Malaysian Airport Integrates Data Analytics to Enhance Customer Satisfaction

by March 10, 2018

Kuala Lumpur International Airport (KLIA) and its second terminal KLIA2 are planning to offer a seamless customer experience via Unified Digital Interface and a full-fledged analytics platform. To accomplish this, the authorities have conglomerated with one of the best service providers in Enterprise Information Management called OpenText. According to the Malaysian Airport Authorities, this status quo will bring the choice to differentiate passengers’ engagement, enhance operational efficiency, ensure productivity at levels better than before, and provide a consumer experience of the lifetime.

As per the deal, OpenText will install an integrated software suite to cater to big data management, predictive analytics, service management, asset management. Apart from these automation techniques, supported by machine learning and artificial intelligence will ensure a smooth digital experience for the passengers. All these tasks will meet the ultimate destination via a connected cloud platform where data from all the digital platforms will be collected, analyzed and manipulated using artificial intelligence techniques and data analytics to precipitate the desired outcome. This, in turn, will serve the greater goal of business and operational excellence.

Adding on to the aim of providing the best digital services to its passengers, Malaysian Airport will facilitate a mobile application which will, to the benefit of the customers, include real-time status check, planning of journey, travel options available, congestion level, check-ins, pre-ordering food online to be served on the flight. Other Airport services included are self-bag drop facility and the ordering of food is a part of ‘click and collect’ service. Under this, the materials will be delivered to the customers at their boarding gate.

All the aforementioned perks are in the direction to bring at disposal the effective operational functionality and service management at the Kuala Lumpur International Airport. Apart from what is mentioned, there are other parties at the juncture to be benefited with this drastic digital transformation including the commercial partners, retailers and immigration department. Another very important aspect of digitization of services on the analytics ground is airport authorities are now more informed on the whereabouts of the passengers. For those who have already checked-in, it is easier to just verify it with the existential data.

Predictive analytics is the big brother that will make the hectic task of management at the airport a lot less difficult. It can be exploited to gather knowledge about the rush and volume of passengers that could be flying on any particular day. This, hence, will eventually lead to better ground management at the Airport. The custom of long queues will nowhere to be seen now or at least reduced by a huge chunk. Now, this is again cherry on the cake for the other departments at the airport that handle various issues like immigration, boarding management etc.

OpenText is known for reducing operational costs, data governance and enhancing business speed thereby creating a visibly huge impact on the business associated with it. Realizing that this is the organization collaborating with the Kuala Lumpur International Airport authority gives a sense of satisfaction about the functionality and customer experience. With a responsibility of around 40 portfolios of airports KLIA has too much on its shoulders, all the more reason to filter and manage the big data thus created for its own benefit.

Analyzing data on the bigger front was also supported by the Malaysian Digital Economy Corporation in order to manage data better. This has also ensured accuracy in decisions. Tracking of passengers and the analysis of traffic data has made the management a little easier than before. Apart from the authorities, the retailers have been also fallen into this system only to make things better. By integrating AI and other technologies that have enabled data-driven decisions, KLIA has entered into the world of speed, impact, and precision and customer satisfaction.