SAS Customer Intelligence 360 Fuels Remarkable Revenue Growth At IGA Istanbul Airpor

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iGA Istanbul Airport, using SAS Customer Intelligence 360, revamped its mobile app for personalized traveler experiences, boosting customer satisfaction and revenue.

Airports are experiencing unprecedented levels of activity, making flying more stressful than a dentist visit for many travelers. iGA Istanbul Airport, one of the world’s largest, is continually seeking innovative ways to enhance the airport experience. By utilizing SAS® Customer Intelligence 360, the airport has revamped its mobile app to deliver timely, highly personalized communications and offers, optimizing travelers’ experiences.

As a result, customer satisfaction has surged, revenue has significantly increased, and participation in iGA Pass services has grown by double digits.

Before collaborating with SAS, iGA Istanbul Airport’s mobile app served mainly as an information hub for passenger-triggered transactional operations. iGA aimed to transform the app into a platform that provides highly personalized communications tailored to each customer’s unique needs. Through analyzing vast amounts of behavioral, transactional, and declarative data, with the help of SAS and Partner Republic, iGA Istanbul Airport now offers individualized offers and information to travelers. This transformation has turned the app from a reactive tool to a proactive customer experience enhancer and a potent revenue generator.

The collaboration with SAS and Partner Republic has modernized iGA Istanbul Airport’s customer communication methods and overall interaction experience. Leveraging the analytical and automation capabilities provided by SAS, iGA has achieved significant efficiency improvements, gaining a deeper understanding of its customers through streamlined reporting mechanisms.

Reimagining the Customer Experience with Analytics

Here’s how iGA has used analytics to enhance customer experience:

• Augmented Reality (AR): Visitors exploring retail and dining areas at the airport now enjoy in-app guidance via AR shopping technology, directing them to points of interest. During their shopping, customers can access support through WhatsApp or virtual assistance services enabled by SAS Customer Intelligence 360.
• Customer Journey Optimization: Each passenger’s journey is now personalized according to their stress level throughout the airport. Passengers receive guidance communications at key points where they can benefit from iGA Pass services to save time. At high-stress points, passengers are directed to areas where they can utilize iGA Pass services for a smoother experience.
• Mobile Payments: Passengers can now use mobile payment options at parking payment points, enhancing convenience.
• Beacon Technology: At key locations, especially terminal gates offering iGA Fast Track services, beacon technology provides real-time notifications to passengers’ mobile devices, optimizing the entry process and saving valuable time.
• iGA Pass: This membership model offers comfort-focused services such as airport lounge access, fast track, and buggy services. Through SAS solutions and in partnership with Partner Republic, iGA Pass now presents relevant offers and personalized communication to members at just the right moments in their journey.