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
