small problems vs great solutions big data approach for active & passive self services

Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services

Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services

Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [IAG Group]

GVA 9th

April 15:45


Self C.Service

Self Boarding


Mobility & Roving Agents

Passive Self Service & Big Data



in

Baggage Handling Load / Unload Baggage Delivery

Check-in Connection Security Customer Service

Boarding IB Choice

?

Baggage Claim

Self Bag Drop Self Boarding Self Re-booking Self Bags recovery Self Doc.Check Self Service Point

The entire D2D customer journey is able to be lived in a self mode: All airport processes would be completely driven in a self mode before 2020




Boarding IB Choice

?

Baggage Claim


The entire D2D customer journey is able to be lived in a self mode: Besides de “self-mode” the mobiles devices are gaining prominence

Mobile Ecosystem

Active Self

Service

Semi Active



Years ago “The Mouse” was the contact with the digital context……It forced you to be wired with the reality.


06:00 08:00 08:00/17:00 17:00 20:00 00:00


Our generation is living a connected way of life: The vital biorhythm is driven by the continuous availability of information, any place, any time…



Right now we live in a digital prison where everybody and everything is accessible: Outside, there is nothing…



EVERYTHING IS CONNETED



The society has changed during last 5-6 years, right now all experiences are lived and broadcasted digitally through the mobile personal devices.

Pope´s ceremony of enthronization Super Bowl party games


Despite of having a complete Self Service, customers always have an experience (good, bad, neutral): During the transitions, the boundaries between processes, Passive Self Services & Big Data can reduce the tension and stress over the pain points



Iberia Conecta: Push SMS & e-mail

“Small Problems & Great Solutions” solved with Smart passive interactions


Boarding IB Choice

?

Baggage Claim


Mobile Ecosystem

Active Self

Service

The processes will be embraced with the passive Self-Services: All truth moments are enhanced with additional touchpoints.

IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force

Semi Active

Passive Self-

Service



Everybody knows exactly the meaning of the so called “Big Data” concept?...


Sensor Data

Public Data

Social Media

Transactions

Enterprise Data

Airport Data

Airport “Big Data” Ecosystem


The first mandatory attribute of the Airport “Big Data” Ecosystem is the necessity of multiple sources, stakeholers and technologies


1 Big Data Production

ERP, CRM, Social Media, Web Analytics, RFID, sensors, Machine Generate

3 Big Data Consumption

Mining, Analytics, Search, Enrichments, Process´Re-

ingenieering

2 Big Data Management

Big Data Integration & Big Data Quality

1st Stage 3rd Stage

Customer ´s needs & requirements

Technology strategy

Once the sources are identified it´s essential to certify the accuracy and the quality of the integrated information after this step starts the usage of Big Data


V w 3 3


Data Velocity

Data Volume

Data Variety

KB. MB.

GB. TB.

PB.

Real Time.

Table Reports

Data Base Mobile Apps

Photo

Web Video

Audio SMS

e-mail

Social Tech

Dig, Signage

Virt. Agents

QSPs

Scales

KPIs

Video Wall

The “Big Data” Airport & Airline Ecosystem is based on : velocity, volume & variety those three axes are shared between processes & stakeholders

Data Velocity

Data Volume

Data Variety

KB.MB.

GB.TB.

PB.

Table

Reports

Data BaseMobileApps

Photo

Web

Video

Audio

SMS

e-mail

SocialTech

Dig,Signage

Virt.Agents

QSPs

Scales

KPIs

VideoWall

Data Velocity

Data Volume

Data Variety

KB.MB.

GB.TB.

PB.

Table

Reports

Data BaseMobileApps

Photo

Web

Video

Audio

SMS

e-mail

SocialTech

Dig,Signage

Virt.Agents

QSPs

Scales

KPIs

VideoWall

Data Velocity

Data Volume

Data Variety

KB.MB.

GB.TB.

PB.

Table

Reports

Data BaseMobileApps

Photo

Web

Video

Audio

SMS

e-mail

SocialTech

Dig,Signage

Virt.Agents

QSPs

Scales

KPIs

VideoWall

Customer

Baggage

Cargo


#Sources & Outputs >50 <100 <200 <500 <1000

SMS [#]

e-mail [#]

Video [#]

Bach Processes [#]

Data Bases [#]

Time based reports [#]

Online Reports [#]

Video Wall KPIs [#]

Corporate App [users]

Flights [#]

# / figures

Several non exhaustive figures about the daily operational output of the Madrid Barajas Big Data Scheme


The ability to offer a homogeneous Product & service in time of incidents.

Better response times throughout the entire airport sub- processes portfolio.

Generate cost savings over the third parties operation.

BHS Provider

Op Div. Airport

Security Airport

Retail

Quality Airport

Metro

Hotels

Police Social M. Depart.

Restaur.

ATC

GHE Mainten.

Vip Lounges

Accurate &

tailor-made

answers to

all customer

needs.


It´s important to mimic the problem. The details an to align the right solution to the detected problems are fundamentals during the usage of the operational information.



