Company: Silknet Company background: Silknet, the leading telecommunications operator in Georgia, offers a range of high-quality full telecommunication services. Company was the pioneer in Georgia to introduce IPTV services and currently provides the fastest gigabit LTE mobile internet in the region. Silknet's commitment to reliability and sustainable development is evident through its successful issuance of local and Eurobonds in 2017 and 2019, respectively. Just recently, Silknet became the first telecom company in Georgia to deploy a 5G network, reaffirming its strong standing as the leader in the region. Silknet takes pride in its innovation, customer focus, and social responsibility, and is dedicated to maintaining its leading position in the market. Contact: Asmat Kalandadze Title: Project Manager Country: Georgia Award Category: Innovative Problem Solver Tell us about the business problem you were trying to solve? Despite the relatively limited market, Silknet never afraid and always follows to use innovative technologies and innovations in its processes. That is why Silknet chose to adopt SAS and collaborate with SAS Professional Services consultants, business consultants, and international talent. Silknet is now developing and running innovative campaigns on SAS Engage Direct, and this allowed Silknet to solve various problems: The business problem was to increase customer loyalty and enhance the promotions delivery. Managing a large volume of information. Aggregating data from various sources for segment identification. According to the segment to offer the specific campaigns. Increasing activations of data packages and bundles.   How did you use SAS to solve that business problem? What products did you use and how did you use them? 1. Wheel of fortune - SAS Engage Direct facilitated the establishment of a system wherein specific conditions were delineated to generate a list of potential packages for subscribers. Within this framework, subscribers had the opportunity to secure a designated package through a lottery mechanism. SAS played a pivotal role in articulating the precise conditions and criteria governing the selection and allocation of packages to subscribers.     2. Segmentation based campaign - With the assistance of SAS, we could utilize subscriber information within the company to segment subscribers. This segmentation enabled the generation of personalized offers, which then will be communicated to subscribers via SMS. The product utilized for this process was SAS Engage Direct. Reactivate customers going silent. Upsell higher data allowances. Push Mobile Data Adoption.  3. Location Based Campaign - Through the thorough processing of Call Detail Record (CDR) data, we precisely determined subscriber locations. This information allowed us to identify a distinct segment comprising individuals planning to leave the country. Subsequently, we strategically offered customized roaming packages to this identified segment through SMS communication. The execution of this targeted approach was facilitated using the SAS SAS Engage Direct product.   What were the results or outcomes? 1. The subscription includes a gaming element, introducing an engaging dynamic that significantly enhances its appeal to subscribers. This implies that the subscription is designed to offer more than just a standard service, incorporating interactive and entertaining features. By  integrating gamification, the subscription not only meets the functional needs of the subscribers but also aims to provide a more enjoyable and immersive experience, making it particularly intriguing for those who choose to subscriber. Increase in subscriber activity and an increased package activation rate. Subscribers now receive the offer precisely when they are eligible, need to activate it, resulting in a notable uptick in the number of package activations. This strategic timing ensures that subscribers are presented with the offer at the opportune moment, contributing to a heightened response and an overall increase in the utilization of packages. Why is this approach innovative? For the first time, the package activation process has been transformed into a lottery-style experience, which was first in the market in telecommunication, and well received by customers. Utilizing dynamic segmentation based on the subscriber's current status to generate a tailored offer. This marks the first occurrence  when an offer is generated and presented based on the subscriber's location What advice would you give to new SAS users? Silknet is part of a large Group (Silkorad Group). The Silk Road Group is one of the leading private investment groups active in the Caucasus and Central Asian regions operating across various sectors of the Georgian economy, including transportation, technology, trading, media & IT, energy, real estate, retail, hospitality & entertainment, telecommunications, and banking. Discussions are ongoing inside the Group to assess the possibility of extending SAS solution use to the other Group’s affiliates. Silknet is promoting actively the introduction of SAS to other customers in Georgia and working tightly with SAS team to reach this goal. We want to thank SAS in general and particularly the team who is responsible our account for their support and guidance during the implementation and the operation of SAS solution. Their suggestions and knowledge of the solution allowed us to better design our deliverables and more importantly significantly decrease the time to market.   <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Use the editor toolbar buttons to add them into your text in the location you want them to appear. We will accept videos for this entry -- add them using the Insert Video button. > ... View more

