In the world of aviation businesses there are two types of competition that exist. One is the airline industry and another is the trucking industry. Many companies, like Qantas, have very successful strategies for each of these markets. If a company’s customer service is low or awful, it can affect its sales negatively.
However, if customer service is good, then the product sells much better.
Business intelligence can help companies determine which strategy is best for their business. They can determine what works in one area and what doesn’t work in another area. They can also discover what the customer wants and how to provide that. Being able to answer those questions is an important part of any business and one that is often overlooked. How would the airline industry use business intelligence to improve customer service? If they could determine how customers were getting sick or delaying trips, then they could make adjustments so that it doesn’t happen as often.
An example might be if an agent was showing old pictures from a recent trip to a Latin American country. That picture looked really bad. So a customer called the agent and asked him point blank how that picture looked. The agent was able to explain that he had taken it with his own camera on previous trips and that the quality was not what he expected. The customer was so impressed that he made a purchase from the agent the next time he traveled.
Another example might be if a certain airport in New York City was not as busy as usual. A business unit based out of that airport was not keeping up with the demand. Knowing this, the business intelligence team would analyze the data they had and figure out how would the airline industry use business intelligence in order to provide better service to their customers.
Of course, the analysis went even deeper. The customer was wondering why there was no one at the counter when he got there. The answer might lie in how the counters were manned. Perhaps there was not enough staff to stand around waiting for every customer to ask how does this flight to get here. There might also be something wrong with the tools the employees used to handle the customers’ questions.
This type of analysis is invaluable to the airline industry. It is much more than meets the eye. Business intelligence helps companies find ways to serve each other’s customers in new ways. It can help them figure out how they are losing potential sales and how they can turn those losses around. The analysis offered by business intelligence specialists can save a company thousands of dollars and all that can be learned by asking how would the airline industry use business intelligence.
