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Аа TUTOR Undo Clipboard Α" Α" 15 House Files Font Styles Mobile commerce Voice Editor Rouse Files Please read the PDF case study file available under lab folder (apteligent_azul-airlines_35582_materialForLab6.pdf) 1) Describe the case study and background context 2) Why did Azul airline decide to move to a mobile app? a 3) What key benefits did they achieve using the app? 4) How did Apteligent company help Azul airline to reach their customers and understand them?

PDF files? Set as default ED Page view A Read aloud 0 Add text Draw Highlight We knew that building an app would check all of our CEO's boxes and meet our customers' requirements - and if we were lucky, we could build one beyond their expectations. 59 Kleber Linhares, CIO Azul Linhas Aereas Brasteiras Meet the Airline Azul Artines has one simple mission make it easier for people to travel. The startup, launched in 2008 by David Noeleman, is disrupting the classic airine modelAzul bffers frequent flights to over 100 destinations in Brazil, French Guyana and the United States. Noeleman has an illustrious track record in the industry. The Brazilian-American entrepreneur has founded several successful low are airlines. His first, Morris Air was acquired by Southwest Airlines for $130 milion. In 1998, he launched the massively successful JetBlue airline, which brings in an annual revenue of $5.8 bilion Azul is less than a decade old, but its fleet already numbers nearly 140 arcraft recently launched a wildly popular al-you-can-Ayar pass for American travelers Even United Airlines, one of the oldest and most well-established airlines in the world, clearly believes in Azul's success they became major investors in 2015 While they're busy disrupting the skies, the team at Azul knew that they had to bolster the customer experience on the ground. The answer to that was mobile The Challenge To complement the on-the-go lifestyle. Ar needed to provide a way for their customers to conveniently book, marage, and access reservations - preferably, one that didn't require them to be chained to a computer, waiting on hold for a customer service agent, or standing in line to check-in for their fight David Noeleman's mantra - "It's so important to experience what your customers are experiencing and isten to their suggestions." - was the driving force behind Why Apteligent? Ateligent has helped Azul support its skyrocketing success. Its mobile presence is taking off too, and month over month, Azulhas experienced app download success. Now, more than helt of their customers are actively using their mobile app

X apteliger X Add X och galox Cindd x b Report ds/apteligent azul-airlines 35582 materialForlab pdt POF files Set as default ED Page view A Read aloud 0 Add text Draw Highlight the Ar Mobile Customer Susan Wm this in mind, KeberLinhares, co And Arties, bed the teaming and practing a mobile co "We knew that building an apo would check our CEOs bones and mot our customers' requirements and we were we could buidone beyond the expectations. -ber Lines Of course, building and managing a mobile app is great challenges Weh scores of daily lights, Asus ang with a host of pengers from different countries, time zones, language groups, and so on. They needed to build an app that could cater to a diverses pool and scil. Cu the app also had to provide customers with a convenient way to organizer plans and se go from port A to port B. This hired on the stabilly and Saloy Here at Azul, we review everything and see how we can do it better faster and more efficiently Apteligent's quick implementation ease of use, and real-time customer detail gave us al the information we needed to get the Azul's app up and running quickly. 39 Kleber Linhares, Clo Finding a Solution To fully understand the mobile or experience and proactively identity app for issues, the team know that they needed real-time in gence Alter reviewing the market, Mobile Customer Sicos Team found that Achaligent met their customer focused criteria "Here at An, we review everything and see how we can do it better, faster and more eficienty Ateligent's implementation of use, and real-time customer detail give us all the womation we needed to get the Aouls app up and running guid-Keberhas hi no time, the Altre companion was during with Ateligents mobile inteligence Apteligent in Action Ateligentsed AU sportising success is mole presence is taking off too, and month over mon And has experienced se download Buco Now, more than half of their customers are actively using their mobile app And roles on Acholiger mobile cortelligence • Userflow: A detaled view to the experience on the Mobile Customer Success Team to optice the app for the goal customer base. They can now easy dentystical moments within the application from making antion to cheong in for a fight. Now the team can proactively understand causer widows and specific business Interactions, lowing them to comprove the customer experience • User Views: To understand the complete mobile picture, Aul's Mobile Customer Success Tooman conducted analysis by individualer By suring these words over time, the ambas been able to optimize the customer's overall experience. There are oven engagement and retention

X apteligent X Addunt 9 chegglos X C It individu ь я opteligent azul-airlines_35582_materialForLab6 pdf files? Set as default ED Page view A Read aloud 0 Add text V Draw Highlight • Crash Reporting: Using detaled analytics, the Mobile Customer SUCOS Team can nip crash trends in the bud before they become widespread. When a crash cours, they immediately pinpoint causes and resolve them before customers are affected • Service Monitoring: With such a diverse ser base, complete visibility indo al performance metrics alows the team to understand how services correspond to crashes or transactions Using geolocation, the team see a wide global w or zero in on a specific user to analyze the specific environmental issues affecting the app experience Results and Looking Forward The system for Arul Arines with each flight, it's traking South America's largest country infinitely more accessible for legions of travelers Customers tyAnd because they know they can rely on us for sale, comfortable and affordable fight. Apteligent has helped us complete the customer experience. We're very proud of our mobile app, which gives customers the coveted convenience fictor-Kleber Linhares, CO at An Airlines Supported by Apteligent's mobile app inteligence, Azul can bolster is growth with a strong moble offering. With the Azul aco, customers can say "bon voyage to check-in lines and Aterol, the hardest thing about tying to Brazil should be guring out wat swimsuit to pack 66 Customers fly Azul because they know they can rely on us for a safe, comfortable, and affordable flight. Apteligent has helped us complete the customer experience. We're very proud of our mobile app, which gives customers the coveted convenience factor" Kleber Linhares, o at An Airlines