Case Study: a major American airline boosts online ticketing analytics and customer satisfaction with Slalom

Major American Airline - Customer Case Study

The major American airline aimed to boost customer satisfaction by improving the efficiency and accuracy of its online ticketing and ecommerce analytics. Slalom was engaged to help the airline address core challenges, including disjointed analytics teams and inefficient state reporting processes.

Slalom implemented a two-regression-model approach and centralized the airline's data storage from its enterprise data warehouse and analytics platform. They designed a new analytics data mart for self-service BI, automated recurring reports, and provided coaching to optimize data use. This solution provided the airline with more timely analytics, enabling it to make rapid marketing changes that increased customer satisfaction and improved its overall Net Promoter Score.