2017 Winner Profile

United Airlines

Project Description:
In an effort to make long customer lines a thing of the past and give its employees the freedom to do their jobs on the go, United Airlines equipped its customer service agents with mobile handheld devices. United is the only airline with mobile devices that are both cellular and Wi-Fi enabled, giving its employees the advantage of being able to accommodate customers even during network outages that ground its competitors. United's Mobile Agent Platform (MAP) devices are used by its customer service agents to assist customers in the airport. The MAP devices are loaded with dozens of applications to bring United's agents out from behind their desks and allow them to work where the customers are, doing things such as closing out flights, changing seat assignments, re-booking passengers on other flights and other airlines and printing luggage tags at the gate. Transactions times for such tasks as customer rebooking during irregular operations have been reduced from 10 minutes to 2 minutes per passenger.
Business Functions:
Customer Service or Support
Business Goal:
Strategic Impact
Linda JoJo, CIO
Chicago, IL
Hospitality, Travel & Leisure
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