Creating a new IT organisation for sustainable growth ‘A ... · Creating a new IT organisation for sustainable growth | 3 Booking the trip eths got a meeting in New York so she

Creating a new IT organisation for sustainable growth

‘A day in the life of...’

2Creating a new IT organisation for sustainable growth |

Meet BethBeth is a business professional who regularly travels from

the UK to various destinations for work.

As she is on the move all the time, connectivity – anytime,

anywhere, any place – is key to her way of working.

By booking everything through Flyaway Airlines, Beth’s

travel arrangements are quick and easy to organise.

She is also benefiting from collecting miles on her Flyaway

card which she can use with other airlines and partners for

services like car hire, hotel or upgrades.


Booking the tripBeth’s got a meeting in New York so she calls Flyaway

Airlines to make a booking. She uses the easy to follow

visual IVR on screen to select her options, and is put

through to the relevant customer service agent.


Seeking assistanceWith Beth’s details, call history and CRM data logged via the in-built call centre

clienteling tool, the Flyaway Airlines call centre representative is able to

personally greet Beth with an instant view of all her trips to date. The agent can

see that Beth gave a high rating to the hotel she stayed in last time she went to

New York. Beth is happy to stay there again and completes the booking.


Travel plansAfter the call, Beth receives an instant

summary of her trip direct to her tablet via

the Flyaway Airlines app. She can view

information about her flights, hotel, travel

documents, car hire and can even order her

US dollars directly.

To make sure Beth makes the most of her

trip, Flyaway Airlines also sends her a

personalised video showing what’s on in

New York during her visit. Beth uses the

‘book now’ alert to select the events that

interest her.


A stress-free journey with Flyaway AirlinesBeth decides to download the Flyaway Airlines

wayfinding app via the Flyaway Airlines portal,

which will help her navigate the airport and easily

find her pre-booked car parking space. The app’s

intelligent personal assistant uses her current

location and live traffic reports to work out when

Beth needs to leave home to catch her flight.


Getting to the airportThe app also advises her on how to get to the airport, the optimal route to

take, any delays or gate changes to her flight and other important

information. With such a busy schedule, Beth likes to be notified of any

important tasks on her to-do list, like the reminder she receives to pay for

her airport parking before she leaves.


A personal greetingUsing geo-fencing and Wi-Fi, Beth’s device alerts the

ground staff to her arrival at the airport. This enables

the staff to send a push notification asking if she

would like help with her luggage. Beth completes

check-in and, having been automatically logged onto

Wi-Fi, receives notification of her pre-booked vPod

appointment in the Flyaway Airlines lounge.


Business on the moveBeth heads straight to the vPod located in the Flyaway

Airlines lounge which gives her a private, secure working

area, complete with connectivity and TelePresence

facilities, to contact an important client in Geneva.

After her call, Beth’s thoughts move to her impending

trip. Wanting to maximise her time in New York, she

takes advantage of the remote travel experts accessible

via the Flyaway Airlines app to find out more about the

area she’ll be staying in.


Time to re-chargeBeth takes a few minutes to catch up on e-mails and

charge her phone using the wireless charge plate in the

Flyaway Airlines lounge. A member of staff approaches to

offer Beth a glass of white wine. Supported by BT’s

clienteling capabilities, he knows exactly what wine Beth

prefers and is able to offer a highly personalised service.


Innovative service loungeBeth notices some children using a 3D printer to print a free

Flyaway Airlines branded phone case. As she already has a case,

Beth looks to see what else is on offer and finds a handy luggage

identifier. She designs a personalised tag there and then to attach

to her suitcase when she lands.


Something’s caught her eyeAs she’s walking through the terminal, Beth

spots an ad for a popular New York

restaurant, and stops to book a meal for

herself and her colleagues on arrival. She

also receives a notification to her smart

phone offering discounts at one of her

favourite fashion stores which she’ll pass en

route to the gate.


Easy boardingBeth presents her smart phone to show the staff her

boarding card. She passes through without having to

show her passport, as the biometric (FST) camera

instantly recognises her based on posture, facial features

and demenaour.


Enjoying the flightBefore long Beth is in her seat and logged on to

the on-board Li-Fi. Once online, she can browse

the duty free shopping destinations using

Shopnfly. This gives her access to a wide range

of products, and highlights the best deals

across all the destinations in her travel

itinerary, giving her a huge amount of choice.

Beth makes a few purchases and arranges to

have them delivered direct to her hotel in New

York.


Baggage re-claimBeth checks her phone to see where her luggage

is. She can track her bags through the FlyAway

App to ensure piece of mind and when to position

herself at the carousel! Beth can also use the app

to locate key assets she and her family may need

within the airport, such as wheelchairs, luggage

trolley’s and emergency first aid items.

In the event of needing special help from airline

staff - Beth can also use the app to locate the

nearest member of customer service staff. The

colleague’s ‘whereable’ tracks their location which

the passenger can see on their ‘whereabouts’

feature on the app – so she know’s where she

needs to go to get help in the airport…


Enjoying the in-flight entertainmentAs it’s a long flight, she takes a break from work and enjoys

some in-flight entertainment across BT TV & BT Sport.


A welcome arrivalAfter landing, Beth switches on her phone, which

sends an instant geo-fencing notification to the

driver of her private transfer, to ensure her car is

waiting for her as soon as she reaches arrivals. As

Beth has already uploaded a photo on her Flyaway

Airlines app, the driver recognises Beth and greets

her personally.


