To remain competitive, the airline wanted to sell a consistent set of ancillary services to its customers. Improving entrprises implemented a centralized product catalog and tested providing a framework for all future merchandising product offerings.

Industry

Travel

Our Solution

A major US Airline wanted to be competitive in offering ancillary services to their customers.  The product offerings were distributed over multiple channels, but each siloed implementation had its own set of rules.  The airline wanted to make the products available for all channels to sell, as well as centralize the product definitions to allow consistency in customer experience.

Improving’s experts led the program team of 400+ to an initial product launch in 16 months.  The team used agile techniques at the program level to keep the team focused, demonstrating progress, and adjusting timeframes based on early feedback.  The product rules were implemented in a centralized product catalog and thoroughly tested by the program team.  These products were offered via multiple channels, and Improving also led the integration testing effort to ensure quality and consistency of the offering. The initial product is expected to generate significant revenue for the airline each year, and the framework is now in place for the development of additional ancillary products.