“Small Problems & Great Solutions” solved with Smart passive interactions


Boarding IB Choice

?

Baggage Claim

• Segregated areas.

• Dedicated path for mobiles.

• Fast Track.

• Queue Management.

• Video recognition.

• Automatic baggage delivery.

• Restaurant e-voucher.

• Hotel e-voucher.

• Boarding gate finder.

• …

IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force

• Dynamic grouping management.

• Reinforced digital signage.

• Digital multilingual public announcements.

• …

• Tail to Tail service.

• Connectivity screens.

• Several conformance tracking points through the connectivity.

• …

• Baggage Claim belt finder.

• Automatic delivery of the rush baggage.

• Dedicated intermodal digital desk.

• Digital tracking of the over gauge baggage.

• Queue management.

• Virtual Agents.

• Smart Scales.

• Customized Digital signage.

• Video Recognition.

• Over gauge baggage

• …

Iberia Conecta: Push SMS & e-mail

For each airport processes It has been developed several “passive” interactions trying to improve the entire customer experience



“DON´T TELL ME WHAT TO DO”



Check-in

Queue Mgmt

• Reduction on average 10 minutes of queuing time during peak hour.

• The process time for each customer and employee is recorded and integrated in to the BI platform in order to enhance the resource planning.

• The IBpad of the supervisors help them to monitories in an online mode each of the counters

Passive Self Service: With a very simple and smart implementation the check-in queue management has been enhanced


Check-in

Smart Scales

Passive Self Service: The new Smart Scales provide accurate and tailor-made information answering the customer´s needs.

• The new scales distributed through all the check-in are equipped with an internal computer and a digital screen.

• The information provided let the customers understand the limit of their franchise and if they are allowed or not to carry the baggage.

•  It´s able to modify in an online way the information presented in each scale.


Check-in

Virtual Agents

• Our virtual agents are simultaneously broadcasting messages related with the mayor customer´s concerns.

• More than 200 messages organized by concrete themes are encapsulated an ready to be broadcasted.

• The supervisors are able to launch dedicates messages with the IBpad.

Passive Self Service: Our Virtual Agents are continuously prepared to broadcast the most relevant reminders to the customers


Baggage

Claim Over gauge

Baggage tracking

• A new platform is used just to provide accurate and online information about the over – gauge baggage.

• Each customer can track each piece including the waiting minutes until the delivery

Passive Self Service: Thanks to the GPS , the mobility and the “Big Data” the status of the over gauge baggage is track at the baggage claim area



We are not inventing the wheel…¡ There are other initiatives cheaper and smarter than ours that we have used as inspiration. (bus stop antistress for free)


Customer Notifications

• The proactive Customer notifications platform automatically triggers thousands of messages segmented by typology

• Thanks to the continuous exchange of updates the management of the day to day incidences has been improved dramatically

Comm. Channel

Comm. Moment Content Event

Time Schedule change

Cancelled Flight

Seat Change

Confirmed seat

Baggage not boarded

Baggage Search File

Delivering Baggage

Baggage delivered Real Time

Real Time

Real Time

Arriving at destination

Until 24h. before flying

Until 24h. before flying

Real Time

Real Time

Passive Self Service: Mobility is an strategic functional & technical




Check-in Boarding Cust.Serv. Baggage

A.

IBHelp

• With the IBHelp, the evolution of the IBPad launched on 2010 our roving agents have the total control of our corporate tools in a mobile ways.

• DCS, CDS Ticketing, Printing capabilities, CRM, online KPIs.

Passive Self Service: Mobility is an strategic functional & technical framework for Iberia, the commitment with our customers is called IBHelp.



Quick Service Points (QSP)

Customer Service

?

Passive Self Service: The quick Service Point, a ubiquity touch point just waiting to solve any customer queries.

• With the QSP we have spread all over the airport : land & airside area relevant online information for our customers.

• Boarding area & Baggage claim are self assisted providing added value thanks to the presence of the with the QSPs




Boarding IB Choice

?

In Flight Service

IPURSER

Baggage Claim




Jan 2013

Feb 2013

Jan 2012

Feb 2012

Mar 2012

April 2012

May 2012

June 2012

July 2012

Aug 2012

Sep 2012

Oct 2012

Nov 2012

Dic 2012

IBHelp

QSPs

Over Gauge Manag.

SMS & e-mails Smart Scales

Queuing Mang.

Virtual Agents

Digital Signage CKI

IPAD + Payments New Auto Check-in

2012 was a great year. We implemented more than 100 useful solutions for small problems. Those are just 10 of them…


All airport processes will be managed in a “self mode” before 2020.

The personal mobile devices : smartphones and pads are the linkage between the customers and the company.

The customer service will be completely reformulated: roving agents, segmented proactive advisory attention….

The “Big Data” Airport Ecosystem will raise new insights helping the service differentiation.

The tailor-made solutions and the “smart ideas” will make the difference. The D2D experience will improved with dozens of passive self-services.


Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [ IAG Group ] e-mail: [email protected]

small problems vs great solutions big data approach for active & passive self services

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