Ed Weber from Us Airways on Improving Customer Relations

I'm Ed Weber. I'm IT Director at US Airways. The area that I work in is reservations automation and service recovery as well as customer relations. Scalability is huge because we are going to build on this and we wanted to make sure it was flexible enough to solve, not just our current first rattle out of the box if you will, our first phase, but also to address future phases. It's the automation that comes with it first of all, we want to be proactive with our customers and not have to be told that they need a receipt. We just want to send it back to them automatically. This is something that will grow and in our RFI that we sent out to the various players, we just said, this is our initial need but we want to make sure that you can do these other things as well. At US Airways we are getting more into services, so we are trying to build repeatable services that we can reuse. I think that is going to help time to market and so when we built those we worked on the integration with the Message Systems folks and it has been a good experience. One of our big goals is to raise customer satisfaction. One of the other goals is to repurpose folks to do their real day jobs which is answering phones and taking reservations and helping people with their travel accommodations. I gotta say that the Message Systems team has come through and really responded well. And that's when you're deep in the stuff you wanna make sure that you've got a partner and I think it is true partnership.