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Case Study

Transavia: Taking off on a connected customer journey

  • Needed a real-time, holistic view of 10M customers to deliver personalized services and actions–from trip planning to arrival and beyond
  • With Pega, Transavia employees are now able to offer relevant services and sales throughout the entire customer journey
  • Improved the relevancy of sales and service actions, driving cost savings and increased revenue

“To become Europe’s leading digital airline, we need to meet increased customer demand for fully connected end-to-end services. We are working with Pega to deliver personalized, connected experiences. ”

Mattijs ten Brink Managing Director & Chairman, Transavia

The Business Issue

Transavia is a member of the Air France KLM group and an airline of choice for affordable European flights. The airline has over 50 years of experience operating scheduled and charter flights – flying to more than 110 destinations, primarily in Europe and North Africa.

To meet its goal of providing "low cost with care," Transavia needed a holistic, real-time view of cross departmental data, including a passenger view, partner view, flight view and employee view, accessible on any device or channel. With connected insights they would be able to deliver relevant, seamless, and personalized actions to their customers in their moment of need, in their preferred channel.

The Solution

By working with Pega, Transavia implemented the Transavia Interaction Platform, running on the full suite of Pega’s CRM software – including Pega Customer Decision Hub™, Pega Customer Service™, Pega Sales Automation™, and the Pega Platform™.

The platform uses Pega’s next-best-action, real-time decisioning and analytics capabilities. It connects and optimizes data, tools, and staff – enabling all stakeholders to access pertinent information from any mobile device.

Transavia sees Pega as a strategic differentiator in the face of stiff competition from other low-cost airlines, as Pega allows Transavia to offer best-in-class, proactive, and personalized digital services to customers, while enabling employees and partners to work collaboratively.

The Results

Transavia’s use of Pega’s scalable Agile development model:

  • Decreased time to market and go live with its base CRM module within 90 days
  • Increased relevancy of sales offers in transactional notifications by 5-10% with improved customer experience
  • Increased customer satisfaction by reducing claim handling time
  • Automated 30-40% of all flight claims without human assistance to reduce costs at Service Centers
  • Increased customer use of self-service capabilities increased from 40% to 90% resulting in improved customer experience and cost savings

Related Resources

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Tags

Product Area: Customer Decision Hub Solution Area: 1-to-1 Marketing Solution Area: Business Agility Solution Area: Customer Engagement Solution Area: Operational Excellence