Scenario Overview: An Airline Company Is Looking For A PRPC

Scenario Overviewan Airline Company Is Looking For A Prpc Implementati

Scenario Overview An airline company is looking for a PRPC implementation to administer their Frequent Flyer Program called Sky-Kilometers. Actors include Frequent Flyer Members, Customer Service Representatives (CSRs), Benefits Managers, and Customer Service Managers, each with specific roles and responsibilities. The system must support members viewing their flight history, updating personal information, requesting missing kilometers, and filing complaints. Complaints are categorized and processed with escalation and reward mechanisms, involving multiple actors.

The process flow entails members logging into the Sky Kilometers system to view their membership details, recent account activity, and status. They can update contact and payment details, request missing kilometers, and file complaints. The requests are managed via work baskets, prioritized based on member status and request date, and handled by CSRs who approve or reject them, notifying members via email.

Complaints fall into categories such as crew behavior, cleanliness, flight delays, and other. They are addressed concurrently: CSRs review complaints, escalate to Benefits Managers for rewards, and in cases like crew behavior, involve Customer Service Managers for disciplinary actions. Notifications are sent accordingly, and the system enforces response time schedules for CSR work resolutions, escalating work that exceeds time goals.

The system receives flight history data through an HTTP service, with data in CSV format, and interacts with an airline SOAP service for flight details, which is currently simulated via static data. Members accrue kilometers with specific bonuses based on flight origin, influencing their status (Silver, Gold, Platinum) based on total kilometers traveled in a calendar year. The member's status is always available and updated according to their accumulated kilometers, with status valid until the end of the subsequent calendar year.

Enrollment processes for members are outside this system, which acts as the system of record for member status and kilometers. The application provides a member portal, CSR portal, and manager interface, along with reporting features such as unresolved complaints and complaint ages. The overall goal is to develop a comprehensive PRPC solution managing the frequent flyer program's operational, customer service, and reporting requirements efficiently and effectively.

Paper For Above instruction

Scenario Overviewan Airline Company Is Looking For A Prpc Implementati

Scenario Overviewan Airline Company Is Looking For A Prpc Implementati

The implementation of a comprehensive and efficient Frequent Flyer Program (FFP) is critical for airlines seeking to enhance customer loyalty, improve service quality, and streamline operational processes. This paper explores a detailed architecture and process design for implementing such a program using Pega Rules Process Commander (PRPC), focusing on an airline’s Sky-Kilometers loyalty program, considering multiple user roles, process flows, integration points, and reporting requirements.

Introduction

The airline industry is highly competitive, and customer loyalty is a key differentiator. Implementing a loyalty program like Sky-Kilometers necessitates a robust, scalable system capable of managing member data, transaction history, complaint handling, and rewards management. PRPC offers a versatile platform to develop such systems through its rule-based architecture, process automation, and integration capabilities.

Actors and Their Roles

The primary actors in the Sky-Kilometers system include Members, CSRs, Benefits Managers, and Customer Service Managers. Members can access their accounts online to review their status, view recent flights, update contact information, request missing kilometers, and file complaints. CSRs are responsible for processing member requests, approving or rejecting missing kilometer requests, and handling complaints. Benefits Managers oversee rewards and benefits related to complaints and special cases. Customer Service Managers review escalated complaints, perform disciplinary actions, and oversee overall complaint resolution quality.

Process Workflow and Functionalities

Member Operations

Members log into the system to access their profile, which displays their membership ID, status, total kilometers, and recent activity. Their status—Silver, Gold, or Platinum—is dynamically calculated based on their kilometers accumulated in the current calendar year and displayed at all times. Members can update their contact and payment information, initiate requests for missing kilometers, and file complaints.

Requesting Missing Kilometers

Members specify origin, destination, and date for their flights. These requests are placed into a work basket, prioritized by member status and request date. CSRs access the work basket via a "Get Next Work" functionality, process requests by approving or rejecting based on data verification, and notify members about the outcomes through email. Approved requests prompt system updates to member kilometers, considering bonuses for particular origins.

Complaints Handling

Complaints are categorized into crew behavior, cleanliness, flight delays, or other. A complaint submission automatically assigns it to a CSR based on processing workload, with special routing for crew behavior complaints to a Customer Service Manager for disciplinary review. Benefits Managers, assigned per category, review complaints for rewards, granting bonus kilometers based on predefined criteria (e.g., crew behavior, cleanliness). Notifications are sent to members when complaints are resolved or rewarded.

Schedule and Escalation

CSR work resolution adheres to specific timing goals: initial resolution within 5 minutes, late at 10 minutes, and a 15-minute deadline. If time limits are exceeded, the case is escalated to the work group manager to ensure timely handling. This approach ensures high service levels and accountability.

Integration and Data Management

The system receives flight history data via an HTTP service in CSV format, which populates member activity logs. Flight details, including origin, destination, and kilometers, are fetched via a SOAP service, simulated through static data in absence of real API integration. Members earn kilometers based on flight data, with bonus percentages applied depending on origin – 100% for Boston and 50% for London. These bonuses influence status updates, which are based on total annual kilometers, with thresholds setting Silver, Gold, or Platinum status.

Business Rules and Reporting

The application maintains a rules engine that automatically updates member statuses based on accumulated kilometers, valid through the next calendar year's end. It also supports reporting functions such as listing unresolved complaints by age, recent complaints within 60 days, and complaint type distributions. The system is designed to be the authoritative source (system of record) for member information and status, with no enrollment process integrated.

Security and User Interface

Distinct portals are designed for members, CSRs, and managers, each with role-based access controls. Mockup interfaces include login portals, account views, complaint submission forms, work baskets, and reports. The intention is to ensure usability and secure data access, aligned with the airline’s operational protocols.

Conclusion

Implementing the Sky-Kilometers loyalty program within PRPC offers a scalable, rule-driven solution capable of managing complex workflows, integrations, and reporting needs. It fosters excellent customer service through timely request processing, complaint resolution, and reward management. Proper configuration, coupled with effective integration with flight data sources and communication channels, will enable the airline to improve customer loyalty, operational efficiency, and data accuracy, contributing to a competitive advantage in the hospitality market.

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