REINGENIERÍA DEL SISTEMA INTEGRADO DE SERVICIOS ESPECIALES PARA CLIENTES PREFERENCIALES DE LATAM AIRLINES ECUADOR

Abstract

The reengineering project is carried out in order to find a viable alternative in the process of assisting frequent flyers customers of LATAM Airlines Ecuador, in order to strengthen the loyalty of this segment of clients that usually travel on domestic and international flights. The proposal is to provide an integrated system using a digital tool where airport agents and the commercial area can manage the requests most demanded by passangers. The different options were explored so as not to incur higher annual costs, thus the economic impact would not be considered as inefficient, instead an implementing this integrated system of preferential care will help to provide a better service and contribute to improve the customers' travel experience and capture new corporate accounts; generating higher income for the company. The thesis can be considered as a guide in the theoretical and methodological process for the project planning, development of the different stages that are required to implement, execution and measurement of the changes incurred, which will be later shared with the holding and other subsidiaries.