The e-commerce solution from SAP is now compliant with the industry standard. It provides the technology to help its clients create a single view of the customer order, including all products and services purchased, their associated delivery status, any changes or amendments, and also payment information. This is an important capability to deliver a retail-like experience to the customer.
“Air travel relies on processes and protocols that are over 50 years old,” says Matthias Goehler, SAP. “IATA’s digital transformation program will drive a much-needed change from ticket-centric to customer-centric operating systems. The ONE Order model will act as the catalyst. The convergence of these new standards with open systems and retailing capabilities of SAP’s e-commerce solution allows airlines to digitally transform. Consequently, they can provide more convenience for the traveler and a better service experience along the entire customer journey.”
Modernizing order management
IATA provides the only official industry certification program in support of the ONE Order standard. It aims to modernize the order management process in the airline industry. It therefore replaces the multiple and rigid booking, ticketing, delivery, and accounting methods with the concept of a single customer order record.
This industry-led initiative intends to hold all data elements obtained and required for order fulfillment across the air travel cycle. This includes customer data, order items, payment and billing information, fulfillment data, and also status. Airlines can combine this information into a single record. They consequently attain a single retail and customer-focused order to provide a superior experience.
“ONE Order represents a significant simplification of airline back-office processes,” said Yanik Hoyles, IATA. “By combining the back-office with the front-office experience of the customer, airlines will be more efficient. Furthermore, they can provide customers with a superior service proposition. Companies with ONE Order certification, like SAP, are crucial to delivering on IATA’s mission of helping airlines reduce complexity and become better retailers.”