In the competitive travel industry, travel providers are undertaking initiatives centered on identifying, developing and retaining high-value profitable customers, under the overall banner of customer relationship management or CRM.
The overall strategic business objective of CRM is to build loyal profitable customer relationships. Customer acquisition, development and retention are main points to consider.
Now a day’s airlines have used CRM primarily as a competitive “catch-up” rather than a means of differentiation. Rushing to imitate the customer-oriented initiatives introduced by competitors many airlines have done little to determine the value to the customer of those initiatives, or to the business itself. Today, not only are frequent flyer programs a universal cost of doing business, but even recent innovations such as kiosk check-in, flight-notification systems, e-ticketing, virtual check-in and Web-based self-service have become commonplace.
One of the primary goals of CRM is to differentiate a company’s services to the customer through personalization, yet in the airline industry, CRM—at least in the form in which it is practiced today –has become a commodity, with many services indistinguishable from airline to airline.
CRM - principles, strategy, solutions, applications, systems and ideas for effective customer relationship management but in the existing system there is no organization provided both following set of conditions in the existing CRM.
• organizations need to make a profit to survive and grow
• customers want good service, a quality product and an acceptable price
Limitations in Existing System
As customers become more sophisticated, expecting faster, more reliable service around-the-clock, it's no secret that giving them the power to help themselves is key in providing the availability and personalized service they demand. This system is not that much of perfect medium to find information quickly and securely-anytime.
In the proposed system there comes a new thing, which makes the CRM Airlines Industry more efficient and providing good service and quality.
Customer Relationship Management can have a major impact on an organization through:
• shifting the focus from product to customer
• streamlining the offer to what the customer requires, not want the organization can make
Highlighting competencies required for an effective CRM process
Scope of the System
The proposed system scope is Internet. We are using this system through out the world. In future it can be enhanced to be a global communication medium for multinational companies. We can also implement internationalization (i18n) to support user interface in various/local languages.
The system “CRM for Airlines Industry“ consists of 4 modules
1. Admin Users
2. Normal Users
Admin users - Has full access to all the modules of this system. Responsible for the all Customers and services of airlines industry. Prepares and submits also Daily Reports, petty cash replenishment, and Tickets Report.
Normal users(Customers) – Has restricted access. i.e., Normal users have access to some of the modules only i.e. user can see the Fare list of all Flights, timings and can purchase online.
Authentication Module: In this module the username and password verification will be done automatically. And can change the password
All frequently used reports at the click of a button All reports can be previewed, printed, exported to Excel/Word etc., or can be faxed or emailed.
Features to be implemented
• Session management
• Connection pooling
• Normalized database
• Prevention of duplication login
• Design patterns
• Three-tier architecture
• Easy deployment with Ant script.
• Exception handling
• Client-side validations
Technologies to be used
• Web Presentation: HTML, CSS
• Programming Language: Java
• Web based Technologies: Servlets, JSP
• Database Connectivity API: JDBC
• Build Tool: ANT
• Debug Tool: Log 4J
• CASE tool: Rational Rose, Visual Paradigm, Enterprise Architect
• Backend Database: Oracle/SQL Server/MY SQL/MS Access
• Operating System: Windows XP/2000/2003, LINUX, Solaris
• J2EE Web/Application Server: Tomcat/Web logic/Web sphere/JBoss/Glass Fish
• IDEs: Eclipse with My Eclipse plug-ins/Net Beans/RAD
• Browser: IE/Mozilla