Transforming Ticketing with Agile PODs and Diverse Payment Options for a Global Aviation Giant
About the Client
The client is a prominent legacy carrier and one of the major airlines in the United States. The company is recognized for its extensive global network and commitment to providing exceptional travel experiences. The client strives to connect people and cultures while promoting diversity worldwide.
Highlights
Enhanced customer experiences by incorporating diverse payment options
Attained a remarkable 13% reduction in integration time
Swift adaptation to emerging technologies and industry trends
The Need for Change | Challenges Encountered
The airline, mirroring the challenges of the aviation industry, wanted to enhance customer journeys by adopting alternative payment forms, such as Apple Pay and PayPal. The client faced evolving customer expectations, which raised the need for a more flexible payment ecosystem. The challenges involved navigating the complexity of integrating various payment methods while staying updated with the ever-changing landscape of emerging technologies.
Business Goals
Enhance customer experience by offering a diverse array of payment options.
Reduce integration time for additional payment forms, ensuring a smoother collaboration with multiple technology vendors.
Attain a deep understanding of Merchant-Payment gateways, processing, and acquirer domains.
The Solution That Changed Everything
The company was in dire need of enhancing customer experience. After revisiting their business strategy, the team realized the need to enhance customer experience by incorporating alternate forms of payment into their ticketing journey.
To promote efficient collaboration, NLB Services established an innovative approach by creating independent Agile PODs, each comprising 10 cross-functional team members.
NLB Services showcased its commitment to innovation by developing a hosted payment page and integration frameworks for Apple Pay, PayPal, and 13 other digital payment platforms..
Business Impact and Results
The strategic approach planned by NLB Services played a pivotal role in the client’s journey. The comprehensive efforts in implementing diverse payment methods and optimizing the payment ecosystem have proven transformative for the client.
The seamless integration of various payment forms helped the client to achieve an improved customer experience, significantly elevating customer satisfaction and ease of payment. The implementation also resulted in a 13% reduction in integration time. The tangible impact of reduced time and effort for incorporating additional payment methods directly translates to operational efficiency and cost-effectiveness for the client.
By leveraging Agile Product-Oriented Delivery (POD) model, NLB Services not only facilitated efficient collaboration but also ensured the timely delivery of solutions, addressing the client’s immediate needs and enhancing overall project agility. Moreover, the project demonstrated a deep understanding of merchant-payment gateways and acquirer domains.
