India ICT Forum 2013 - Chamara Perera, VP IT, Sri Lankan Airways

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PANEL 2: Intelligent Airline of the future in fast-changing environment - Intelligent Airline business transformation – Importance of stakeholders’ collaborations – Chamara Perera, VP IT, Sri Lankan Airways

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India ICT Forum 2013 - Chamara Perera, VP IT, Sri Lankan Airways

  1. 1. © 2013 SriLankan Airlines Intelligent Airline Business Transformation Importance of Stakeholders Collaborations Chamara Perera Head of Information Technology SriLankan Airlines Aviation ICT Forum 26th September 2013 1
  2. 2. © 2013 SriLankan Airlines • SriLankan Airlines is the national carrier for Sri Lanka. • Launched in 1979, the airline's hubs are located at BIA in Colombo and MRIA in Hambantota providing convenient connections to its global network (including codeshare partners) of 64 destinations in 34 countries around the world • SriLankan Airlines is an award-winning airline with a firm reputation as a global leader in service, comfort, safety, reliability, and punctuality. Awards include World’s Friendliest Cabin Staff by Skytrax, Best Airline in South Asia from Travel Trade Gazette, World’s Most Reliable Operator of Airbus A330s and A340s by Airbus Industrie, Etihad Global Excellence Award for Best Regional Caterer. • SriLankan Airlines has been invited to join oneworld and is on track to join the world’s leading airline alliance, early 2014 2 About SriLankan Airlines
  3. 3. © 2013 SriLankan Airlines 3 Intelligent Airline business transformation • Real transformation touches Passenger Journey and experience throughout • Incremental changes are no longer sufficient • Intelligent “game-changing” strategy with integrated technology solutions • Need innovative solutions, new products and services supported by industry leads • Emerging smart mobility strategies and technologies will boost transformation Ingredients • Real Time Passenger Data • Information @ right time @ right place • Personalized Travel Experience • Mobile Workforce • Fast Travel Self-Services • Baggage Tracing • Customer Loyalty • Passenger Feedback • Social Media • CRM • New Sales Channels • Unified Communication
  4. 4. © 2013 SriLankan Airlines 4 Results of Intelligent business transformation • Real-time strategic insights into travel market and passenger demand • Innovative sales channels to increase direct & indirect revenue • Personalize and differentiate the passenger experience • Increased efficiency and productivity in operations • Improved decision making with BI • Agile and collaborative work set up • Simplifying the Business • Creating a competitive edge
  5. 5. © 2013 SriLankan Airlines 5 Importance of Stakeholders Collaboration • This is the key success factor in achieving the required transformation • We get groups with similar or different perspectives who can exchange viewpoints which should be converted into solutions that go beyond their own vision of what is possible Creating Shared Value Going beyond Engagement Stakeholder Collaboration
  6. 6. © 2013 SriLankan Airlines 6 Successful Business Transformation Passengers Vendors Business Units Service Providers Financial Institutions Airports Stakeholder Collaboration • Loyalty • Retention • Feedback • Quality Services • Reliable Products • Expertise • Cohesiveness • Domain knowledge • Quality Service Levels • Continuous Support • Secure Transactions • Reliability • Regulations • Continuous partnerships
  7. 7. © 2013 SriLankan Airlines 7 • Lack of mobile sales portal • Not meeting the demand of digital travellers • Feedback process not meeting passenger demands • No real time passenger recovery • Poor interaction with passengers and lack of segment specific marketing awareness Challenges met…
  8. 8. © 2013 SriLankan Airlines 8 • Frustration for long waiting queues • Passenger Handling Delays • Lack of infrastructure for self service check-in • Introduced SITA Kiosks in CMB • Improved passenger handling Self-Service Check-in Challenges in handling passengers during Peak hours
  9. 9. © 2013 SriLankan Airlines 9 Environment friendly paperless journey for digital travellers
  10. 10. © 2013 SriLankan Airlines 10 Search Flight Availability Select Flight Fare Details Passengers Payment Confirmation Schedule History Push Promotions Promote Inflight duty Free Promote partner services Promote goods and services of Duty free vendors Integrated Reservations • Simplicity on Reservation • Indirect Sales Channels • Partner collaboration
  11. 11. © 2013 SriLankan Airlines 11 Admin Portal Touchpads Inflight Admin Ground Check-In Web Email PD – data entry portal Mobile Serendib ECO – Electronic Customer Outlook Multiple feedback capturing channels • PAX personal information • FlySmiLes account details • Flight check-in details
  12. 12. © 2013 SriLankan Airlines 12 Multiple Input Channels OutputSystems Feedback Solution DW/BI Dynamic Alerts Reports Feedback Management Feedback Channels Dashboards Real time Passenger Recovery How it works . . .
  13. 13. © 2013 SriLankan Airlines 13 Core Mobile Framework Check-In & Mobile Boarding Pass Flight Schedule & Status FlySmiLes Frequent Flyer Program Real Time Feedback Capture Location Based Contact Us SMS & E- mail Promotions Subscription Integrated Mobile Platform Interactive gesture driven state of the art mobile app Available on:
  14. 14. © 2013 SriLankan Airlines 14 Metrics of Success • 10,000 + worldwide downloads within the first 3 months • End User Review Comments
  15. 15. © 2013 SriLankan Airlines 15 Business Intelligence for Strategic Decision Making • Self service BI • Functional dashboards
  16. 16. © 2013 SriLankan Airlines 16 Social Media Integration Social media Buzz UL Solution Analytical Information SriLankan Customer Care
  17. 17. © 2013 SriLankan Airlines 17 Tweet Map Using the location field in Twitter accounts, we try to approximate the geographic location of the followers.
  18. 18. © 2013 SriLankan Airlines Success Factors for Stakeholder Collaboration • Senior Management Sponsorship • Staff Involvement • Convert Issues in Collaboration to Opportunities • Constant Communication with Stakeholders • Information, Training & Awareness • Responsibility & Accountability • Continuous Improvement 18

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