Airlines hold a treasure trove of data: Every day, they gather vast amounts of information about their passengers – from birth dates and travel destinations to dietary preferences. In a modern CRM system, this data provides an excellent foundation for automating passenger management processes and creating personalized marketing campaigns.

However, LEAV Aviation, a young airline based in Cologne, had long been unable to fully realize this potential. Various challenges prevented them from effectively utilizing their valuable customer information within their CRM. That's when they turned to SUNZINET. We assisted LEAV Aviation in: 

• Integrating passenger data into their HubSpot CRM and using it strategically, 
• Automating processes across all areas of passenger management – from departure time reminders to satisfaction surveys, 
• Significantly increasing the efficiency and success of their marketing, sales, and service departments.

Inefficient and Uncoordinated CRM Processes

LEAV Aviation faced several challenges due to limitations in utilizing customer data and HubSpot:

• Inefficient Passenger Management: The lack of accessible customer data meant that many CRM features remained unused. As a result, passenger management was inefficient, and valuable opportunities were missed.
• Uncoordinated Marketing and Sales: The lack of a unified database meant that marketing and sales activities were not properly aligned, making customer retention and acquisition more difficult.
• Time-Consuming Manual Data Management: Customer data had to be transferred manually, resulting in significant effort and a high risk of errors. 
• Insufficient Marketing Automation: Marketing processes were only minimally automated, negatively impacting the reach and conversion  rates of campaigns. 

Comprehensive Use of HubSpot Enhances Passenger Management and Marketing Campaigns 

For optimal support of marketing, sales, and service processes, we tailored HubSpot according to the client's needs: 

Automation of Passenger Management

• Automated Service Emails: Our team enabled the automation of the entire passenger communication process. Workflows were set up to send customers regular reminders for seat reservations, check-ins, and other tasks. After their flight, passengers receive a customer satisfaction survey, helping to further optimize service processes. This ensures passengers are always well-informed, enhancing their satisfaction and loyalty.
• Highlight – Convenient Contract Creation: LEAV Aviation can now create contracts in HubSpot with just a few clicks. We developed suitable contract templates and ensured the seamless transfer of relevant customer data from Outlook. This automated contract creation process saves the sales team significant time and reduces errors caused by manual processes.

• Precise Customer Segmentation: The extensive and up-to-date data from GO7 allowed us to create initial customer segments based on demographics, behaviors, and preferences. LEAV Aviation can now supply these segments with personalized information, maximizing success of any campaign. 
  
• Automated Marketing Campaigns: We also designed email templates and set up workflows for LEAV Aviation to send newsletters to its target groups automatically. Not only does it increase campaign efficiency, but also ensures that potential customers are updated accordingly. 
  
• Improved Lead Management: We established a comprehensive sales pipeline, allowing LEAV Aviation to efficiently guide leads from initial contact to conversion. This pipeline provides a clear overview of each lead's progress and prioritizes the most critical sales opportunities. Follow-ups, reminders, and sales actions are partially automated, increasing the likelihood of a successful deal closing.