British Airways has launched its global mobile messaging strategy for customers and staff, reports Netimperative.
The customer service benefit of mobile was proved this week, with BA using it to help cope with disruptions caused by the Hemel Hempstead oil fires. With 155 planes cancelled or delayed as a result, messages were sent out to customers in 59 countries, in local languages, containing telephone details for customers to find out further information.
The first three services being rolled out by Incentivated under the strategy are passenger notifications, cargo logistics alerts and staff communications.
BA has been collecting mobile numbers from customers over the last year from its online booking service at ba.com.
The airline has installed an Internet telephony system and sees mobile as ideal for staff communications, with employees receiving SMS notifications of voicemails and other telephony communications. The company has many further plans for rolling out mobile communication for both marketing and customer communications.
Via textually.org
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