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Changi Airport: A Case Study

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Andrew Fry

VP Asia

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Oct 4, 2018
3 min read
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Different channels of travel demand different channels of communication

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 up 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

An omnichannel strategy in the form of a fast and resilient multichannel communications platform. This multichannel approach allows Changi Airport to react quickly, escalate responses, automate workflows, and report in real-time.

This multichannel strategy also gave them:

  • An automated teleconference tool for high priority events

  • Alerts and two-way communication via text-to-speech, voice, SMS text message, and email

  • Person-to-person and device-to-device escalation across multiple digital channels, which speeds up and improves decision-making during incidents

  • Automated and customizable communication workflows and distribution lists –accessible or triggered instantly, to ensure a faster and more reliable response

  • 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 afterward

  • 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’

  • A teleconference management tool that automatically brings relevant staff together, which removes the reliance on manual call trees and PIN codes

Exterior of an airport at night

The Benefits

With various channels at their reach, Changi Airport could now benefit from:

  • Improved speed

  • Extended reach

  • Better responses during incidents

  • Sophisticated reporting that reduces risk

  • Enhanced business continuity resilience

The Future

Changi Airport continues to make exciting and innovative expansions to its retail space - resulting in a better customer experience for travelers. Further workflows and business processes are also being implemented, using Whispir’s platform to enhance brand awareness via passenger retail shopping experiences, 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 labor.

Deliver more touch points with Whispir

Like Changi Airport, if you're looking to create an omnichannel experience that doesn't rely on different platforms, Whispir has just the solution. Take a demo of our platform and we'll be happy to show you the key differences between single-channel communications and a platform that reaches every destination.

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