Case Study: Increase in revenue per call through data-driven customer segmentation

Context:

• One of the top US airlines with the third-largest Commercial fleet in the world (805 aircrafts.)
• The main challenge faced was stagnant revenue per customer with no increase in the sale of ancillary products/services.
• Our objective was to improve revenue per call through an increase in the sale of tickets and ancillary products.

What we did:

• Leveraged analytics solution to understand customer's buying propensity
• Customer segmentation, past purchases, and rebuttal analysis used for a customized sales pitch
• Educating client team & sales agents on data driven sales approach to make effective conversions

Value Creation:

• A better understanding of various customer types and their needs
• Increase in sale of ancillary product and services across all customer segments
• Empowering agents as sales champions driven by intelligent customer insights

End Result: 11% increase in revenue per call