Case Study: Lufthansa transforms B2B loyalty with Valtech

Lufthansa boosts B2B loyalty with Valtech in just over 2 years

Lufthansa Group faced a challenge with its B2B corporate loyalty program, which relied heavily on discounts and rebates and lacked a central portal for clients. This approach was eroding revenue and failing to meet the changing needs of corporate customers, who required more tailored benefits based on their travel behaviors. Valtech was engaged as a digital strategic partner to help transform this offering.

Valtech implemented a new digital B2B solution by establishing a cross-functional product organization and applying an agile framework tailored to Lufthansa. They used advanced data science to create behavioral "Corporate Archetypes" for segmentation, which informed a more customized loyalty program and a new self-service customer portal. The results included an immensely positive customer response, a reduced workload for clients, decreased service center calls, and increased sales staff happiness. Valtech's solution helped Lufthansa build an industry-leading platform that set a new cornerstone for its B2B services.

Lufthansa