Iberia is a Spanish air carrier that has been operating on the commercial airline market for more than 75 years and is one of the most profitable across the globe.The cornerstone of its commercial success–a market benchmark–is its customer-service policy, which was launched over 10 years ago and is founded on Iberia Plus, the first European customer loyalty program. More than 1,500,000 cardholders are proof of its success.
"For the company, this project has been a key element in, firstly, establishing, and subsequently in maintaining and strengthening a close link with each and every one of our best customers, the Iberia Plus cardholders, who are undoubtedly the company's most important asset."
Felix García Viejobueno, Director of Customer Relations at Iberia.
Business Challenges
Iberia needs to strengthen its customer-service policy by outsourcing:
- Functional and technological consulting
- Applications development and maintenance
- Data processing and operation center
- Customer-service center
- Printing center
- Mail handling and fulfillment
Solutions
- Migration of Natural/Adabas to UNIX/Oracle environment
- Implementation of diverse technological platforms
- Launch of elite programs (Platinum, Gold, Silver)
- Launch of the Iberia.com portal
- Integration of CRM
Benefits
- Iberia has seen its Program rise to: 1,500,000 cardholders, 900,000 calls answered in the Contact Center, 800,000 flights and prize services, 5,000,000 letters and statements sent, 10,000,000 point collection transactions and 400 users with system access
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