Condé Nast Traveler's 2022 Best Airport in the
World deploys new digital experience, fueled by analytics, to
create an engaging, efficient and enjoyable environment for its
passengers
CARY,
N.C., June 20, 2024 /PRNewswire/ -- Airports are
busier than ever, and travelers report that flying is more
stressful than going to the dentist. iGA Istanbul Airport, one of
the largest airports in the world, constantly seeks innovative ways
to improve the airport experience. Using SAS® Customer
Intelligence 360, the airport has transformed its mobile app to
provide timely, highly personalized communication and offers that
optimize travelers' visits.
As a result, customer satisfaction has improved, revenue has
seen a significant increase and participation in iGA Pass services
has risen by double digits.
Before teaming with SAS, iGA Istanbul Airport's mobile app
primarily functioned as an information hub that allowed
transactional operations triggered by the passenger. iGA's vision
was to transform the app to deliver highly- personalized
communications addressing each customer's unique needs at a
microlevel. Through the analysis of vast amounts of behavioral,
transactional and declarative data, with SAS and Partner Republic,
SAS' partner in customer experience design, iGA Istanbul Airport is
now able to deliver personalized offers and information to
travelers on an individual basis, turning the app from a reactive
to a proactive customer experience tool and a potent revenue
stream.
Through a collaborative effort with SAS and Partner Republic,
iGA Istanbul Airport has modernized both its customer communication
methods and the overall customer interaction experience. Leveraging
the analytical and automation capabilities provided by SAS, iGA
Istanbul Airport has achieved significant efficiency improvements,
gaining a deeper understanding of its customers through streamlined
reporting mechanisms.
Analytics reimagines the customer experience
Ways in
which iGA has used analytics to enhance CX include:
- Augmented reality (AR) – Visitors exploring retail and
dining areas at the airport now enjoy in-app guidance via AR
shopping technology that steers them to points of interest across
the airport. During their shopping, customers can get support
through WhatsApp or virtual assistance services, made possible by
SAS Customer Intelligence 360.
- Customer Journey Optimization – Each passenger's journey
is now personalized according to stress level throughout the
airport experience. Passengers are provided with guidance
communications at airport points where they can benefit from iGA
Pass services to save time on their journeys. At points with
high-stress levels, passengers are directed to airport points where
they can use iGA Pass services to save time.
- Mobile Payments – Mobile payment options are now
available to passengers at parking payment points.
- Beacon Technology – At key locations, particularly at
terminal gates offering iGA Fast Track services, beacon technology
provides real-time notifications to passengers' mobile devices,
optimizing the entry process and saving valuable time for travelers
navigating the airport.
- iGA Pass – This is a membership model offering
comfort-focused services such as airport lounge, fast track, buggy
etc. Through SAS solutions and in partnership with Partner
Republic, iGA Pass now presents relevant offers and personalized
communication to iGA Pass members at just the right time in their
journey.
About SAS Customer Intelligence 360
As a complete SaaS
solution, SAS Customer Intelligence 360 is a multichannel marketing
hub that takes marketers beyond a traditional customer data
platform with market-leading advanced audience creation, targeting
and activation. It enables marketing to provide real-time,
hyper-personalized, AI-driven decisions, offers and communications
at scale.
Learn more about organizations are using SAS MarTech
solutions.
About SAS
SAS is a global leader in data and AI. With
SAS software and industry-specific solutions, organizations
transform data into trusted decisions. SAS gives you THE POWER TO
KNOW®.
SAS and all other SAS Institute Inc. product or service names
are registered trademarks or trademarks of SAS Institute Inc. in
the USA and other countries. ®
indicates USA registration. Other
brand and product names are trademarks of their respective
companies. Copyright © 2024 SAS Institute Inc. All rights
reserved.
Editorial Contact:
Angela
Lipscomb
angela.lipscomb@sas.com
919-531-2525
sas.com/news
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SOURCE SAS