Case Study Asian Airline Moving Maps implementation
Globally, the Airlines industry is on the verge of enabling in-cabin internet and content experiences for its customers.
This has opened up due to a number of regulatory decisions and customers demanding better digital experiences, as they get on the ground.
Our client, a flagship Asian Airline, approached us to enhance their in-flight entertainment system with an objective of increasing customer stickiness, loyalty and creating new channels for ancillary revenue.
We conducted a 3-week customer needs, requirements, data and technology gap analysis vis-à-vis in-flight offerings and guest expectations.
The findings were validated with the end consumers and presented back to the client’s stakeholder group, including the group CEO and Operations Director.
The technology and delivery team created prototypes to demonstrate a number of ideas including Journey upgrade, Destination planner, Moving Maps and Your personal travel assistant, among others.
We agreed that the first step would be to implement our moving maps capability which would attract customers from the landing page itself and drive them into an engaging and interactive experience.
As part of the solution, following services were deployed:
Fully offline route maps with 16X zoom capability
On-board POI data, Ads engine and flight data feeds
Edge & cloud infrastructure integration for map updates
Extension of existing web app user experience to integrate the new moving maps capability
"What do we do to increase customer stickiness and engagement within the airline cabin?"
“Your Moving Maps application is like a steroid into our inflight entertainment system. We can already see a significant jump in our customer engagement and revenue base, not just within the moving maps application but across the whole portal”
By integrating our Moving Maps SDK to their mobile app as well as WiFi page and by deploying its ‘edge’ software onto their inflight servers, we have enabled a suite of in-app experiences.
During their flight, the passengers can now access Moving Maps and explore the destination for points of interest and access hotel, taxi booking services, shopping and number of destination led activities.
The maps deliver ads in a personalised & targeted manner, increasing ancillary revenues.
This led to an 18% increase in customer app-usage month-on-month over the first three months. There was a 3.6% increase in ancillary revenue in six months as the integration paid for itself within 4 months.