Key Benefits
- Improved operations through customer knowledge
- Reduction in costs associated with M&E (base and line)
- Improved reliability through deeper knowledge
- Customer optimization (profitability, retention, identification)
- Enhanced security and employee authorization
Capabilities
Trevelyan Group is experienced in many areas of the airline business. We have consulted in Safety Management, Quality Assurance, Flight Operations: Maintenance & Engineering including Inventory, Parts Management, Work Management; Customer Service; Customer Relationship Management; Cost containment including commissions; employee fraud; and Food and Catering Operations; Airport Operations; Marketing: Frequent Flyer including identification and tracking of unknown customers and reward targeting; Pricing; Market Management including demand management and demand-based scheduling; Revenue Optimization; Cargo Operations including station deal management; Cargo Revenue Management; Revenue Accounting; Fuel Management; Scheduling; and Sales.
Related experience in GDS management include: new product offerings, revenue enhancement; security; and broad scale information management.
Extensive work has been done with travel agency commissions and rewards; inter-related service offerings with travel agents; deal management; and information sharing opportunities.
Airline IndustryThere are many opportunities for enhancement of the business of airlines. Samples of opportunities are :
Customer identification and recognition environment – The customer recognition system, to value, manage, reward and track customers, must be augmented with sophisticated tools to identify and track ‘unknown’ customers. Linked to revenue measures, and profiles, the customer recognition systems can be used to significantly enhance security. The environment can and should be extended inward to track, identify, and manage employees – including enhanced abilities to ensure appropriate licensing of skilled labor
Bureaucracy reduction through information visibility. Track all cost items including hidden costs – one of the biggest obstacles to success is the heavy bureaucracy. Bureaucracy can be significantly reduced through information visibility. Ready sharing of information across the business in a timely and accurate manner will actually enable more controls without heavy bureaucratic efforts.
Re-value partnerships to jointly win against competition – there are many opportunities to partner for differentiation. Each potential O&D and market should be evaluated as to opportunity for differentiation, as well as for profitability. Customers will move to an airline that meets their specific needs – and a differentiated airline provides unique abilities to match individual customer requirements.
Systematic revenue management and route planning optimization –Automated systems will optimize revenue streams and maximize revenue per flight. Based on future market opportunities evaluated through Revenue Management systems and outside information sources, future market opportunities can be defined and the airline can better position itself against competition
Development and implementation of training to increase service levels and consistencies – While getting information to customer touch points will take time, education of front line personnel in customer treatment will go a long way to determining customer loyalty
Enabling information flow throughout the business – the management team needs better information to run the business. Better information can also reduce cost through the ability to identify cost issues throughout the company. Maintenance and Engineering will be able to better place parts and optimize the cost of inventory. Commissary and Catering will be able to optimize aircraft supply to minimize costs.
GDS advances enable GDS’ to do things that couldn’t be done before. Advanced business modeling (retention, stratification, acquisition), combined with the high-speed network infrastructure provide GDS’ with the basics to deliver the information where it is needed. The opportunity for GDS’s customers to execute advanced customer management will be a clear differentiator in the business
©Trevelyan Group LLC 2012