claims handling 2 - amazon web services · handling on a global scale . while considering different...
TRANSCRIPT
Positioning PaperFebruary 2020
Claims Handling 2.0Our vision of passenger claim handling for airlines
PwC ∙ CHS
Today’s situation & challengesAirlines are being confronted with an ever increasing number of passenger claims
A rising number of flight disruptions drives the volume of passenger claims – in 2018, eligible claims totaled >1bn € in Germany only
Claim agencies, such as Flightright, EUclaim, or AirHelp, lower the barrier for passengers to validate, submit, and enforce their claims
Unchanneled requests from passengers via web form, contact center, email, and letter create additional effort for airlines to process inquiries
As a result, airlines face additional handling costs and decreasing customer satisfaction on top of paying the compensation amount itself
2Source: IATA, PwC/CHS analysis
4bn €EC 261 compensation paid out p.a.
PwC ∙ CHS
Customer touchpointsHarmonize passenger touchpoints for the submission of claims in alignment with customer service strategy
Process landscapeOptimize business processes for claim handling with regard to process cycle time, flow/tact, and quality
Data availabilityProvide consolidated CRM data to allow swift and reliable claims processing at all relevant service points
Technological supportFacilitate IT systems that support the business process end-to-end and enable customized reporting
Workflow automationReduce manual process steps to manage, qualify, and settle passenger claims (i.e. automatic reimbursement in form of cash, vouchers, miles, or combinations)
Our ambition: fully automate claim handling to reduce costs for airlines, regain customer loyalty, and foster ticket salesKey success factors to establish a holistic claim management approach
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PwC ∙ CHS
PwC and CHS operationalize this ambition together from business and IT side
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Customer service strategyDefinition/ enhancement of customer service strategy with regard to claims handling
Business processesWorkflow and interface optimization under consideration of introduction of new IT tool
DataplatformIntegration of booking data and historic passenger records together with relevant flight information
IT systemProvision of SaaS system and frontend for service agents to steer and monitor the semi/fully automated, digital processing of passenger claims
PwC ∙ CHS
What are the tangible benefits for you?
Lead time / cost reductionReduce the lead time to process a claim by up to 90% and handle more claims in the same time
Workflow automationSemi to fully automate the handling process to give agents more freedom to support in critical/questionable cases
Customer recovery & salesRegain customer confidence and loyalty with a simple and transparent process (i.e. by performing payments in real-time) to foster ticket sales
New partnering modelsCounteract claim agencies and establish new commercialization models (i.e. by partnering with retailers to issue part of compensation in form of coupon)
Global reach & scalabilityCentralize claim handling on a global scale while considering different legislations/ particularities across countries
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The integrated business/IT approach of PwC and CHS enables airlines to drive down substantially the resources associated with claim handling and restore customer confidence/loyalty
PwC ∙ CHS
… with strong strategy-through-execution expertiseStrategy
development & execution
Growth strategies Portfolio optimization Market entry Innovation
Operational excellence & restructuring Marketing and
sales Service optimization Cost
improvement Supply chain
Transactionsupport
M&A Due diligence
PMI Divestments
Innovation management
Products and services
innovation R&D
effectiveness
PwC combines its global aviation expert network …
North America
250+South America
20+
EMEA
350+
50+Asia Pacific
… established and run by leading aviation attorneys
CHS is a specialized legal tech provider for airlines …
+
Your partners
Transportation, Aviation & Logistics
MaritimeSports, Media & Entertainment
EnergyInsurance
Real EstateCorporate Finance,
M&A
IP, IT, CommercialEmployment &
Labor LawPublic Law
Antitrust LawTax
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PwC ∙ CHS
We have extensive experience across various topics with system partners in the entire aviation industry
Civil Aviation Authorities
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Airlines Airports Air Traffic Control MRO Providers
ILLUSTRATIVE, NOT EXHAUSTIVE
PwC ∙ CHS
We invite you to come visit us in the PwC Experience Center Frankfurt for a discussion and a first-hand solution demo
PwC ∙ CHS
Your contacts at PwC and CHS
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Ulrich Steppler, LLMManaging DirectorPartner Arnecke Sibeth DabelsteinFrankfurt OfficeE: [email protected]: +49 151 55044275www.justclaims.eu
Matthias RiveiroPartner,Travel & TransportationFrankfurt OfficeE: [email protected]: +49 151 25665932www.pwc.com/de
Niklas SchemkenSenior Associate,Travel & TransportationFrankfurt OfficeE: [email protected]: +49 151 54743750www.pwc.com/de
Katja H. Brecke, LLMManaging DirectorPartner Arnecke Sibeth DabelsteinFrankfurt OfficeE: [email protected]: +49 151 55044262www.justclaims.eu