Russia´s airline Aeroflot has turned to IBM (NYSE: IBM) analytics technologies to transform the customer experience of 40 million passengers who fly with Aeroflot annually, helping to increase passenger numbers and brand loyalty.
Through the deal, Aeroflot will use IBM´s advanced analytics technologies to draw insight from vast amounts of structured and unstructured data from across the company´s various properties including travel booking website, social networks, IT and accounting systems amongst others.
Utilizing this data to better understand customer preferences and buying behaviors will allow Aeroflot to improve customer service and conduct more targeted marketing campaigns. For example, when promoting special offers to new destinations, Aeroflot´s business teams will be able to target travelers with the most relevant profiles and highest levels of potential interest.
The new system will use data mining, machine learning and predictive modelling technologies to analyze the buying behavior of Aeroflot´s customers. Leveraging over 300 data points including last purchase, purchase history, the number of purchased tickets, destination types and price sensitivity, Aeroflot will be able to create unique customer profiles and more accurately calculate customer lifetime value.
IBM´s analytics technologies including BigInsights and SPSS were selected by Aeroflot as a result of a thorough market analysis through which IBM´s business partner Technoserv Consulting was chosen as the system integrator for the deal
Aeroflot is Russia´s flagship carrier and one of the largest airline groups in Europe.
IBM has been present in Russia/CIS for over 40 years. It is a leading provider of high-value solutions and services to clients in a variety of industries including government, telecommunications, healthcare, finance, retail and oil and gas.