Redesigning Delta’s In-Flight Customer Experience

Photo courtesy of of Delta Air Lines

On any given week, you’ll usually find me 30,000 feet in the air en route to my next business meeting.  I fly a lot; so much that I have reached Diamond level on Delta Air Lines. I’d be lost if it wasn’t for their incredible in-flight service. That’s why I’m excited to share some news with you.


Soon, Delta’s more than 19,000 flight attendants will have a new accessory – a brand new Nokia Lumia smartphone equipped with Windows Phone 8 and a new mobile point-of-sale application that combines Microsoft Dynamics for Retail software with Avanade’s Connected Stores solution.


As technologies like mobility and social networking permeate the business – and how we connect with customers – companies in every industry are redesigning business processes to enable a more agile, mobile workforce. This vision of Work Redesigned is coming to life at Delta Air Lines, where we’re helping enable flight attendants create a better customer experience, with the help of a host of technology partners – Microsoft, AT&T and Nokia. This wouldn’t have been possible without Delta’s efforts to put Wi-Fi on every plane, which I appreciate as a customer and now as a partner with this innovative solution.


In the airline industry, ensuring a positive customer experience is critical – especially in today’s digital era where the viral impact on business is high. One bad customer experience may mean that they’ll never fly that airline again – and they’ll tell all their friends. With this solution, Delta is able to radically improve customer satisfaction by empowering flight attendants to deliver a better in-flight experience and streamline on-board purchasing for passengers.


Flight attendants will have instant access to the information they need at their fingertips – they’ll be able to process credit cards in real-time for on-board purchases and even be able to email receipts and scan coupons.


This solution will not only improve their customer experience, but also lower their costs and increases overall productivity – and it makes the lives of both customers and flight attendants that much easier. These are the kinds of applications that are making our Work Redesigned vision a reality for businesses.


The next time you make a purchase on a Delta flight, make sure you keep an eye out for these devices. By the end of August, Delta plans to have rolled out more than 19,000 of these devices, with another 18,500 devices distributed during the following fiscal year. Check out our press release for more information on our work with Delta and read how we are making Work Redesigned a reality for other customers.


For more information on the announcement, please visit the following:

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>