Aviation & Customer Loyalty
Major Australian Airline: Intelligent Reward & Point Matching
← Back to all Case StudiesThe Situation
The client operates many businesses adjacent to its successful core Airline and Frequent Flyer business. The client's Loyalty Program manages and operates Frequent Flyer, Store, and the relationship with 11 million members and large commercial partners. The client needed to improve overall search capabilities to deliver an excellent search experience for customers, and to offer customers loyalty program rewards which were relevant to the customer's points balance.
The Problem
Cross-site search capability across separate data domains was sub-standard and required our integration techniques to extract and structure data from different websites and businesses. It was essential to utilise our APIs to personalise search results in real time, and demonstrate strict data security when dealing with member data as part of the search platform.
The Search365 Solution
Search365 developed and implemented a solution that was fully integrated with each Frequent Flyer's profile. Products subsequently matched profiles perfectly, allowing the successful up-sell and cross-sell of rewards based on individual points balances. Security of data was strengthened and maintained across all databases, and contextual matching of points balances was enabled. Intuitive predictive search, incorporating enhanced autocomplete using sub-phrases, was enabled across the entire product catalogue.
Exceptional Outcomes
Members could cross-reference classic reward flights available within personalised points ranges, incorporating destination and points required. We enabled promotional activity within search results for the client group, displayed exchange rates for the likely currency required by different members, and morphed 'search' from a pure conversion goal into a tailored, intuitive customer experience.
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