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About Lufthansa Digital Services

Product Management Digital Services is responsible for the quality of the Lufthansa Group's digital services. This includes, for example, online and mobile check-in, self-service bag drop and many other services. Customer satisfaction is at the heart of the further development of existing services and the design of new ones. For this reason, the projects carried out in this area are usually not purely IT projects, but also include accompanying measures such as marketing, communication and change management.

Challenge

Implementation of digitization projects to improve the customer experience

Solution

  • Pilot project to evaluate new technologies and processes in the area of baggage handling machines
  • Optimization of the user interfaces of existing baggage handling machines
  • Standardization of processes within the Lufthansa Group
  • Provision of airport maps in the Lufthansa app
  • Establishment of an iBeacon infrastructure for the provision of location-based services

Our services

  • Conception and implementation of measures to improve digital services
  • Coordination of the necessary measures with the Lufthansa Group
  • Specification of necessary changes in coordination with IT
  • Supporting the implementation and acceptance of changes
  • Conception and implementation of marketing and communication measures

Customer benefits

  • Successfully planned, coordinated and implemented projects in the Lufthansa Group
  • New machines and optimized processes simplify the process and speed up baggage handling
  • Significantly higher customer satisfaction when using the machines and digital services
  • Inspiration, orientation and indoor navigation at airports

Discover more surpluses

msg publications

Smart franking with the E-Porto Add In

Deutsche Post's e-postage add-in enables letters to be franked directly via Word, Libre and Open Office. In order to adapt outdated versions and increase user numbers, msg carried out a version update and added new features, which led to significant sales growth and an 80% increase in user numbers in the first quarter of 2017.

msg publications

Accelerating together: Migration of the infrastructure

In close cooperation with msg services, A.T.U realized a forward-looking migration of the migration of the Microsoft infrastructure and optimization of IT service management.

msg publications

Extended multi-org strategy for BMW

The BMW approach does not fit every CRM context. Nevertheless, it opens up a new perspective in the discussion about single-org vs. multi-org strategies.

msg publications

Test center for traditional insurer CSS

Stable and efficient IT is one of the basic requirements for any successful company. This also applies to long-established insurance companies such as CSS Versicherung. To ensure the quality of its own applications, testing is therefore one of its core IT competencies

msg publications

Method handbook for DLZ-IT

msg and TÜV Informationstechnik GmbH, TÜV NORD GROUP, have jointly developed a method handbook for the implementation of IT projects for the Federal Institute for IT Services (DLZ-IT)

msg publications

Fast data migration thanks to efficient tools

Migration projects are often extremely lengthy. msg systems proved that things can be done differently when restructuring the portfolio data system of the Swiss insurer “Die Mobiliar”. Thanks to a structured process model and extensive standardized tools, the project was not only completed particularly quickly, but also with the utmost precision.