A selection of our work for the aviation industry

AVIATION PORTFOLIO

KLMSUCCESSFUL PARTNERSHIP SINCE 2006

ABOUT KLM

KLM is the flag carrier airline of the Netherlands. It is part of KLM Air-France and the SkyTeam alliance. KLM operates schedule passenger and cargo services to more than 130 destinations worldwide. • Partnership with Mirabeau since 2006 • Recently prolonged for another 3 years • Digital B2C, B2B and B2E projects • 5,500 tickets booked online per day • Mirabeau is responsible for all website

iterations since 2006 • Last radical change to website in 2013,

included a responsive design and an even more transparent booking proces

• +29% increase in online conversion

FOR KLM WE REALIZED AN INCREASE OF

IN ONLINE SALES CONVERSION

29%INNOVATIVE FUTURE

Creating a great User Experience does not stop at the e-commerce platform itself. The travel and hospitality industry has shown to be a great industry for innovation. Think about additional on premise services or an APP with maps of the surrounding hotel area. For airline KLM we design innovative APPs and services to leverage the KLM brand and provided experience.

GOAL: #1 IN CUSTOMER SERVICE IN 2018

© author | website.com

KLM aims to be the number 1 airline in customer service by 2018. Who has the biggest influence on this goal? The crew. They play a crucial role in the customer experience. Smart, efficient tools will enable the crew to make the difference. The assignment: “Help us develop a next-generation in-flight handling manual”. And so we did, turning the old bulky bunch of papers you see below into an easy to use interactive and contextual iPad app.

NEXT GENERATIONIN-FLIGHT MANUAL

SKYTEAMTHINKING BEYOND A SINGLE AIRLINE

CARING MORE ABOUT YOUSkyTeam is a global airline alliance providing customers from memberairlines access to an extensive global networkwith more destinations, more frequent flightsand improved connectivity. • Founded in 2000 • 20 full members, across 5 continents • New SkyTeam app strategy,

concept and design by Mirabeau • Support Seamless Travel, Member

Synergies and the SkyTeam Brand • Improved visual identity, added

Lounge finder and Sky tips. • Responsive design for skyteam.com

made by Mirabeau. LaunchedMarch 2016.

SNEAK PREVIEW ROUND THE WORLD PLANNER

TRANSAVIATAKING OFF WITH AN OPTIMAL UX

ABOUT TRANSAVIA

Transavia provides competitively priced air transport to more than 90 destinations throughout Europe and countries in the Mediterranean. • Founded in 1965 • Subsidiary of KLM Royal Dutch Airlines • EUR 9MM+ passengers carried last year • 45 Boeing 737-700 / 737-800 aircraft • New platform released by Mirabeau in

2014 and continually optimized since • +85% direct sales via online channel • Based on Sitecore 8.1

OLD WEBSITE (2013) End of life (7 years old), booking flow B2C only, slow time-to-market

NEW PLATFORM (2014) Fully responsive, My Transavia account, B2B module, fast time-to-market

A NEW PLATFORMThe rollout of the Sitecore E-commerce platform at Transavia is the main enabler to increase ancillary sales, conversion of flights and lower the operational costs. With more than 85% direct sales via the website the Sitecore Digital Marketing solution is a crucial element in the competitive advantage and profitablity of Transavia. Results so far: ✓ +33% ancillary sales ✓ +20% online check-ins ✓ Increase in mobile revenue

to 8% of online revenue ✓ SUS (System Usability Scale) of 86,3

from 8 user studies ✓ 2 industry awards won

CREATING ONE PLATFORM FOR ALL DEVICESThe new Transavia platform is built on Responsive Design principles: accessible and usable with a similar, optimal user experience on all desktops, notebooks, tablets and smartphones.

OUT OF TOTAL ONLINE REVENUE

MOBILE REVENUE SINCE REDESIGN

8%

CREATING THE BEST ONLINE EXPERIENCEThe new platform enables all passengers (direct & tour operator) to view their flight and add ancillary products such as (special) luggage and seat selection. In various user studies ’My Transavia’ is valued with an 8,2 score.

ANCILLARY SALESINCREASE OF

SINCE NEW PLATFORM

+33%

CREATING COMPETITIVE ADVANTAGEWe created a My Transavia environment that leads to one single flow for all online and mobile check-ins. These check-ins combined with the new mobile boarding pass will lead to a decrease in average handling time and costs at the airport, creating competitive advantage on different levels.

