Sitecore Experience Awards

United Airlines

United Airlines creates engaging employee experience

Platform consolidation, streamlined authoring, and mobile access enables faster solutions for customers.

Honorable Mention

Project brief

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.

About

United Airlines

Travel and Hospitality

North America

Products

XM

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

Solutions used

OUTCOME

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
See the project
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