Sitecore Experience Awards

United Airlines Logo 2024

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

North America

Travel and Hospitality

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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