Case Study: Lufthansa increases loyalty with personalized flight recommendations from Plan.Net

Lufthansa boosts newsletter KPI by 15% with Serviceplan Group

The customer Lufthansa, a major airline, faced the challenge of managing one of its most important 1-to-1 communication channels across 104 countries and 16 languages. Their goal was to deliver highly personalized and relevant content to customers through email newsletters. The vendor Serviceplan Group, through its Plan.Net service, was tasked with creating personalization concepts, segmenting target groups, and sending communications.

Serviceplan Group developed a globally standardized, responsive technology for newsletter templates. Their solution used automation and personalization to deliver relevant content, including dynamic flight recommendations, at the right time. This approach resulted in a 15% uplift in key performance indicators like opens, clicks, and revenue, and it managed a mailing volume of 500 million newsletters per year with 50 personalization measures implemented.

Lufthansa