Infobip Case Studies TTN: Implementing Real-time Flight Information for Global Passengers

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	TTN: Implementing Real-time Flight Information for Global Passengers Infobip

TTN: Implementing Real-time Flight Information for Global Passengers

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Aerospace Transportation
Applicable Functions	Sales & Marketing
Use Cases	Public Transportation Management Time Sensitive Networking
Services	System Integration Training
Challenge	Tickets Travel Network (TTN), a leading online travel agency, faced the challenge of delivering critical flight information to passengers worldwide. The company aimed to notify passengers about significant changes in their flight plans, regardless of their location. The challenge was to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention. As TTN expanded into new markets, the company also needed to address the high expenses associated with sending messages to all the countries where they operate. Read More
About Customer	TTN is a member of the holding Tickets Travel Network, one of the world’s leading and dynamically growing online travel agencies. The holding owns one of the largest portfolios of travel services among online travel agencies, offering flight, train and bus tickets, hotel booking, insurance, transfers, car rental, and other travel and leisure-related services. Founded in 2009, TTN now offers travel services under brands – Tickets, KissAndFly, Mytickets, Travelfrom and operates in almost 30 markets around the world. It has 2.5 million customers and is headquartered in Vienna, Austria. Read More
Solution	TTN decided to implement SMS notifications using Infobip’s platform and global network coverage, given that SMS messages are typically read within three minutes. Infobip provided direct connections to operators around the world and offered a solution which consists of four types of notifications sent to passengers: flight information, flight cancellation or changes, railway transportation details, and cinema/concert tickets information. All TTN websites are now integrated with the Infobip communications platform through API, reaching passengers in almost 90 countries and ensuring flight change notifications are delivered in time. In addition to SMS, TTN also uses Viber and Facebook Messenger to improve customer relationships, providing non-time-critical notifications and communication due to a higher character limit, which allows TTN to send detailed information and enables direct contact with their support team. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Aerospace

Transportation

Applicable Functions

Sales & Marketing

Use Cases

Public Transportation Management

Time Sensitive Networking

Services

System Integration

Training

Challenge

Tickets Travel Network (TTN), a leading online travel agency, faced the challenge of delivering critical flight information to passengers worldwide. The company aimed to notify passengers about significant changes in their flight plans, regardless of their location. The challenge was to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention. As TTN expanded into new markets, the company also needed to address the high expenses associated with sending messages to all the countries where they operate.

About Customer

TTN is a member of the holding Tickets Travel Network, one of the world’s leading and dynamically growing online travel agencies. The holding owns one of the largest portfolios of travel services among online travel agencies, offering flight, train and bus tickets, hotel booking, insurance, transfers, car rental, and other travel and leisure-related services. Founded in 2009, TTN now offers travel services under brands – Tickets, KissAndFly, Mytickets, Travelfrom and operates in almost 30 markets around the world. It has 2.5 million customers and is headquartered in Vienna, Austria.

Solution

TTN decided to implement SMS notifications using Infobip’s platform and global network coverage, given that SMS messages are typically read within three minutes. Infobip provided direct connections to operators around the world and offered a solution which consists of four types of notifications sent to passengers: flight information, flight cancellation or changes, railway transportation details, and cinema/concert tickets information. All TTN websites are now integrated with the Infobip communications platform through API, reaching passengers in almost 90 countries and ensuring flight change notifications are delivered in time. In addition to SMS, TTN also uses Viber and Facebook Messenger to improve customer relationships, providing non-time-critical notifications and communication due to a higher character limit, which allows TTN to send detailed information and enables direct contact with their support team.

Impact #1	The implementation of SMS notifications has significantly improved TTN's operational efficiency. It has led to a 50% decrease in the number of calls to Customer Care Service as well as the number of passengers’ complaints. The use of Viber and Facebook Messenger has also enhanced the relationship with their customers, providing a platform for non-time-critical notifications and communication. This has resulted in both cost savings and communication improvement. The simultaneous integration with several chat apps has given TTN the ability to contact customers through their preferred channel of communication, thereby improving the overall customer experience.

Impact #1

The implementation of SMS notifications has significantly improved TTN's operational efficiency. It has led to a 50% decrease in the number of calls to Customer Care Service as well as the number of passengers’ complaints. The use of Viber and Facebook Messenger has also enhanced the relationship with their customers, providing a platform for non-time-critical notifications and communication. This has resulted in both cost savings and communication improvement. The simultaneous integration with several chat apps has given TTN the ability to contact customers through their preferred channel of communication, thereby improving the overall customer experience.

Benefit #1	50% decrease in customer care service workload
Benefit #2	Integration with Infobip platform reaching passengers in almost 90 countries
Benefit #3	Simultaneous integration with several chat apps including Viber and Facebook Messenger

Benefit #1

50% decrease in customer care service workload

Benefit #2

Integration with Infobip platform reaching passengers in almost 90 countries

Benefit #3

Simultaneous integration with several chat apps including Viber and Facebook Messenger

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Overview

TTN: Implementing Real-time Flight Information for Global Passengers

Operational Impact

Quantitative Benefit