complex customer and operational data.

Challenges

  • The airline’s traditional technology stack was unable to manage the rapidly growing volume of high-speed data
  • The massive data volume was limiting their ability to perform analytics within a relevant time window
  • Their data searches were limited to only two days of data logs, and they could not analyze customer behaviour patterns and anomaly detection based on a longer time window

The Gathr advantage

Gathr made it easy to ingest and manage high volumes of data which otherwise the airline took days or weeks to harness using a traditional technology stack. Some solution highlights:

  • Enabled future support for even larger data sets coming in at higher speeds using a scalable architecture
  • Improved searches with a customized web interface for queries, and easy onboarding of additional services and application logs
  • Enabled data to be enriched, cleansed, and prepared as it arrives, for various downstream applications in real-time
  • Increased capacity to perform data searches and pattern analysis using a longer time window

Results

Gathr helped the airline to:

  • Proactively analyze log data to detect website and mobile app outages in real-time
  • Apply built-in predictive models and machine learning operators on customer data to predict customer preferences and choices
  • Offer proactive insight to contact center representatives, leading to higher conversions and enhanced customer satisfaction

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