Community self-service portal for customer fulfilment

The challenge

IATA, representing 290 airlines across 117 countries, wanted a self-service customer fulfilment portal with an improved user experience that reduced the likelihood of errors and raised data quality.

Our solution

We created and maintained a complex data structure with an extensive rule set safeguarding data quality and integrity, and built an ergonomic interface that guides customers through every step of data entry and case creation.

Impact

• Annual re-validation of user-entered data scheduled automatically
• Data entry fully automated beyond confirmation checks
• Data integrity and quality rigidly controlled
• MuleSoft data integrations enabled