All the cabin crew on the SAS aircraft’s iPad to better serve passengers. The airline also expands greatly wifi capabilities. Everything is part of SAS’s major digital transformation programs.
A total of SAS adds half a billion crowns in the coming years on digitization. In addition, a large investment in WiFi on all aircraft.
Several hundred people, internally and on a number of consulting firms, working for 1.5 years to Biffa up the airline’s digital offering.
– We do the whole digital platform. The idea is to provide such a good travel experience possible. The more we know about you as a traveler, the better our offer, says Mattias Forsberg, CIO of SAS.
The first step is the interface outward toward customers. Therefore, the company makes on its site and is also ongoing advanced stage projects to body art like bracelets or rings to enhance the travel experience for the most loyal passengers. Using these go quickly through all the queues at the airport, including the lounge, without ever show papers, is the idea.
SAS aimed primarily effort against the most profitable customers, those who fly more than five times per year. Especially against those of EuroBonus loyalty program.
From now on summer begins cabin staff use iPad, SAS has purchased 3500 units. First in a entry points and instructive period and in stark use from September.
In the toad staff will be able to see manuals, work schedules, check-in information, information on special requests from passengers, and more. The stewardess will also be able to see your flight history. Your luggage may was delayed at the last flight.
– Now we would like to invite you for a snack or drink as compensation, the flight attendant say then. It becomes a way of personalizing the travel experience, says Mattias Forsberg.
This means that SAS must also be better able to connect and update back-end systems, such as CRM systems, reservation systems, bonus systems, loyalty systems and call center -system. Many of them changed completely this year. The digital transformation program will last for another two years.
The next big investment – deciding in a few weeks – is about to introduce the wifi on all aircraft. Today’s wifi on long-haul routes to Asia and America and some of the planes that go short distances within Europe. Connection speed is 7-8 Mbit / s per plane.
– Now we are looking for solutions where every traveler get the same rate, says Mattias Forsberg.
Last year, Finnair out to the company is investing about 290 million in wifi on their planes, as well as a new portal. Finnair has a much smaller fleet than SAS, with 60 planes.
– This involves a fairly substantial investment. After any decision we can begin to equip planes for about a year. It will not be all at once, but in connection with major maintenance. Altogether, it takes about a year, says Mattias Forsberg.
In the long term means wifi enable SAS to save on electronic entertainment field.
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30 million passengers
SAS, which celebrates 70 years old this year , has 30 million passengers per year.
Over two million Scandinavians do more than five trips a year.
4.6 million people is EuroBonus members.
today’s wifi at 14 long-haul aircraft and ten shorter destinations, a total of 24 aircraft.
SAS works with many different consulting partner. The three largest are TCS (Tata), CSC and Amadeus.
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