Epsilon Fuels Jet Airways' CRM

by CXOtoday Staff    Dec 21, 2009


Jet Airways, will now deliver its consumer and trade communications through leading digital marketing company Epsilon’s email solution to enhance customer relationships.

While Jet Airways ranks favourably amongst passengers in terms of in-flight service, entertainment, value and efficiency, the company is striving to improve its customer relationship management and increase brand loyalty amongst its frequent fliers, corporate clientele and trade partners, said a press release.

Based on customer feedback and surveys, Jet Airways found that email was the preferred channel of communication. For a scalable solution to keep pace with the company’s market growth, Jet Airways selected Epsilon’s email marketing services. Epsilon delivers a solution that provides a holistic view of all its customers and prospects, as well as detailed analytics across all its campaigns. This complete insight allows the airline to design and execute personalised and targeted customer initiatives that increase brand equity and cultivate more profitable, loyal customer relationships.  

Rahul Kucheria, general manager, Relationship Marketing with Jet Airways said, "To provide a world-class customer experience, we chose Epsilon for their best-of-class email marketing solutions that enable us to stay close to our customers throughout the relationship lifecycle and ensure that we are providing the most relevant information, optimised in a timely fashion as and when they want it."

Epsilon’s email platform optimises email delivery, has deep tracking and reporting features as well as segmentation and optimisation tools that enable Jet Airways to reap the benefits of relevancy in its communication with customers.

The email solution also allows Jet Airways to monitor and track a specific email communication all the way to a booking or enquiry transaction. This allows the airline to leverage profile and transactional behavioural data to ultimately achieve one-to-one marketing with its customers.

Jet Airways currently sends a monthly email newsletter to Jet Privilege members, travel agency partners and corporate clients. The company will soon introduce transactional e-mailing through the Epsilon platform, such as registration confirmation, welcome messages and purchase confirmations.