United Airlines is a major American airline headquartered at Willis Tower in Chicago. With 88,000 employees overseeing 4,900 daily departures, United operates a large domestic and international route network.
Sitecore Experience Awards
United Airlines creates engaging employee experience
Platform consolidation, streamlined authoring, and mobile access enables faster solutions for customers.
Challenge
- Digitally transform customer experience function
- Empowering employees with information to predict issues to solve customer challenges
- Needed intranet publishing at scale
- Issues publishing content leading to friction when distributing and managing information
- Lacked a ‘single source of truth’ for content management or user analytics
Solution
- Sitecore Experience Manager (XM)
- Sitecore Experience Database (xDB)
- Sitecore Experience Analytics Tools (xAnalytics, Path Analyzer, xProfile)
Result
- Created employee experience that was engaging, intuitive and consistent
- Consolidated five systems into one central platform
- Streamlined policy authoring and update process from seven teams to one
- Agents can quickly find 5,000 policy and procedures
- Access to information creates safe, great customer experience
- Users now have mobile access to information
- Employee survey shows 94% found intranet easy to use
Platinum Solution Partner
Named Sitecore’s 2021 Global Partner of the Year, Avanade has helped over 250 Sitecore clients in 21 countries achieve better business outcomes. As Sitecore’s first-ever global Platinum Solution Partner, Avanade understands the intricacies of the platform, and how it integrates and enhances the brand experience throughout the customer lifecycle. Together with Sitecore, Avanade helps clients envision and implement modern, cloud-based brand experiences that set new standards for brand differentiation and disrupt industries with innovation.
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