Check-in/update friends & familyAt the hotel, there is a queue for check-in, so Beth

decides to use mobile-enabled queuing and

orders a coffee in the hotel bar. While she waits,

she uploads photos and feedback on her trip so

far via the Flyaway Airlines app so her colleagues,

friends and family know she’s arrived safely.


Settling inWhen Beth gets to her room, she receives a

notification that her in-flight shopping will be

delivered to a dedicated smart locker in the lobby by

the morning. She can collect it at any time using the

code sent to her mobile via the Flyaway Airlines app.


Exploring the cityTo quickly get to grips with the local area, Beth points

her smart phone out of the window and her augmented

reality app kicks in. With it she can find everything she

needs, including the swimming pool, sauna, gym,

restaurant and meeting rooms. With the stress taken out

of her trip, Beth is relaxed and ready to head straight out

for her pre-booked dinner at the restaurant with her

colleagues.


Meet MikeMike is a senior customer service representative

for Flyaway Airlines. He’s here to support

Flyaway Airlines passengers on their travels from

start to finish. To do so, Mike requires full

visibility of the passenger end-to-end journey, to

enable him to provide support exactly where and

when he is needed.


Greeting the customerMike receives an alert to his device informing him that

a passenger who requires assistance has arrived in the

airport car park. Using his BT Clienteling app, Mike can

access information on her appearance and the exact

time of her arrival. Also, by accessing the transcripts of

Maria’s phone conversations with her call centre

advisor, he can offer the best possible customer

service by anticipating her preferences and needs.


Anticipating her needsMike knows exactly where he has to go and who he is

meeting. The customer, Maria, is a Spanish woman in

her late 60s. She doesn’t speak much English and has

difficulty walking, so she needs help with both mobility

and luggage. Thanks to the use of Flyaway Airlines’

Lexiphone which offers on the spot dual translation,

Mike is able to converse directly with Maria.


Helping her on her wayThe suite of collaboration tools on Mike’s smartphone – supported by

the CRM and Clienteling apps – enable Mike and his colleagues

to look after their passengers’ needs with confidence.

Mike’s tablet notifies him that his colleague has already found a

motorised trolley to transport Maria to the lounge. He also uses BT

Trace to locate a wheelchair for her – easily done as the active tag

gives him its exact location in the airport.


Planning resourceAs standard issue, Mike is supplied with a

smart bracelet and life logger to help him

plan resources and obtain immediate

customer service for passengers like Maria.

His bracelet gives him easy access through

the airport, and his colleagues can track

where he is at any time. Staff and customer

safety is supported by use of the smart

camera, which allows him to observe any

suspicious behaviour around the airport, a

critical part of his job.


Cutting queuesMike receives an alert via his smartphone – there’s a queue

building up at the check-in desk for Maria’s flight.

Real time visual analytics give Mike full visibility on busy

check-in areas and departure gates. This allows him to place

his staff strategically to reduce the length of queues. With

his Clienteling tool, Mike can queue walk and relieve queue

pressure by taking orders for refreshments and payments

for excess baggage or other services such as car hire.


Lost luggageMaria has left an item of hand luggage near the check-in

desk and Mike is asked to find her. Maria’s boarding card is

RFID-enabled, so he can locate her quickly and easily.


Ready for take offTo ensure the flight is ready for departure on time, it’s

critical that the right supporting assets are in the right place

at the right time.

Using BT Trace, Mike has immediate sight of and access to all

assets – such as aircraft passenger stairs to engine stands –

and can allocate them accordingly to keep flights departing

and arriving on time.


Collaboration anytime, anywhereMike is supported by his colleague Bob on the ground. Through

his device, he has access to a range of collaboration tools using

unified communications via mobile or Wi-Fi connectivity. No

matter where he is, Bob can keep in direct contact with Mike

and other colleagues via instant messaging, voice and video to

receive live updates on progress to departure.


Quality assuredBob is supervising the food shipment onto the

aircraft for customer dining.

The food is sourced locally and Flyaway Airlines’

latest capabilities ensure it can be tracked back to

the farm of origin with BT Global Trace, safe guarding

provenance and the Flyaway Airlines brand.


Final checksBob’s PDA acts as a single point of access to all

his pre-flight tasks, which updates in real time.

He uses it to coordinate with the other ground

staff and support the captain on his pre-flight

checks. Sensors also make it easy for his PDA

to send requests for re-fuelling and cleaning of

the aircraft.

The PDA assigns Bob his task list, and on the

completion of each task identifies the correct

person for sign-off.


Office trainingWhen Maria’s flight has taken off on time, Mike returns to his office

base. He has to complete some online staff training, and uses the

Walk Me app which supports him in taking staff step by step

through online courses and new procedures.


Planning aheadBefore his day is over, Mike needs to prepare scheduling for the

next week’s staff rotas. He uses BT’s workforce management tool to

help him with comprehensive scheduling. Having full visibility over

the rest of his working week means that Mike can ensure he delivers

great service to his customers and colleagues at the right place, and

at the right time.


A future-proof fleetMike and his colleagues are empowered to work collaboratively to

deliver a range of innovative solutions which means the best possible

service for every passenger, every time. The partnership with BT

allows Flyaway Airlines to embrace technology and transform the

customer journey now and in the future.

Documents

Creating a new IT organisation for sustainable growth ‘A ... · Creating a new IT organisation for sustainable growth | 3 Booking the trip eths got a meeting in New York so she