Coforge redefines digital retail, enhances customer experience for a leading Middle Eastern airport
Overview.
Client was setting up a new state-of-the-art airport terminal which would offer a seamless journey experience to 45 million people and process and be able to handle 11,000 passengers per hour. The new terminal was to be made operational by November 2023. Coforge was selected to provide new-age web portal for the passengers, offering personalized customer service and cross selling capabilities.
A leading aviation hub in the Middle East was seeking to elevate the passenger experience by revamping its current websites with a strategic overhaul. They faced the challenge of outdated websites that hindered user experience and failed to capitalize on the ever-evolving digital landscape. The existing websites lacked responsiveness, accessibility, and integration with critical systems and services, hindering passenger convenience and operational efficiency.
Solution.
Coforge offered a responsive website design with a mobile-first approach that would be accessible on all desktop and mobile devices by re-engineering 40+ Sitecore components.
Coforge used a user-centric approach to create designs based on different personas to enable best-in-class experience with a new web portal and mobile site
We also integrated the existing airport systems and third-party services to provide information on all airport services in one place.
Incorporated Web Analytics features into the websites to help track the volume of engagements
Enabling multilingual support (English & Arabic) of existing 4 websites.
Rebranding & reclassification of websites to offer B2B and B2C related services of aviation.
The Impact.
Best-in-class passenger experience with seamless offline and online experiences.
Centralized content management and distribution with Sitecore.
Modernization of Airport’s digital products and services.
Rebranding and redesigning of the websites led to an increased engagement of 15%.
SEO optimization of the website led to an increase in web traffic by 20%.
