A large US Airline was experiencing a number of technical issues with its systems affecting the experience of both its staff and customers. However, they had a lack of visibility of the source of the problems and the true impact on their users. Issues included flight delays associated with its operations systems availability, and a lack of visibility into poor application performance from remote airport ticketing counters. The Airline was also migrating from call centre / telephony transactions to web based online ticketing applications, putting 90% of ticket revenue at risk if there were any user problems.
Actual’s analytics software helped the Airline understand the correlation between their employee’s and customer’s experience of their operations and ticketing services and the causes of the issues affecting these services.
Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.