Case Study: Widerøe achieves higher direct-channel conversion and call-centre efficiency with Sitecore

Widerøe - Customer Case Study

Widerøe, Scandinavia’s largest regional airline (1,400 staff, NOK 3.2 billion turnover, ~2.5 million passengers annually), needed to make it easier for customers to find flights and manage bookings across multiple touchpoints. To address this challenge they worked with Sitecore to unify customer data and create a single, easily searchable customer view across online, offline and offsite channels.

Sitecore implemented a correlated lifecycle “timeline” customer view that aggregates channel data for use by customer care and marketing. The solution enabled segmented and behavior-driven marketing, improved conversion in Widerøe’s direct channels and increased efficiency in the customer call centre; Sitecore and Widerøe continue to collaborate on further conversion optimization.

Widerøe