Monday, June 07, 2021

Indian aviation tech company to help Middle East airlines revamp customer loyalty programmes

India-based IBS Software, a technology solutions provider that targets the global airlines industry, is gearing up to partner with the leading airlines in the Middle East to re-strategise and revamp their customer loyalty programmes as airlines make their post-pandemic comeback, the founder and executive chairman of IBS told Arabian Business.

IBS will also offer a novel ‘pay-as-you-use’ option to the financially stretched airlines looking to invest in revamping their customer loyalty programs through technology upgrades.

“‘Personalisation, customisation and virtualisation’ will have to be the ‘mantra’ – the motto – for airlines to survive in the post-pandemic marketplace. To achieve this, airlines will have to re-imagine their existing customer care programmes like frequent flier schemes and loyalty clubs to take them to altogether different levels,” V K Mathews, founder and executive chairman of IBS Software, told Arabian Business in an exclusive interview.

“This would also mean that airlines need to transform themselves into travel companies – anticipating and meeting all the required services and goods travellers may need – rather than just selling flight tickets to them,” said Mathews.

Mathews also revealed that IBS was currently in discussions with the airlines in the Middle East to help them to massively revamp their customer care and loyalty programmes using its innovative technological solutions.

“We have already entered into a partnership agreement with the Gulf Air and are currently in discussions with most of the airlines in the [Middle East] region for offering our tech solutions and services for a total revamp of their schemes and programmes related to customer services and loyalty,” said Mathews, who spends most of his time in his Dubai office.

The IBS package will also enable airlines to operate multiple loyalty programmes from a single platform.

Mathews said his company will be helping airlines with the latest artificial intelligence (AI) and machine learning (ML)-based tech solutions to understand and know the behaviour, interest and requirements of their passengers in order to make their loyalty programmes totally flexible and dynamic to offer personalised and customised services to their passengers.

07/06/21 James Mathew/Arabian Business

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