SubscribeLike most effective technology BagAssist performs a complex task easier and faster, and Swissport Zurich have been enjoying the benefits of the technology for several years now.
The transfer of passengers and their baggage from one location to another is a deceptively simple, but massive logistical undertaking. There are many potential pitfalls along the way. However, when things do go awry new technology such as Sky Assist’s suite of software solutions helps to fill the missing baggage void and offers the potential for efficiency gains and improved services to passengers.
Luc Trentels (left) managing director with Eric Stessels, BagAssist product manager
Success for Swissport
Bag Assist was implemented in its first web-based version in May 2002 for Swissport at Zurich, Geneva and Basel. Since then they have been delighted by its ease of use, how simple it is to learn and also its automated functions. At Zurich they were able to reduce the total time for their AHL (Advice if Holding) process by 11 per cent a file thanks to the software’s AHL and TV (Delivery) modules.According to Raphael Grundmann, Customer Service manager of Arrival Services for Swissport Zurich, this is made possible because it is more user-friendly than the liaison GUI.
There is also the ability to provide additional information printed on the handout for the passenger. “Without this feature we had to handout odd telex prints from SITA containing Airline and Passenger information,” he says. However Raphael maintains that the most benefits have been realised for them through the use of the BagAutorush and IVR (Interactive Voice Response) modules. “These modules expedite the proceedings enormously,” he says.
“It proves automatically if the passenger has flown, the next available flight and it feeds all the needed information like name, tag number, flights, telex addresses and fault station code. All of these items had to be filled in manually before.” Use of the IVR module enabled a reduction in the number of call centre shifts from three to two shifts a day. “In the year 2004 we handled an average of 4182 calls per month.
Thanks to the IVR only 3230 calls were then routed to the call center,” says Raphael. The volume decrease and the help of Clockwork handling Like most effective technology BagAssist performs a complex task easier and faster, and Swissport Zurich have been enjoying the benefits of the technology for several years now. Luc Trentels (left) managing director with Eric Stessels, BagAssist product manager the IVR meant that the calls transferred to the call centre were answered quicker and faster. Furthermore the software has helped Swissport improve the service delivered to its passengers by removing the need to fill out delivery vouchers manually.
“Before the delivery company leaves, a list is produced and printed by BagAssist containing file reference, name, address, phone number and class of travel. This was all done manually before.” All in all, BagAssist has helped make life a little easier for Swissport and its staff. The IVR filters ‘unnecessary calls’ and the BagAutorush does checks and forwards messages automatically. “There is no need to look for special information by the airlines as this is already printed on the handout for the passenger by BagAssist. It also eases the handling of the reception of the bags and reduces manual work,” says Raphael.
Close to the concept
The results at Zurich can be attributed to remaining faithful to the central aims of the BagAssist Solution throughout its development – to simplify and automate baggage handling processes. This approach produces two discernible effects, says Managing Director of SkyAssist, Luc Trentels: “productivity gains on the one hand and additional top class services for the passengers on the other.” The system achieves this by offering a user-friendly graphical user interface (GUI) which simplifies the use of WorldTracer, speeding up processes and reducing the amount of training required by agents.
“You can be trained in BagAssist in half a day,” says Eric Stessels, BagAssist product manager. “But most importantly we automate the whole process.When you do one action it is followed by three or four other actions which are automated. In WorldTracer you have to do these actions manually.” It also ensures that the information sent first time to WorldTracer is accurate by performing all the necessary checks prior to sending. The technology at the heart of the latest version of BagAssist utilises a technique termed ‘screen scraping’, which interprets the screen depending on position and length.
This technique is used because WorldTracer does not offer the option of working with structured data. Eric says: “It is quite difficult to get interfaces with the WorldTracer system. We are inputting the screen into our interface, and then we rewrite the original screen.” This not only improves the userfriendliness, but also enables integration with other systems in the airport environment.
“WorldTracer cannot be interfaced with local systems,” says Eric. “One of the big advantages of our system is that we can interface with the handlers or the airline systems. Systems like airport database or DCS for flight list and passenger status, BSM and others which give further automation.” The suite is suitable for use by all members of the supply chain, airports, handlers and airlines.