  Company: PEGASUS AIRLINES Company background: Pegasus Airlines, purchased by Esas Group in January 2005, is a leading low-cost airline in Türkiye, which provides reasonably priced transportation opportunities on point-to-point basis in short and medium range routes and aims to set up a wide flight network with high flight frequency for guests. With its fleet composed of 104 airplanes in total by November 2023, Pegasus extended its flight network, which was initially composed of 7 domestic locations at the beginning of scheduled flights, up to 134 locations and currently has 98 international and 36 domestic flight locations in 50 countries. Pegasus Airlines’ goal is to transform flying from a luxury into something that forms part of people’s everyday lives while providing economic, safe and punctual travel opportunities to its guests both in Türkiye and globally through technological and flight safety investments.   Contact: ERKAN CAN GÜRSOY Title: IT CRM EXPERT BUSINESS ANALYST Country: TURKIYE Award Category: Curious Thinker Tell us how you are inspired by the work you do?   With Turkiye's digital airline vision, Pegasus Airlines follows new technologies and effectively applies them to its processes. In this context, we initiated our SAS Project to provide our guests with personalized experiences by using innovative methods and integrated new technologies in 2018. With this project, we aimed to:   understand where our guests want to travel and what experiences they might enjoy, enhance and develop every step of the flight experience by giving suitable offers for our guests, become a brand that provides a lifetime value by offering the right opportunities and deals at the right time. How has SAS played a part in your journey?   For the last 3 years, we have been using SAS Customer Intelligence 360 effectively in the campaign and personalization operation processes. Our focus has been on analyzing the travel behavior of our passengers, enabling us to strategically deliver the most relevant campaigns to the right individuals at optimal times through the most effective channels. What products do you use and how do you use them?   We leverage the SAS product family, conducting comprehensive analyses and data studies regarding our guests. Through SAS CI360, we proficiently target and segment our customer base, enabling us to define a variety of communication channels for a personalized and effective passenger interaction strategy. What is your greatest lesson learned that you'd like to share with others?   The implementation of the SAS product family in our personalization efforts has significantly contributed to the company's revenues and led to substantial enhancements in feedback from our guests.   This success story has inspired us to set higher goals for the future including reaching more people and strengthening our relationship with all our guests with using SAS technologies. In the coming years, as always, we aim to continue making our customers feel special through dedication and hard work.     Some Pegasus Customer Experience Cases with Using SAS Customer Intelligence 360:   Membership Anniversary: Celebration of membership with a special e-mail which includes detailed information about their time with us and a special discount. We are fortifying the effect by sending also a push notification.     In-Booking Ancillary: Showing special discounts to the segments according to the ancillary penetration on our website or mobile application while they are booking their tickets.                   Birthday: Celebrating our members' birthday with a special discount.     Flight Celebration with Special Discount or Loyatly Points (BolPoints): Offering various gifts according to the number of flights they have had with Pegasus.   .                        Unique Code Distribution: Sharing unique code for our passengers to benefit from discounts within the framework of our collaborations.     Recapturing: Sending real-time reminder push notifications and special discounts after our passenger's search.       Expiring BolPoints: Sending reminder push notifications about the expiry date of their Bolpoints and emphasize ancillary product if they have a future flight.       ... View more

  Company: Istanbul Airport Company background: iGA Istanbul Airport, the largest infrastructure project in the history of the republic, put its first phase into service on 29 October 2018 and has been welcoming passengers at full capacity since 6 April 2019. iGA Istanbul Airport, Türkiye's gateway to the world, continues its operations as a significant global hub, connecting the Asian, African, and European continents through Istanbul, which is the "meeting point" of different countries and cultures. In addition to the many awards it has received so far, iGA Istanbul Airport has been awarded "Best Airport of 2023", "Best Airport Shopping Experience in the World" and "Most Family Friendly Airport in the World" by Skytrax. It was also named "Best Airport over 40 Million Passengers in Europe”, “Most Enjoyable Airport in Europe” and " Cleanest Airport in Europe" by Airports Council International (ACI). The main goal of iGA is to make Istanbul Airport the world's leading aviation center. Covering an area of 76.5 million square meters, and only 35 kilometers from the city center, iGA Istanbul Airport is planned to be completed in four phases. Already providing service as part of the first phase with 5 operational runways, a terminal building with a capacity of 90 million passengers, and an Air Traffic Control Tower; iGA Istanbul Airport is expected to reach an annual passenger capacity of 200 million people once all phases are completed. Contact: Simru Delen İpek Title: Head of Digital Service Development and Marketing Country: Türkiye Award Category: Community Uplift Award Tell how you've used SAS to have a positive impact on your community? Istanbul Airport has leveraged SAS solutions to significantly enhance the passenger experience, thereby positively impacting the community that uses the airport. A notable application has been in the iGA Lounge, where events are communicated in real-time using beacon technology. This approach not only improves the passenger experience by providing timely and relevant information but also fosters a sense of community among travelers. By leveraging SAS's advanced analytics and communication capabilities, the airport has been able to create a more engaging, efficient, and enjoyable environment for its passengers, which in turn reflects