NUMBER OFONLINE CHECK-INS

SINCE NEW PLATFORM

+20%

FOCUS ON ADD-ON SERVICES

Car rentalWith more than 85% of direct sales going through the online platform, add-on services such as car rental are beneficial for both customer and business.

ONE PLATFORM, MULTIPLE COUNTRIES

✓ Currently 8 languages in 10 countries With the goal of adding more with every new destination. Mirabeau assures that additional countries and languages can be added with ease.

✓ Based on Shared ComponentsSearch and booking flows are similar for all countries and languages, making duplications to additional countries easy and time-to-market very quick.

✓ Localized with Custom ComponentsLocal markets are provided with Custom Components for specific market approaches. This slightly increases complexity, but leverages local market knowledge.

✓ Use of multiple Sitecore capabilitiesI.e. Email Campaign Manager, Webforms for Marketeers, Social Modules and Sitecore DMC

FULL TIME SCRUM PROJECT WITH

TEAM MEMBERS FROM MIRABEAU AND

TRANSAVIA

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AWARD WINNING PLATFORM

The Lovie Awards 2015 The Lovie Awards is the European counterpart of the Webby Awards. It recognises the best digital work in Europe from nearly 1500 entries from 30 countries. Together with Transavia, Mirabeau has won a 2015 Award: “Within the airline industry Transavia sets pace for a whole new standard in user experience design.”, according to the awards organisation. Sitecore Experience Awards 2014 Mirabeau and Transavia have won the Sitecore Digital Innovator Award 2014

CHECK OUT OUR CASEPlease see our Transavia case at www.mirabeau.com or scan the QR code

Company facts

ABOUT MIRABEAU

Mirabeau is a full service digital agency and e-commerce expert since 2001. Originated in the Netherlands, now operating worldwide. With over 300 specialists we work with market leaders in finance, travel and retail and in B2C and B2B industries.

We believe that close collaboration and sharing knowledge leads to outstanding work. Your specialists blend with ours in mixed teams, often working from your location. Together they create engaging digital experiences where your customers’ needs meet your business goals, delivering bottom line results.

We are technology independent and leading in creating omni-channel user experiences throughout the customer journey. By fine-tuning the three parameters: reach, conversion and value, we improve both revenue and customer satisfaction.

AHEAD IN A DIGITAL WORLD

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TRAVEL AND AIRLINE CLIENTS

30

4 Founders

300 Digital

Professionals

1 Focus

6 Locations

OUR SERVICES

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4 Founders

300 Digital

Professionals

1 Focus

6 Locations

STRATEGY & CONSULTING Customer, Commerce and Capabilities

CONCEPT & DESIGN Online Marketing, Customer Experience and Branding

DEVELOPMENT ‘One’ online platform for all channels

MANAGED SERVICES Specialists in hosting, maintenance and optimisation

PEOPLE Our professionals at your location

OUR CAPABILITIES

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4 Founders

300 Digital

Professionals

1 Focus

6 Locations

✓ CERTIFIED

Regularly renewed certification ensures our staff is well qualified and up to date with the latest industry standards and best practices.

✓ ISAE3402 TYPE II

Provides assurance that Mirabeau has a well established and proven securely internal control framework that is operating effectively. ISAE 3402 is an international standard for assurance engagements provided by Ernst & Young.

OUR RECENT AWARDS

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Although we’re most thrilled by the successes we book with our clients, we’re also quite proud that we’re often nominated for - and win - industry awards. Our most recent awards (autumn 2015) are:

4 Founders

300 Digital

Professionals

1 Focus

6 Locations

✓ LOVIE AWARDS (OCT 2015, LONDON, UK) The Lovie Awards recognises the best digital work in Europe from nearly 1500 entries from 30 countries. With our client Transavia we won a silver Lovie: “Within the airline industry Transavia sets pace for a whole new standard in user experience design.”

✓ BEST MANAGED COMPANY (DEC 2015, AMSTERDAM, NL) Evaluated by Deloitte and ING, our strategy, operations, degree of innovation and financial results scored consistently above average.

✓ EARLY 2015 AWARDS AND NOMINATIONS

Digital Innovator Awards 2015

VANESSA E. DE GROOT Business Development Asia +852 53497432 +86 13 660 468 440 vdegroot@mirabeau.nlwww.mirabeau.com

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