Case Study: Lufthansa Miles & More achieves faster response times and reduced logistics costs with OpenText MBPM

Europe’s Leading Frequent Flyer Program Soars with Digital Workflow

Lufthansa Miles & More, Europe’s leading frequent flyer program with more than 11 million members, was burdened by paper-based processing of over 8 million documents a year—creating long response times, high logistics costs and limited transparency across worldwide operations. To improve customer satisfaction the program needed faster, more transparent and lower-cost processing.

Working with arvato, Miles & More implemented OpenText MBPM through the SWIMM scanning and workflow project to convert incoming mail into electronic cases using high-performance scanning and ICR/OCR. The solution processes up to 100,000 documents daily, enables collaborative, 24x7 case handling and full process visibility, substantially reducing mail-processing time and transport costs while accelerating customer responses and improving service.

Lufthansa Miles & More