E-commerce & info business

Book economy, fly first class

Premium customers centrally in one system.

The platform created room for personal advice as membership grows and made the care of high-value travel customers centrally manageable.

for content, customer service and memberships
One cockpit
for content, customer service and memberships
Woman at the railing of a terrace above the Dubai skyline

Overview

01 · Problem

Award flights, fork flights and individual destinations did not fit any standard subscription journey.

02 · Approach

A dedicated cockpit connected content, customer service and suitable travel options.

03 · Result

Members could be looked after in a differentiated way over the years without managing every step by hand.

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Before / after

What changed in the business.

Subscription modelBeforeStandard journey with no room for special casesAfterMemberships with individual support
Editorial workBeforeContent and offers maintained separatelyAfterOne editorial and administration cockpit
AdviceBeforeEvery step manualAfterFocus on demanding cases

E-commerce & info business

Member portal for individual travel advice

Starting point

A provider of high-quality travel information had to organise advice, changing flight offers and memberships at the same time. For people looking for award flights, status benefits and complex routes, timeliness matters as much as personal support.

How do you organise a premium subscription with individual travel advice?

During the project, a customer portal and an editorial and administration cockpit were built. The system bundles content and customer-related processes; the advisers can concentrate on demanding cases.

The result is a subscription model that can be operated digitally with room for individual support, on which the provider has built its position as market leader in the digital travel info business.

At a glance

Levers and services.

Services
StrategyConceptImplementationFurther development

Result

Result and assessment.

for content, customer service and memberships
One cockpit
for content, customer service and memberships

The platform created room for personal advice as membership grows and made the care of high-value travel customers centrally manageable.

What entrepreneurs can take from this

A subscription holds up when standard processes run automatically and the advisers have time for the cases that make the difference.

A mechanism, not a promise of results: the effect depends on your starting process.

What this means for you

Building blocks from this case.

This project gave rise to use cases that we now deploy in other companies, adapted to their processes.

Frequently asked questions

Questions about this case.

Your question is not here? In the initial conversation we take 30 minutes for your specific topic.

It makes content, customer service and memberships centrally manageable. Standard processes run automatically, and the advisers concentrate on demanding travel wishes such as award and fork flights.

The platform created room for personal advice as membership grows and made the care of high-value travel customers centrally manageable.

The principle yes, the implementation never one to one. A subscription holds up when standard processes run automatically and the advisers have time for the cases that make the difference. In the initial conversation we check which part of it has the greatest leverage for you.

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