Case Study: British Airways achieves unified global customer recovery and lower costs with Astute Solutions' ePowerCenter

British Airways - Customer Case Study

British Airways faced a fractured global customer relations environment—multiple databases and non-integrated systems, slow and costly case handling, and no company-wide reporting—while serving 36 million passengers to 216 destinations. To overhaul service recovery and gain a single, global view of passenger interactions, British Airways selected Astute and its ePowerCenter consumer interaction management solution.

Astute implemented ePowerCenter as a single web-based application on a global database (replacing 11 systems) and integrated it with reservations, baggage tracking and a Travelex-backed compensation card solution. The deployment (in 25+ countries) now handles over 1 million interactions per year, cut complex claims processing from weeks to under an hour (an efficiency gain exceeding 1000%), enabled on-the-spot compensation at 110+ airports, reduced total cost of ownership and improved real-time visibility and service quality for British Airways.

British Airways

Richard Stabbins

Global Customer Relations Manager