A highlight was the presentation by Karsten Krämer of Lufthansa, who reported on Lufthansa.com and other sites such as LH Miles & More extremely exciting and also explaining how business-critical and financially interest can be corporate Web sites.
In April 1996, the Lufthansa's website, then from a marketing purpose. In November of that year preparations were also a proprietary booking software. In 2001, the proprietary booking engine capacity limits, so that one began to look for a new solution. Eight years after starting the Lufthansa website then closed it a contract with IBM, and Amadeus (accounting software) and to develop the web site of the new Lufthansa.
The objectives of the new development were to improve the customer experience online, increasing scalability of the platform, reducing time-to-market, and improved profitability.
All these targets and definitions meant that lufthansa.com now the third largest and most cost-effective distribution channel for Lufthansa and so by 2010 the online portal 20% of ticket sales for Lufthansa.
An important component to this success is the strategy to use for multiple brands and the same portal software, it creates synergy effects and the navigation on each page of the group unified for the customer and simplified. The key feature of the portal is also the online ticket sales. There are several masks the varying according to the preferences of the customers are established. So you can look, for example, either for specific flight times or the best possible flights. To book a flight for the booking software has been integrated into Amadeus.
given The portal allows the possibility of an online check-ins, which includes the possibility to book their seats and print your boarding pass. Currently about 16,000 customers use the online check-in option. Growing trend. Other functions of the portal are the way to integration of CMS, CRM and loyalty systems. The Miles & More integration allows flexible searches for offers of more than 285 Miles & More partners.
The term "one-stop shopping" the rights of use between IBM and Lufthansa are defined. It has a single contract with Lufthansa which IBM with Service Levels and Requirements maintained and graded. IBM is responsible for the smooth interaction of the services, infrastructure and software. The system proved its eaves in the devastating volcanic eruption in Iceland in April 2010 when it was the only Lufthansa communication system that is not broken down during the entire downtime overloaded.
With the help of IBM's portal software Lufthansa continues to work to improve customer satisfaction and aim with the current IBM solution cost savings of 20%. There
The full presentation is here
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