Question

Create a System Vision Document for the Airport Customer Relationship
Management System.FOR 5 marks

Answer 1

# System Vision Document for Airport Customer Relationship Management System (ACRMS)

## 1. Introduction
The Airport Customer Relationship Management System (ACRMS) is a comprehensive software solution designed to enhance the interactions between an airport and its customers. This system will optimize customer engagement, streamline communication, and improve overall operational efficiency, ultimately leading to increased customer satisfaction and loyalty.

## 2. Vision Statement
ACRMS aims to create a seamless experience for travelers by providing timely and relevant information, personalized services, and effective communication channels through a centralized platform that enhances the relationship between the airport, airlines, and passengers.

## 3. Objectives
- **Enhance Customer Engagement:** Implement tools that allow for personalized communication with passengers, including targeted promotions and service updates.
- **Centralize Customer Data:** Compile and maintain a unified database of customer interactions, preferences, and feedback to drive informed decision-making.
- **Improve Operational Efficiency:** Automate routine tasks and streamline processes to enable airport staff to focus on customer service and satisfaction.
- **Provide Real-time Updates:** Ensure passengers receive timely notifications regarding flight changes, gate information, and other relevant updates to enhance their travel experience.
- **Facilitate Feedback Mechanisms:** Create pathways for customers to provide feedback, ensuring that the airport can respond to customer needs and continuously improve services.

## 4. Key Features
- **Customer Profiles:** Development of detailed profiles capturing customer preferences, travel history, and feedback.
- **Multi-Channel Communication:** Enable interaction with customers through various channels, including email, SMS, and mobile applications.
- **Data Analytics:** Utilize customer data to generate insights and reports for better business decisions and targeted marketing strategies.
- **Mobile Integration:** Provide a mobile application interface allowing customers to access services and information on-the-go.
- **Loyalty Programs:** Support the design and management of loyalty programs that reward frequent travelers.

## 5. Stakeholders
- **Airport Authority:** Responsible for overseeing the implementation and operation of the system.
- **Airlines:** Collaborate with the airport to better serve customers and enhance overall travel experience.
- **Passengers:** End-users who will directly interact with ACRMS functionalities for services and information.
- **Airport Staff:** Frontline employees, including customer service agents and management, who will use the system to assist passengers and manage operations.

## 6. Conclusion
The Airport Customer Relationship Management System sets the foundation for fostering a customer-centric culture within the airport. By leveraging technology to streamline processes and enhance interactions, ACRMS aims to significantly improve customer satisfaction and loyalty while ensuring operational efficiency.