Case Study: Lufthansa Transforms Frequent Flier Service With Business Process Management

In 2004, Lufthansa was facing a less-than-optimal process for handling correspondence related to Miles & More, the largest frequent flier program in Europe. With the help of its systems integrator, arvato, and technology from Metastorm, Lufthansa truly transformed how this portion of its business operated — and significantly improved customer service in the process. Using business process management (BPM) best practices such as incremental, iterative change and carefully built user interfaces, Lufthansa's success represents an example for BPM practitioners to study: The company shortened process lag time from five days to less than 24 hours and can now holistically monitor quality and other process metrics.