United Airlines is putting customer service at the forefront with a new collaboration with IBM that will deliver a suite of enterprise iOS apps to more than 50,000 of the airline’s front-line employees. The new IBM MobileFirst for iOS apps will help digitally transform the mobile landscape for United’s employees for the benefit of its customers.
As part of the partnership, these apps will be powered by analytics and customized to drive the airline’s digital transformation and enhancing how United serves its customers.
“United Airlines is committed to delivering positive traveler experiences that begin with front-line engagements during all points of the passenger journey — from check-in to departure to destination,” said Dee Waddell, global managing director, travel & transportation industries, IBM. “This enhanced strategy with mobile solutions from IBM and Apple allows United Airlines employees to tap into the right information at the right time to instantaneously address the needs that matter most to passengers.”
The technology will allow United employees to better meet customer needs in real time. Flight attendants will be given insight into which customers are connecting, in order to assist them in finding gates upon arrival. Customer service agents will now be able to leave their gate podiums to move about the concourse to assist customers.
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