In an era where air travel often surpasses the stress levels of a visit to the dentist, iGA Istanbul Airport has taken significant strides to alleviate the stress for travelers. Utilizing SAS® Customer Intelligence 360, the airport has significantly revamped its mobile application, turning it into a vital tool for enhancing customer satisfaction and increasing revenue.
Historically, the iGA mobile app served as a basic informational hub, enabling passengers to perform transactional operations. The vision to transform this app into a platform for delivering highly-personalized communications has now been realized. Through the joint efforts with SAS and Partner Republic, a leader in customer experience design, iGA has harnessed vast amounts of behavioral, transactional, and declarative data to offer tailored communication and services to travelers on an individual level.
Customer Experience Transformed Through Analytics
The integration of advanced technologies such as augmented reality (AR) now allows visitors to navigate through retail and dining areas with ease, guided by AR shopping technology. This feature is complemented by support options like WhatsApp or virtual assistance, enhancing the shopping experience.
The concept of Customer Journey Optimization plays a pivotal role, as it customizes the journey for each passenger based on their stress levels, providing timely guidance on utilizing iGA Pass services at critical points to streamline their airport experience.
Further enhancing the convenience, Mobile Payments have been introduced at parking payment points, and Beacon Technology at strategic locations like terminal gates for iGA Fast Track services, sends real-time notifications to passengers, optimizing their movement through the airport.
The iGA Pass, a membership model offering premium services such as airport lounge access and fast track, now benefits from tailored offers and communications, enhancing the overall passenger experience at crucial moments.
About SAS Customer Intelligence 360
SAS Customer Intelligence 360 emerges as a comprehensive SaaS solution, extending beyond traditional customer data platforms. It offers sophisticated tools for audience creation, targeting, and activation, powered by AI-driven decisions, which enable hyper-personalized, real-time communication at scale.
As airports globally seek ways to improve the travel experience, iGA Istanbul Airport’s proactive use of cutting-edge technology sets a benchmark in customer engagement and operational efficiency. Through these innovative approaches, iGA aims to not only enhance the travel experience but also establish a new standard in airport customer interaction.