Message Systems
19 Case Studies
Case Study: US Airways achieves rapid issue resolution and higher customer satisfaction with Message Systems
A Message Systems Case Study
US Airways - Customer Case Study
US Airways, a major U.S. carrier serving roughly 80 million passengers annually, struggled with a siloed, disparate email infrastructure that forced agents into slow, manual workflows. Re-sending lost e‑tickets and receipts required time-consuming lookups and copy‑paste emails, diverting staff from revenue-generating work and leaving customers waiting hours or days for resolution.
The airline implemented Message Systems’ Momentum platform and Message Scope (hosted via Momentum Managed Cloud) to centralize messaging, enable fast searches, and automate “instant resend” capabilities. The solution reduced issue resolution from hours or days to minutes, improved customer satisfaction, freed resources for strategic projects, and created new revenue opportunities through monetized outbound messages.
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