To grow Frankfurt Airports Non-Aeronautical Revenue streams. Today’s passengers want more and with digitalization increasingly embedded in their daily lives - giving them more choice, freedom and control – they now expect more from their airport experience too. As an ambitious and pioneering airport, Fraport wanted to lead the airport world into the digital world, demonstrating the power of an omnichannel solution to drive performance and transform the customer experience.
“Together with AOE-Omnevo we were faced with the enormous challenge of transferring our offering into the digital era. The result is a unique solution for the travel and retail industries that unites complex on and offline services and provides the optimal travel experience for our customers, regardless of whether they want to shop, merely inform themselves or use our numerous services.”
Kai Schmidhuber, Senior VP Multichannel E-commerce, CRM & Strategy, Fraport.
The retail experience at Frankfurt Airport is transformed through an all-in-one commerce suite with personalization to optimize every customer journey.
Reach customers at all relevant touchpoints, enabling a seamless, personalized and consistent experience from booking through to fulfilment.
An integrated end-to-end e-commerce platform was created within twelve months for an online mall concept for Frankfurt airport. A powerfully integrated ecosystem that drives NAR and provides greater flexibility and control, based on data and insights across the entire value chain.
The airport’s new digital marketplace not only integrates hundreds of retailers – and thousands of brands and products - but also smoothly assimilates all the respective retailer systems to create a single, seamless experience for the customer.
The digital platform created effective integrations across Fraport’s operations and its existing systems, including customer relationship management (CRM), product information management (PIM) and the Fraport Loyalty Program) .In just twelve months, Omnevo implemented a complex E-Commerce / online mall concept for Frankfurt Airport, including a full program of systems architecture and the integration of over 30 systems.
The data and personalization supports stronger customer experience - which then drives deeper communication and greater loyalty.
The airports retail partners gain an additional, dynamic marketplace that places every shop at the customers fingertips and makes all products available right up to 45 minutes before departure.
Frankfurt airports brand image is enhanced, tranforming its passengers perception from 'airport' to 'global, omnichannel shopping hub'.
The 'webrooming' opportunity effect shows that passengers often prefer to opt to search instantly online but then still but in the options, airport stores, driving sales.
In 2020, amidst the biggest global crisis for the aviation industry in history, Frankfurt Airport extended its contract with Omnevo for 5 additional years to continue the airport’s digital adventure. For both airport and passenger, this future-proofed digital solution delivers major benefits - including new levels of customer experience and new revenue performance levels for the airport urgently needed to guide the recovery of the sector.