https://mapp.com/resource/case-studies/air-charter-service-acs/

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Air Charter Service (ACS) Provides Service Beyond Expectations Through Targeted Segmentation & Hyper-personalized Content

CHALLENGE: Bringing 30 years of offline data, online
GOAL: Creating hyper-personalized communications to half a million customers in 8 different languages
MAPP PILLAR SOLUTIONS: CONTENT & PERSONALIZATION, UNIFIED CUSTOMER DATA
aircharterservice.com     /     Global     /     Travel / Hospitality
Air Charter Service (ACS) Provides Service Beyond Expectations Through Targeted Segmentation and Hyper-personalised Content with Mapp

Air Charter Service (ACS) is a global air charter company with 27 offices worldwide. They provide commercial aircraft, cargo, and private jet charter solutions, specialising in tailor-made air charter solutions for any request, ranging from flying Premier League football teams to transporting outsized loads of cargo and organising VIP trips. ACS continues to grow and now generates revenue of more than a billion dollars, arranging over 23,000 full charter flights per year. Their mission is simple: to deliver service beyond expectations.

ACS has small company values for its global-scale business. Exceptional customer service is extremely important to them, with their travel experts delivering a high-end professional service to all their customers.

Since the outbreak of COVID-19, ACS has seen a huge increase in demand for their services. The areas where they saw immediate uplift included repatriation charter flights, cargo shipments delivering contracted Personal Protective Equipment (PPE) for governments, and newsletter subscriptions to receive ACS travel restriction  updates. 

As a result of this surge in demand, ACS required extra support to create hyper-Personalized communications, as well as deliver regular up-to-date travel restrictions and showcase their latest packages and flight availability, while pivoting their digital strategy to a more automated approach.

Results

  • Enquiry emails: ACS is now able to send online enquiry confirmation emails instantly through Mapp Engage and monitor the results. These emails were previously being sent through the website, but with the help of Mapp, all data is now being fed into the platform in real-time.
  • Nurture program: ACS is now able to feed these contacts and data straight into their nurture program, ensuring a continuous and trackable customer journey. This change has made everything more controlled and timely.
  • Welcome journey: ACS has implemented a new welcome email design across all of their English speaking offices, utilizing dynamic content to handle the large number of variants.While this welcome journey is still relatively new, the comparison between the old and updated versions has shown a phenomenal increase in engagement.
23%
increase in email open rate after implementing welcome email
52%
click through rate increase
22%
click to open increase
The Customer Support Team at Mapp went above and beyond in order to solve our challenges as a business. With their help, we have been able to do what we once thought was impossible and move 30 years of offline data into online unified customer profiles. With this information more easily accessible, we are now able to fully deliver the hyper-personalized and high-end service that our customers expect and deserve.
Millie Andrews, Head of CRM

Needed to integrate 30 years of offline data, online

1. ACS needed to be able to deliver hyper-personalized communications to half a million customer in 8 different languages (27 offices, 35 localized websites, over 200 brokers, 8 core divisions, such as cargo, private jets, etc.)

2. Having had multiple teams managing over 30 years of offline data, they needed to bring this online to enable unified customer profiles, segmentation, & content personalization

3. Required dynamic emails that could pull in contact information and department-specific content across their 27 offices and in 8 different languages

Used Mapp Cloud to Unify Online & Offline Data to Personalize Marketing

1. Implemented Mapp Cloud to take 30 years of offline data and feed this into Mapp’s CDP to power their personalized marketing tactics.

2. Combined and activated offline data and online data about preferred products & services of customers and layering this with the online behaviour data collected using Mapp Cloud. By creating a unified ACS customer profile ACS gained a true understanding of their customers, and most importantly can deliver the right message in real-time.

3. Can deliver a more personalized customer experience with the implementation of advanced CMS blocks, increased automation, and dynamic email content.

Air Charter Service (ACS) Provides Service Beyond Expectations Through Targeted Segmentation and Hyper-personalised Content with Mapp

CHALLENGE: Bringing 30 years of offline data, online
GOAL: Creating hyper-personalized communications to half a million customers in 8 different languages
MAPP PILLAR SOLUTIONS: CONTENT & PERSONALIZATION, UNIFIED CUSTOMER DATA
aircharterservice.com   /   Global   /   Travel / Hospitality
Air Charter Service (ACS) Provides Service Beyond Expectations Through Targeted Segmentation and Hyper-personalised Content with Mapp

Air Charter Service (ACS) is a global air charter company with 27 offices worldwide. They provide commercial aircraft, cargo, and private jet charter solutions, specialising in tailor-made air charter solutions for any request, ranging from flying Premier League football teams to transporting outsized loads of cargo and organising VIP trips. ACS continues to grow and now generates revenue of more than a billion dollars, arranging over 23,000 full charter flights per year. Their mission is simple: to deliver service beyond expectations.

ACS has small company values for its global-scale business. Exceptional customer service is extremely important to them, with their travel experts delivering a high-end professional service to all their customers.

Since the outbreak of COVID-19, ACS has seen a huge increase in demand for their services. The areas where they saw immediate uplift included repatriation charter flights, cargo shipments delivering contracted Personal Protective Equipment (PPE) for governments, and newsletter subscriptions to receive ACS travel restriction  updates. 

As a result of this surge in demand, ACS required extra support to create hyper-Personalized communications, as well as deliver regular up-to-date travel restrictions and showcase their latest packages and flight availability, while pivoting their digital strategy to a more automated approach.

Results

  • Enquiry emails: ACS is now able to send online enquiry confirmation emails instantly through Mapp Engage and monitor the results. These emails were previously being sent through the website, but with the help of Mapp, all data is now being fed into the platform in real-time.
  • Nurture program: ACS is now able to feed these contacts and data straight into their nurture program, ensuring a continuous and trackable customer journey. This change has made everything more controlled and timely.
  • Welcome journey: ACS has implemented a new welcome email design across all of their English speaking offices, utilizing dynamic content to handle the large number of variants.While this welcome journey is still relatively new, the comparison between the old and updated versions has shown a phenomenal increase in engagement.
23%
increase in email open rate after implementing welcome email
52%
click through rate increase
22%
click to open increase
The Customer Support Team at Mapp went above and beyond in order to solve our challenges as a business. With their help, we have been able to do what we once thought was impossible and move 30 years of offline data into online unified customer profiles. With this information more easily accessible, we are now able to fully deliver the hyper-personalized and high-end service that our customers expect and deserve.
Millie Andrews, Head of CRM

Needed to integrate 30 years of offline data, online

1. ACS needed to be able to deliver hyper-personalized communications to half a million customer in 8 different languages (27 offices, 35 localized websites, over 200 brokers, 8 core divisions, such as cargo, private jets, etc.)

2. Having had multiple teams managing over 30 years of offline data, they needed to bring this online to enable unified customer profiles, segmentation, & content personalization

3. Required dynamic emails that could pull in contact information and department-specific content across their 27 offices and in 8 different languages

Used Mapp Cloud to Unify Online & Offline Data to Personalize Marketing

1. Implemented Mapp Cloud to take 30 years of offline data and feed this into Mapp’s CDP to power their personalized marketing tactics.

2. Combined and activated offline data and online data about preferred products & services of customers and layering this with the online behaviour data collected using Mapp Cloud. By creating a unified ACS customer profile ACS gained a true understanding of their customers, and most importantly can deliver the right message in real-time.

3. Can deliver a more personalized customer experience with the implementation of advanced CMS blocks, increased automation, and dynamic email content.