What Is RPM? - Slide 5

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When arriving at Logan Airport in Boston for the initial flight and going through the normal processes of checking bags and passing security clearance, an opportunity presents itself for one passenger to upgrade to an empty first class seat.

  1. With an RPM solution – The airline gains visibility into the current passengers on that flight and determines the most appropriate choice for awarding the upgrade to first class, based on airline-specific criteria.  
  2. Without an RPM solution – The airline cannot see a customer’s lifetime history and could potentially frustrate an already irate customer if they were to walk past an available first class seat.
  3. How this affects IT – The IT department can establish an “available seat” as an event and create a policy and procedure so that the customer-facing staff can proactively contact the highest-value customer on board and offer them an upgrade to boost customer satisfaction and loyalty.

What is RPM? Responsive Process Management (RPM) allows an organization to sense and respond to changing conditions and customer interactions as they occur, enabling these businesses to analyze and track what is about to happen as opposed to what has already happened.

For example, we can see RPM’s impact in routine activities such as flight operations management and customer experience within an airline. This slideshow will explain how an RPM solution benefits the airline by examining a scenario of traveling for a business meeting from Boston, connecting through Cincinnati, and landing in San Francisco.  Each situation will show a common event in air travel and describe the result if that airline has or does not have an RPM solution in place. Finally, it will illustrate what it could mean for the IT department.

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