What Is RPM? - Slide 8

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Air travel inherently comes with several last-minute complications and changes. Airlines must have their information as updated as possible due to the downline effects of handling thousands of daily flights with millions of passengers. Airlines that are able to react and respond to these events and accurately predict that something such as baggage getting lost may go awry will be able to proactively communicate with their customers – resulting in an improved customer experience, which should lead to an increase in overall customer satisfaction. Additionally, by becoming truly responsive, the IT department is able to establish policies for events such as lost baggage, weather delays, etc. and proactively map the corresponding systems to automatically take action, as opposed to manually searching each system reactively for a solution for each passenger.

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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