Case Study: North American airline achieves 7.8% passenger growth and improved customer notifications with IBM WebSphere

North American airline finds new ways to keep customer satisfaction high

North American Airline wanted to extend its high-touch guest experience by sending personalized, rules-generated email, voicemail or text notifications for reminders, check‑in prompts and disruptions. To build a real‑time, rules-driven notification service the carrier worked with IBM and IBM Software Services for WebSphere, leveraging products such as IBM Operational Decision Manager alongside IBM WebSphere MQ, IBM Integration Bus, IBM WebSphere DataPower and IBM Tivoli Directory Integrator.

IBM implemented a rules‑based travel notification system that orchestrates events, looks up guest preferences and delivers messages in real time; the system processes a full 174‑passenger flight in about 100 milliseconds and completes end‑to‑end notifications in under a minute. The solution sent millions of notifications (2–3 million in five months), drove a 7.8% increase in passenger traffic, achieved >60% click‑through on links and only 0.5% opt‑outs, while allowing IBM and the airline to change rules in real time and noticeably improve the guest experience.