BagAssist evolves
Two of the newest functions to be implemented in the software are self-certified passenger declarations for their baggage and a function for the delivery of recovered baggage. Both functions are currently being implemented in the software. “Following the market’s needs from the user’s own feedback the passenger declaration was decided to be more important than the other one,” says Luc. As a result the introduction of the passenger declaration was prioritised for this year, a clear demonstration of the community using its democratic muscle.
Concentrating on the new functions though, Luc sees the concept behind these developments, to empower the passenger, as revolutionary. “This works on two levels, it is an additional service and there is also a productivity increase for the staff. The passenger is doing some steps so that the staff do not have to. This is possible now because of the web-based technology that we are using.” The declaration works by guiding the passenger through a few simple screens in which he inputs his data.
This includes his physical data (his contact details) and his baggage data (information on the lost baggage), all of which follows IATA rules. The result of this is a document, like the one which he would currently receive if standing in front of an agent.
According to Luc this is a viable alternative to queuing, will release people from the line and free up agents that already work in a stressful environment with angry passengers during peak periods, where queuing does not help relieve them. The second function, due for April 2006, enables the passenger to check the status of his baggage from his home or office.
Although this function is offered by WorldTracer already, the Sky Assist solution goes further by offering the passenger the ability to organise the delivery himself, giving control of the situation back to the passenger. “We have a database of delivery agents with delivery arrangements, allowing the passenger to determine the delivery time that suits him best, according to all airline limitations of course. Then it will print the baggage label at the agent’s desk for delivery. There is no system doing that today.”
Keeping current and opening up functions Regarding the rapidly moving IT landscape, Luc is confident SkyAssist’s set up, with its dedicated team in India conducting the R&D, will enable the software to remain up to date.“We take studies from this R&D department very often. In all the technical underlayers, such as the application server database,
we are sure we are evolving in the right direction,” he says. Importantly, Luc says, what SkyAssist’s technology offers now is the simplification of processes and information transparency for the passenger. “We are going in the same direction as initiatives like IATA’s Simplify the Business – we are simplifying the process for the handlers and also the passenger, so that they have a clearer view of what is happening with good information delivered on time,” says Luc. Eric also adds:“We also provide the passenger with more information than before, by opening up the possibilities that WorldTracer can offer. The passenger can always have the latest status of his baggage incident by calling the Interactive Voice Response and be transferred automatically to an agent for organising the delivery when there is positive news.”
The IVR module and the BagAutorush module have proven enormous immediate and visible agent productivity results.“We even go now one step further by having the passenger taking partly control of his file at the declaration or at the baggage delivery,” says Eric. “But the software does not only add functions to the passengers of course, but also to the department management by generating accurate statistics and reports, or by easing accountability with delivery cost calculation per delivery company or per airline.”
User community and conference
“To offer handling companies, airports and airlines a baggage solution based on their current needs” is a bold claim to make for your product, so just how to SkyAssist justify it? A key concept in the SkyAssist approach, answers Eric Stessels, is the support and development offered to customers through the User Community and the annual User Conference that the company organises.At the conference end-users can make suggestions for new functions that they would like incorporated in future versions, and discuss how to use the system to deliver value.
It also offers an opportunity for potential users to see the product at work first-hand, like Air France and KLM participation in 2005. The format of the conference is designed to maximise the benefits obtainable from the suite, and to ease the introduction of new functions and enhancements.
“At the conference we show the new version on the first day, when it is 90 percent ready. So it is kind of training but also allows us to get some feedback to adapt the product before the summer season,” says Eric. “On the second day we discuss suggestions from the users and ideas that we also have.
We then discuss them, prioritise and release a CD with information on the next version.” Raphael Grundmann, an attendee at this year’s conference found it worthwhile. “It was efficient as already 5 companies from 6 stations including IBS from India were sitting at the same table. Many inputs were discussed and released in very short time.” Similarly, Nathalie Artis, found the April 2005 conference useful.
“It was very interesting to meet other users to discuss the evolution of the product,” she says. “Sky Assist is very close to its users and open to study any evolution or personalisation requirement.”
The BagAssist Conference Group in 2005