Alaska Airlines Mobile Strategy
Alaska Airlines was formed in 1932 and has been operational for over 80 years. Today they fly to over 100 destinations including Canada, Mexico, Hawaii and across mainland U.S. They are the seventh largest U.S. carrier, and a low-cost airline.
Around 70% of Alaska Airlines’ workforce is mobile. They don’t sit behind desks, but, instead, are on the frontline helping customers. “People are our greatest asset,” says Derek Chan, Enterprise Mobility Architect, Alaska Airlines. “Their goal is customer service, so our mobility strategy revolves around our employees and what tools we can provide that will help them serve the customers as best they can.”
Flight delays are part and parcel of air travel, and it’s the job of Alaska Airlines’ frontline staff to diffuse potentially difficult situations with passengers. Timely and accurate information delivered to a worker’s mobile device could make the process a lot easier and stress-free for the consumer. As Chan says: “Ultimately, our (Alaska Airlines’) mobility strategy seeks to increase customer satisfaction.”
Click below to access the full case study and learn what challenges Alaska Airlines ran into along the way, how they overcame them, and the results they've achieved by leveraging Apperian App Management.
*An Enterprise Mobility Exchange case study