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Case Details

Anto successfully implemented an airline e-commerce platform

Classification:
Modern service
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[Abstract]:
Theemergenceofe-commerce,amoderntradingmethod,ishavinganincreasinglyimportantimpactonmodernmarketing.Theemergenceofe-commercehascausedprofoundchangesinthemarketingenvironmentofenterprises,mainlyinclud

  The emergence of e-commerce, a modern trading method, is having an increasingly important impact on modern marketing. The emergence of e-commerce has caused profound changes in the marketing environment of enterprises, mainly including the expansion of the market scope and the cashless payment process. And changes in consumer behavior; at the same time, it also affects the company's marketing concept is constantly updated, prompting modern enterprises to adopt the social marketing concept; it also affects the company's marketing management decision-making focus and content changes, and the use of marketing activities The technical support means that customer management tools have undergone important changes. Modern enterprise marketing is inseparable from e-commerce.

  After years of hard work, Anto has achieved remarkable results in the field of e-commerce, and has developed complete applications in e-commerce, online sales, online payment, customer service, collaborative management and sales management.

  B2C e-commerce

  As the e-commerce business develops, the types of business will also expand. In order to meet the needs of e-commerce sales at present and in the future, the domestic ticket price will be independent of online booking, establish a separate freight rate system; at the same time, adjust the order structure to achieve e-commerce sales of special service products, and back-end customer service The need for unified management.

  ■ Accurately calculate the freight rate of the existing policy, and subdivide the tariff elements to meet the needs of selling various complex tariff policies on the domestic ticket module of the B2C website.

  ■ Adjust the order structure to support the booking and sales of future ticketing products.

  ■ Optimize the online booking process to enhance the user experience.

  Ticket / freight rate and sales

  In order to cooperate with an airline to join the "Star Alliance" after the international business cooperation and development, as well as the opening of foreign routes, before the formal introduction of large-scale freight rate system, we can meet the current and future through a certain amount of maintenance and cooperation of relevant departments. The policy was released within a certain period of time, and the online international ticket business was launched. Through the above practice, we will accumulate corresponding experience in the selection of large-scale freight rate system and subsequent collaboration among various departments.

  ■ Accurately calculate the freight rate of the existing policy, segment the freight rate element, and respond to the release of the follow-up promotion policy;

  ■ Accurately calculate the current airport tax related to the current flight, summarize and simplify the tax maintenance method, and adjust the new tax and fees for subsequent adjustments;

  ■ It can query and book tickets according to the lowest and highest price of one-way, two-way, and joint (control flight segments) provided by B2C users.

  ■ It can provide back-office customer service personnel to monitor orders and issue tickets and refunds.

  Online payments

  According to the business development of an airline, the current business systems are no longer limited to a single payment gateway mode, and it is planned to introduce multiple payment gateways. Based on the current situation, a platform is required to uniformly access each payment gateway, and provide an interface for each service system, so that each service system can use the platform to achieve the purpose of introducing multiple payment gateways.

  ■ Unified processing and interaction with the bank's third-party transaction gateway information, responsible for data transmission with each gateway;

  ■ Shielding the heterogeneity of different payment gateways, and setting the corresponding authentication mode and interface data format for different gateways;

  ■ Provide a unified payment refund interface for each business system to prevent the business system from modifying the interface due to the introduction of a new payment gateway.

  ■ Supports automatic receipt of refund requests directly through the interface, eliminating manual entry.

  Call Center

  In order to realize the “Eleventh Five-Year Plan” of an airline, an airline customer service center will carry out large-scale development, realize the transformation of the function of “service->sale”, and introduce the role of laborer to expand the customer service team through business training. The internal connection rate is increased for domestic and foreign users.

  ■ Shorten training cycles, reduce business barriers, and provide an easy-to-use, simple, and intuitive system that allows junior staff and laborers to quickly meet user queries and answer them accurately;

  ■ Consolidate the training knowledge of new employees and assume the transition function from white screen to black screen from the function;

  ■ Manage standardized service processes to ensure the quality of service for junior staff and laborers and to implement the service concept of sales.

  ■ Do not know the business knowledge such as discounts and restrictions corresponding to the class, and cannot accurately answer the user;

  ■ Approximate foolish visual query function to meet user “optimal query results” to improve service efficiency;

  ■ Provide standard service prompts, which enable novices to conduct guided services to users throughout the call, thus ensuring the smoothness and standardization of services.

  Collaborative management

  In order to cooperate with an airline to join the "Star Alliance" after the international business cooperation and development, as well as the opening of foreign routes, before the formal introduction of large-scale freight rate system, we can meet the current and future through a certain amount of maintenance and cooperation of relevant departments. The policy was released within a certain period of time, and the online international ticket business was launched. Through the above practice, we will accumulate corresponding experience in the selection of large-scale freight rate system and subsequent collaboration among various departments.

  ■ It can monitor the booking process and manually process the refund application submitted by the user, and report the result to the system;

  ■ It can monitor the ticketing process, and timely issue the international ticket for the payment, and feedback the result to the system;

  ■ It can provide back-office customer service personnel to handle the refund.

  Sales management

  As the e-commerce business develops, the types of business will also expand. In order to meet the needs of e-commerce sales at present and in the future, the domestic ticket price will be independent of online booking, establish a separate freight rate system; at the same time, adjust the order structure to achieve e-commerce sales of special service products, and back-end customer service The need for unified management.

  ■ Accurately calculate the freight rate of the existing policy, and subdivide the tariff elements to meet the needs of selling various complex tariff policies on the domestic ticket module of the B2C website.

  ■ Adjust the order structure to support the booking and sales of future ticketing products.

  ■ Optimize the online booking process to enhance the user experience.