Case Study: Transavia achieves memorable end-to-end passenger experiences with Pegasystems Pega CRM

Transavia Creates Memorable Experiences With Pega CRM

Transavia, the Netherlands’ friendly airline, needed to move beyond low-cost positioning to deliver a superior end-to-end customer experience. The airline faced organizational silos and lacked a single, data-driven way to equip employees at every touchpoint to make smart, contextual decisions for passengers.

Using Pega CRM, Transavia built the Transavia Interaction Platform (TIP), giving staff a 360-degree view of each passenger and enabling personalized services and sales across the journey. The platform created a single source of truth for passenger, flight, and employee data, delivered consistent contextual experiences, empowered all employees to act as front-office staff, and eliminated back-office functions—driving memorable experiences and a clear competitive advantage.

Transavia

Mattijs ten Brink

Managing Director – Chairman