Lufthansa Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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Lufthansa German Airlines
‘One of World’s biggest Airlines’ –Our partner for 10 years

Introduction

Lufthansa is one of the world's biggest and prestigious airlines.

The group has a network of more than 400 subsidiaries around the globe. These companies are either airlines or service companies operating in the logistics, MRO, catering, IT, and leisure travel business areas.

Lufthansa's Requirement

Lufthansa were on the lookout for an organization capable of managing a query desk for their Frequent Flyer Program – “Miles & More”.

‘Miles & More’ was a technical helpdesk customized to handle worldwide queries from Members and Travel agents by accessing LH database located at Frankfurt.

IVG agents manning the query desk maintained the interface with the LH offices worldwide, including London, Frankfurt, Dubai, Delhi, New York, Tokyo etc.,

Our Solution

The LH database at Frankfurt was accessed through a dedicated leased line employing OS/2 platform and IBM Personal communications as front end tool.
The size of database being mined was over 6 million.
A query library was maintained by IVG team and updated on ongoing basis. The services provided had a Turn around Time of < 8 hours.

IVG Services include:
»	Miles & More Query Center
	– Operation & management
	– E-mail Response center for Information dissemination to LH offices worldwide
	– Data Mining & query processing
	– Printing mailing labels for Miles & More program worldwide
»	Management of Lufthansa Bounty Club
	– Travel Agency Loyalty Program
	– Managing airline promotional program
»	Data Processing
	– UFR’s worldwide
	– Questionnaires based on a survey conducted throughout Europe of Miles & More ‘status members’.

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