United Airlines Employs IBM's Customer Relationship Management System

• By theWHIR.com , April 01, 2002

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April 1, 2002 -- (WEB HOST INDUSTRY REVIEW) -- IBM today announced that United Airlines has chosen IBM technology to deploy a powerful customer relationship management (CRM) system to position the airline to improve its customer service and operational efficiencies.

Assisting United Airlines to manage customer and flight information across its entire organization, IBM's DB2 database software on IBM eServer Cluster 1600 servers will span 27 countries and manage all its flights. The enterprise overhaul was implemented with the help of IBM Global Services.

Built as part of an enterprise-wide data warehouse, the new CRM system will eventually manage more than six terabytes of data. The airline will improve coordination of flight routes and manage bookings by utilizing Business Intelligence capabilities to identify trends in passenger flight destinations and enabling personalized CRM.

IBM recently completed the first phase of the deployment, integrating customer and operations data representing more than one terabyte of information. Leveraged from the reservation centers and United.com, this integrated data will be utilized by thousands of United Airlines employees to better manage its customer accounts and improve operations and planning.

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