Case Study: Transavia achieves personalized, connected customer journeys with Pegasystems

Transavia Taking off on a connected customer journey

Transavia, the Air France KLM airline serving more than 110 destinations, needed a real-time, holistic view of its 10 million customers to deliver personalized, connected services across the full journey. To support its goal of “low cost with care,” Transavia partnered with Pegasystems and used Pega CRM capabilities to connect passenger, partner, flight, and employee data across channels and devices.

Pegasystems implemented the Transavia Interaction Platform using Pega Customer Decision Hub, Pega Customer Service, Pega Sales Automation, and the Pega Platform. The result was faster deployment of the base CRM module in 90 days, 5–10% more relevant sales offers, reduced claim handling time, 30–40% of flight claims automated, and self-service usage rising from 40% to 90%, driving cost savings, higher revenue, and better customer satisfaction.

Transavia

Mattijs ten Brink

Managing Director – Chairman