Enhancing The End To End Customer Experience At Zurich Airport

Customer Experience
Enhancing The End To End Customer Experience At Zurich Airport

Atos Consulting successfully enables Zurich Airport to take the next step in seamless travel and multi-channel customer experience.

Zurich Airport (FZAG) is Switzerland’s leading international airport and one of the country’s biggest shopping malls. In order to change the perception of purely being a transportation hub, FZAG decided to start an initative to tackle this issue. By highlighting non-aviation offerings and providing new digital services to travelling and non-flying visitors the airport belives to make a significant step to achieve this goal in the long-term.

FZAG mandated Atos Consulting for the first step of this journey, to relaunch their mobile website, mobile apps and integrate selected new mobile features into their Sitecore desktop website.

Allow us to point out a few of the aspects which stand out from this project:

New Smartphone Apps

Besides replacing the existing iOS app, a new Android app was developed based on the cross-platform development tool Xamarin. Thus ensuring that both platforms can be maintained from the same code base and reduce the development overhead.

Travel Planner

Customer Experience
TRAVEL PLANNER

The dynamic travel planner allows passengers to plan trips from home, with different modes of transport, all the way to the gate and back. By utilizing push-notifications for all relevant steps during their trip passengers can reduce uncertainties and reduce their chances of missing their flight.

Multi Channel & Multi Device Experience

By offering user the opportunity to create an account, users can save their planned trips and make them available on all touchpoints. Regardless if the app, mobile website or desktop website was used to create their travel planner trip, they can use their preferred device to access their trip data. This goes as far as a user could have two different smartphones in use and recive the push notification on both devices on the day of the trip.

Central Content Management

Customer Experience
CENTRAL CONTENT MANAGEMENT

Besides all customer facing benefits ensuring a high content editor experience was also a key aspect of this solution – and a success factor for this venture. To ensure this, the entire content for all touchpoints is centrally managed from a central Sitecore instance. Allowing content editors to conveniently update content on the fly. This ensures that the content on all touchpoint is up to date and eliminates the risk of providing different  information on the differnent sources to users.

Selected further features include:

  • Sharing of flight details via Facebook, Twitter, WhatsApp, SMS, e-mail
  • Exporting flight details to personal calendars
  • Spotter functionality to identify specific aircrafts by registration number and model
  • Real time tracking of departing and arriving flights through a flight radar
  • Laying the foundation for future customer loyalty features based on the introduction of user accounts

The project was lead and delivered by Atos Consulting. The Atos Consulting team consisted of project management, business analysis, user experience, Sitecore, Xamarin and Front-End development experts. The team was supported by members of FZAG and other partners.

Award-winning solution

The solution was named as winner at Sitecore Experience Award 2015 in the Best Use of Omnichannel-Automation category at the Sitecore Digital Marketing Summit in Berlin. Read more about the award event in our blog post.

Have a look at the final solution by yourself:

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Enhancing The End To End Customer Experience At Zurich Airport
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Enhancing The End To End Customer Experience At Zurich Airport
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Atos Consulting successfully enables Zurich Airport to take the next step in seamless travel and multi-channel customer experience. Find out how.
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Atos Consulting CH
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  1. Pingback: Which mobile development technology should I select for my app? - Atos Consulting CH

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