With you, every step of every Customer Journey

Key Challenges

A leading airline was finding it difficult to offer a smooth customer experience due to delays in its loyalty and rewards program. Its use of multiple vendors had increased its internal staff burden, inconsistencies, and costs, while slowing speed-to-market.

The Solution

Our creative services team first optimized the client’s overall print management for in-flight services. Following the success of this project, it streamlined the development and production process for the airline’s credit card and international dining and wine guide programs. This included all aspects of the acquisition campaigns—from data analytics, list management, format design, creative concepts, and designs to direct mail production, distribution, postal optimization, and campaign performance analytics.

Outcomes Achieved

The process optimization resulted in:

RRD’s full-spectrum services ensured complete process transparency and brand compliance across communication channels. Once implemented, our Digital Factory helped the client achieve:

• Accelerated the speed-to-market of the credit card program, enabling the provision of more programs every year
• 25% cost savings
• 21% increase in the consolidation of printed items catalog
• 5% decrease in unit cost due to optimization of format and delivery processes