Multiple Proposition – Single Platform

Multiple Proposition – Single Platform

SAA had been using a tailor-made legacy system built over time, to host and maintain the Corporate Loyalty Program, just as Voyager used to be before moving to the iFly Loyalty platform. The platform initially served SAA's goals and strategy but over time it became difficult to maintain and also expensive for even the smallest of changes. Shortage in relevant skill-sets became a pain point as well.

The program involved generation of numerous reports from disparate sources that made consolidation difficult. Among other issues faced by the team, management of corporate relationships and efficiency in operation also were limiting factors. SAA also wanted to get rid of the rigid nature of business processes in the existing platform, as it did not allow easier options to make required changes.

Download Case Study

The Eastern Miles Story, Largest system migration in Loyalty

The Eastern Miles Story Largest system migration in Loyalty

China Eastern Airlines (CEA), after its merger with Shanghai Airlines (FM), faced the mammoth task of consolidating the member base of FM under its own flagship loyalty brand – the Eastern Miles. Handling the combined member base through legacy system was expected to fetch less than optimal results.

With the help of IBS state-of-the-art loyalty solution - iFly Loyalty, CEA not only managed a smooth transition of 30 + million members but also attained operational efficiency that successfully modeled Eastern Miles as a profit center.

Download Case Study

Transforming Voyager into a Profit Centre

Transforming Voyager into a Profit Centre

Voyager was not as rewarding as SAA would have liked it to be. It was still running on a mainframe legacy system whose rigid nature made expansion and scaling up difficult. SAA also found loopholes in the system that led to fraudulent transactions and revenue leakages. To overcome these challenges and to help SAA make Voyager a profit centre, IBS proposed its loyalty management solution iFly Loyalty. iFly Loyalty is purpose built, domain specific and highly configurable and could meet the complex requirements of SAA and its future growth plans.

Download Case Study

Helping a leading Loyalty Corporation to engage new SMEs

Helping a leading Loyalty Corporation to engage new SMEs

Since its inception in 2007, our customer has pursued its business agenda to identify new segments and explore key loyalty drivers to influence the customer behavior in the identified segment. Such a refined approach has helped the company to offer distinct loyalty proposition for targeted customer segments.

Australia, being an economic power house, has more than 2 million small and medium sized enterprises representing a turnover of 99.7% of its trading business across different industries. As majority of the SME owners and employees were already members of airline loyalty, the corporation decided to roll out a Coalition Loyalty proposition exclusively for SMEs in the region.

The program was designed to offer tangible rewards like points, discounts and rebates on routine business purchases made by SMEs and simultaneously maximise revenue for the participating loyalty partners. Success of this unique proposition was dependent on the integration of a wide network of partners, in a much faster pace than competition.

Download Case Study

Getting Loyalty on Track

Getting Loyalty on Track

Existing platform that runs two loyalty programs were facing difficulty in scaling up with the growth of the loyalty propositions. Hence, the primary objective of the customer was to move away from the existing system's nonflexible and poor architecture which was difficult to maintain and could not adapt to accommodate changes in the desired time. This would not only enable them to use a single platform to run both their loyalty programs but also enable them to introduce and scale the loyalty operations without incurring high operational cost.

  • Replace in-house legacy systems with a new generation loyalty management solution that is easier to maintain and compatible to changes
  • Manage two disparate loyalty program propositions under a single roof
  • Superior sustainability and scalability in line with the brand’s planned business expansion
  • Seamlessly integrate with the new distribution platform and website, thus becoming the critical component of a GBP 25 million business transformation
  • Re-engineer contact center processes to improve agent productivity and enhance user experience
Download Case Study

Bringing Loyalty to a Global Stage

Bringing Loyalty to a Global Stage

The customer initiated the process of joining the Star Alliance network some time earlier as part of its long term business strategy. However, the airlines had to put in place a system to meet the demanding Star Alliance requirements.

As part of the business operation plan to participate in the Star Alliance on schedule, the objective of IBS iFly Loyalty system implementation for our customer were:

  • To allow members to earn and burn their miles between airline and other Star Alliance loyalty programs
  • To synchronize member profiles and manifest with iFly Loyalty
  • To exchange member, accrual and billing related files between host airline and other Star Alliance airlines
  • To implement proper mechanisms to ensure billing between the airline and other Star Alliance airlines
  • To allow Star Upgrade Awards (SAUA) & Redemption

It was expected that by the end of this implementation project, the customer would continue to use its existing Loyalty system as the point “earn-burn” engine and manage its members. iFly Loyalty system will interface with this loyalty system and other Star Alliance partner systems for the purpose of making them Star compliant.

Download Case Study