How Aviation CRM Unites Marketing, Operations, and Customer Service in Airlines?

Every day, thousands of employees work hard to get planes in the air and people to their destinations. But here’s the thing – for a long time, different departments in airlines barely talked to each other. Marketing did their own thing, operations ran the flights, and customer service handled passenger problems. It was like everyone was working in separate buildings with no windows to see what others were doing.

But that’s changing. Airlines are now using aviation CRM (Customer Relationship Management) systems to get everyone working together. Read on to learn how an aviation CRM lets all departments share information and work as one team.

How Things Used to Be?

Let’s look at how airline departments used to work.

Marketing

Marketing teams would create deals and promotions without knowing if flights were always on time or if there were problems with certain routes. They might advertise cheap tickets to places during the busiest times when planes were already full. This led to frustrated customers who couldn’t find the advertised deals, and it wasted marketing dollars on promotions that couldn’t deliver.

Operations

Operations teams (the people who schedule flights and crews) didn’t know what customers wanted or what tickets were selling best. They just focused on getting planes from A to B. This meant they might schedule maintenance during peak travel times or put smaller planes on routes where demand was growing. They couldn’t plan ahead based on what customers were actually booking.

Customer Service

Customer service staff had no way to know if a caller had problems with the airline before. Every time someone called, it was like starting from scratch – even if they’d had three delayed flights that month. Staff would have to ask customers to repeat their whole story, which made already frustrated passengers even more upset. They also couldn’t see what other departments were doing to fix problems, so they couldn’t give customers complete information.

How Aviation CRM Changed Everything?

Now, aviation CRM systems connect everyone. It’s like giving all departments access to the same information at the same time. Here’s what that means in real life:

What Marketing Can Do Now?

Marketing teams now have a complete view of how the airline is running. They can see which flights consistently arrive on time and which ones often face delays. This helps them avoid promoting problematic routes that might disappoint customers. They can check how full different flights usually are throughout the year, so they don’t advertise deals for flights that are already likely to sell out.

The marketing team can also see detailed information about customer satisfaction across different routes and services. This helps them focus their efforts on promoting the services that customers love most. They can track booking patterns to understand when different types of customers like to travel. For example, they might notice that business travelers book certain routes three months in advance, while leisure travelers book six months ahead.

When they create promotions, they can target them more effectively. Instead of sending everyone the same deals, they can match offers to what customers actually want. If they notice a customer often flies for weekend trips, they can send them deals for leisure destinations. If someone regularly books business class, they can receive upgrades offers instead of economy deals.

What Operations Can Do Now?

The operations team has gained powerful insights that help them run flights better. They can now see patterns in customer bookings well in advance. This means they can adjust flight schedules to match when people actually want to travel. If they notice lots of business travelers want to fly early Tuesday mornings, they can schedule more flights during those times.

They get advance notice about passengers who might need extra help, like families with small children or people with mobility needs. This lets them prepare the right support in advance, making the journey smoother for everyone. The system alerts them about important customers too, so they can ensure everything runs especially smoothly for frequent flyers or large corporate accounts.

When problems start appearing, operations can spot them quickly. If several customers report similar issues with a particular route or service, the team can investigate before it becomes a bigger problem. They can see if delays are happening at certain times or with certain aircraft, helping them find and fix the root causes faster.

What Customer Service Can Now Do?

When you call an airline now, customer service can help you much better because they can see your whole story. They know all about your past flights, including any problems you’ve had. They can see every time you’ve contacted the airline before and what the issues were. This means you don’t have to explain your situation from scratch every time you call.

The customer service team can see your preferences too – whether you like window seats or aisle seats, if you usually book business class or economy, and if you have any special meal requirements. They know how many loyalty points you have and what you might be able to use them for. If your recent flights had any problems, like delays or baggage issues, they can see those right away.

They can also see what offers and promotions you’ve received from the marketing team. This helps them understand what deals you might be calling about and ensures they give you consistent information. If there’s a problem with your flight, they can see what other options are available right away, including any special deals you might be eligible for.

Real Benefits of Working Together

When departments share information through aviation CRM, good things happen for everyone involved. Here’s how:

Problems Get Fixed Faster

While facing IROPs, every department can jump in to help fix it right away. The operations team can quickly look for another plane if there’s a mechanical problem. They don’t have to wait for someone to tell them there’s an issue – they see it in the system right away.

Customer service doesn’t have to wait for updates either. They can see exactly what’s happening and tell passengers right away. The marketing team gets notified automatically and can pause any ads for affected flights. This stops them from selling tickets for flights that might have problems.

One of the best parts is that the loyalty program can automatically help affected customers. If your flight is delayed, you might get points added to your account right away, without having to ask for them. The system can even send you vouchers for food or drinks if you’re stuck waiting at the airport.

Better Use of Resources

Airlines can now make smarter choices about how to use everything they have. They know exactly which routes need bigger planes and which times of day need more staff at the check-in counters. The aviation CRM system shows them patterns they couldn’t see before.

Training gets better too. When customer feedback shows that people aren’t happy with how something is handled, airlines can quickly train their staff to do it better. They can see exactly which parts of their service need the most improvement.

Happier Customers

The new system means customers get a much better experience. They get:

• Deals that match their actual travel patterns
• Fewer surprises and problems with their flights
• Quick solutions when something does go wrong
• Consistent answers no matter who they talk to
• Recognition of their loyalty and preferences

Money Savings

Working together helps airlines save money in several ways. They don’t waste time doing the same work in different departments. Flights run more efficiently because everyone has the information they need. There are fewer unhappy customers asking for refunds or compensation. Marketing can spend their money on promotions that actually work, instead of ones that might not sell.

Making It Work

Getting a aviation CRM system up and running isn’t as simple as just buying new software. Airlines need to plan carefully to make it work well.

Training Everyone

Training is a huge part of making an aviation CRM work. Airlines need to spend time teaching everyone how to use the new system properly. This isn’t just about clicking buttons – it’s about understanding how to use all the new information they have access to.

Staff need regular updates as the system changes and improves. The best airlines make sure to listen to their employees about what’s working and what isn’t. They use this feedback to make the system better and easier to use.

Keeping Information Safe

With so much customer information being shared, keeping it safe is super important. Airlines must:

• Use strong security systems to protect customer data
• Follow privacy laws in all countries they fly to
• Keep track of who looks at what information
• Make sure staff understand how to handle private details

Changing How People Work

Getting people to work in new ways is often the hardest part. Airlines need to show their staff why the new system helps everyone do their jobs better. They need to reward people who work well with other departments and share stories about how the new system is making things better.

What’s Coming Next?

The future of aviation CRM systems looks exciting. We’re starting to see smart systems that can predict what might go wrong before it happens. Soon, these systems will be able to fix simple problems automatically, without needing any human help. Airlines are also working on better tools for their staff’s phones and tablets, so they can help customers anywhere in the airport.

Why Aviation CRM Matters?

For airlines to do well today, they need their departments to work together smoothly. Aviation CRM systems make this possible. Yes, it takes work to set everything up and get people used to the new way of doing things. But the results are worth it – happier customers, smoother operations, and better business overall.

When an airline gets all its departments working together through aviation CRM, everyone benefits. It’s like turning a group of solo players into a championship team. Everyone knows what everyone else is doing, they can help each other out, and they all work toward the same goal – getting passengers where they need to go, safely and happily.