Changi Airport: Different channels of travel demand different channels of communication
Overview
For the second year running, Changi Airport in Singapore was voted the No. 1 airport in the world by passengers and is a major gateway to the world. Fifty million people visit Changi Airport each year, with over 100,000 people going through the airport on any given day. The total staff pool is over 40,000, including thousands of staff involved in the airport’s impressive retail space. This means a single channel for communicating isn't sufficient.
The challenge
Changi Airport needed quicker and more efficient communication between team members in a way that minimized business risk. To put it simply, they needed different ways to reach the right people, at the right time, with the right message, on the right channel.
There are upwards of 700 operations staff (terminal staff, ground staff, maintenance staff, airport operations, and more) at Changi Airport, who communicate regularly on everything from basic gate changes and maintenance requests to larger emergency incidents – where senior staff need to be brought together to coordinate a response. Staff also undertake regular emergency management drills.
However, Changi Airport’s previous communication system was limited to a single channel: basic SMS, which was slow and did not have real-time or post-event reporting. This meant there was no seamless experience for stakeholders:
No one could track who was receiving messages and responding
Alerts couldn’t be escalated and the business couldn’t track events in real-time
There was no reporting available so they couldn't audit afterward
The solution
Multichannel communications capabilities
A fast and resilient multichannel communications platform allows Changi Airport to react quickly, escalate responses, automate workflows, and report in real-time.
Teleconference tool
An automated teleconference tool for high-priority events and for internal events, to automatically bring relevant staff together, which removes the reliance on manual call trees and PIN codes.
Two-way communications
Alerts and two-way communication via text-to-speech, voice, SMS text message, and email drive greater engagement across stakeholders. Person-to-person and device-to-device escalation across multiple digital channels speeds up and improves decision-making during incidents.
Custom automation
Automated and customizable communication workflows and distribution lists – accessible or triggered instantly – to ensure a faster and more reliable response.
Advanced reporting
Advanced reporting and audit trails to demonstrate how incidents have been managed and whether messages have been delivered, received, and responded to, both in real-time and after events.
Always on
A system that is easy to use and accessible 24/7. Messages can be sent and received even during outages, including via the Whispir mobile app, meaning the system is always ‘on’.
The benefits
With various channels within its reach, Changi Airport can now benefit from:
Improved speed
Extended reach
Better responses during incidents
Sophisticated reporting that reduces risk
Enhanced business continuity resilience
Changi Airport continues to make exciting and innovative expansions to its retail space - resulting in a better customer experience for travellers. Further workflows and business processes are also being implemented, using Whispir’s platform to enhance brand awareness via passenger retail shopping experiences, which increase passenger engagement and improve key internal business functions.
The Whispir platform excels at delivering streamlined communication processes for organisations. By running on Amazon Web Services, our clients go from data to action. Whispir is enhanced to deliver even more intelligent workflows without the need to write any additional code or invest in additional technical labour.
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Like Changi Airport, if you're looking to create an omnichannel experience that doesn't rely on different platforms, Whispir has just the solution.