Home Tech 'Digital transformation helped BIAL deal better with Covid' - Times of India

‘Digital transformation helped BIAL deal better with Covid’ – Times of India

At Adobe‘s Experience Makers India 2020 event, Bangalore International Airport (BIAL) chief strategy and development officer Satyaki Raghunath spoke about the airport’s digital transformation with Gowthamram Nallan of Adobe. He shared how the digital initiatives taken by the country’s third-largest airport helped it deal better with the Pandemic.
Raghunath started with sharing statistics about the BIAL airport, how it has been one of the fastest growing airports in the world with almost 20% year-on-year growth. Started in 2008, it witnessed a footfall of 9 million passengers in the first year itself. By BIAL’s 10th anniversary in 2018, traffic volume had tripled to around 27 million passengers. It is said to have witnessed a footfall of 33.3 million travellers in 2018-19.
“In the infrastructure business, you can’t always build your way out of a problem” said Raghunath. This made the company embark on its digital transformation journey. BIAL initially teamed up with Accenture in this journey. This followed the partnership with Adobe to help support BIAL across platforms. The aim being: Enhancing customer experience; improve operational efficiency and boost revenue generation.
BIAL, as per Raghunath, rolled out four platforms and is set to kickstart the fifth one. These include Business Analytics and Data Intelligence Platform that brings together all the data (operations, commercial, financials, etc) to provide a clear overview of what’s happening; website and mobile application re-architecture and integration into data platform; biometric boarding platform (also known as DigiYatra); and fourth is process automation.
All this, as per Raghunath, helped BIAL deal better when COVID struck as digital transformation had already become a strategic priority for the airport.
“The two months of shut down due to the pandemic made the airport try different things including the provision for biometrics and contactless boarding etc that allowed BIAL to reopen fairly quickly. From a passenger communication perspective, the new website and the mobile application have allowed BIAL to communicate extensively with the passengers related to Travel Advisories, Quarantine, Airline/Airport protocol, health protocol, along with other queries. BIAL has also been able to link those passenger queries with BIAL brand messaging on Social Media (Twitter, Instagram, LinkedIn, Facebook, etc) which helped reaching the customers more efficiently,” said Raghunath.

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