positively on the broader community that the airport serves. What SAS products are you using and how are you using them? The airport utilizes several SAS products, including CI 360, ESP, and VIYA. These products are integrated with the airport's mobile applications to facilitate real-time communication with passengers, particularly regarding events in the iGA Lounge. SAS solutions are also instrumental in planning and executing communication strategies for Exclusive Club members. This club, intended for loyal users of iGA Pass Premium memberships since 2019, aims to increase brand awareness, customer loyalty, and satisfaction. SAS products are used for effective communication of events and conducting satisfaction surveys among club members. This strategic use of SAS's analytics and communication tools allows for personalized and targeted interaction with passengers, enhancing their overall experience. What was your most surprising discovery about your work? One of the most surprising discoveries in this initiative was the profound impact of real-time, personalized communication on passenger satisfaction and engagement. The integration of beacon technology for event communication in the iGA Lounge, and the targeted interaction with Exclusive Club members, revealed a significant increase in passenger engagement and satisfaction levels. This outcome highlighted the untapped potential of personalized communication in enhancing the passenger experience and building a loyal customer base. The ability of SAS products to analyze and leverage passenger data effectively was a key factor in these successful outcomes. <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Use the editor toolbar buttons to add them into your text in the location you want them to appear. We will accept videos for this entry -- add them using the Insert Video button. > ... View more

  Company: Istanbul Airport Company background: iGA Istanbul Airport, the largest infrastructure project in the history of the republic, put its first phase into service on 29 October 2018 and has been welcoming passengers at full capacity since 6 April 2019. iGA Istanbul Airport, Türkiye's gateway to the world, continues its operations as a significant global hub, connecting the Asian, African, and European continents through Istanbul, which is the "meeting point" of different countries and cultures. In addition to the many awards it has received so far, iGA Istanbul Airport has been awarded "Best Airport of 2023", "Best Airport Shopping Experience in the World" and "Most Family Friendly Airport in the World" by Skytrax. It was also named "Best Airport over 40 Million Passengers in Europe”, “Most Enjoyable Airport in Europe” and " Cleanest Airport in Europe" by Airports Council International (ACI). The main goal of iGA is to make Istanbul Airport the world's leading aviation center. Covering an area of 76.5 million square meters, and only 35 kilometers from the city center, iGA Istanbul Airport is planned to be completed in four phases. Already providing service as part of the first phase with 5 operational runways, a terminal building with a capacity of 90 million passengers, and an Air Traffic Control Tower; iGA Istanbul Airport is expected to reach an annual passenger capacity of 200 million people once all phases are completed. Contact: Simru Delen İpek Title: Head of Digital Service Development and Marketing Country: Türkiye Award Category: Innovative Problem Solver Tell us about the business problem you were trying to solve? Istanbul Airport aimed to address a critical business problem: enhancing the passenger experience while overcoming the challenges of reactive communication and limited revenue streams in the airport environment. The key issues included personalizing services for passengers, effectively tracking their movements, analyzing behavior, providing clear guidance within the airport, and leveraging opportunities to increase revenue. These challenges were significant obstacles in iGA's mission to deliver a seamless and enjoyable experience to its passengers, prompting the need for innovative solutions to enhance customer engagement and overall satisfaction. How did you use SAS to solve that business problem? What products did you use and how did you use them? Leveraging SAS and its advanced analytics, we revolutionized our approach at iGA, shifting from reactive to proactive communication, particularly through our mobile app. Utilizing SAS Customer Intelligence and beacon technology, along with SAS Event Stream Processing, we were able to facilitate real-time responses and proactive engagement. This transformation allowed us to focus on "customer moments" through beacon cases, offering targeted guidance and creating opportunities to meet customer needs while generating additional revenue streams. The integration of SAS solutions enabled seamless passenger tracking and the digitalization of their journey. By harnessing declarative, behavioral, and transactional data of passengers, we could create real-time personalized communication, utilizing push notifications and in-app messages. This strategic use of technology not only reshaped how we engage with passengers, enhancing their overall experience, but also streamlined airport operations, marking a significant advancement in our operational and customer service capabilities. What were the results or outcomes? The integration of SAS solutions at iGA has yielded remarkable outcomes, as reflected in an impressive overall rating of 4.58 (out of 5) obtained from votes in the last two months through the 'Rate This Experience' function recently embedded into the app via SAS. This achievement underscored the significant enhancement in the passenger experience and efficiency in airport operations. The implementation of 41 distinct SAS use cases not only yielded a substantial amount of revenue but also saw a noteworthy increase in package sales, particularly following targeted communication efforts. The success of these initiatives was largely attributed to the proactive communication strategies enabled by SAS use cases and beacon technology, which were instrumental in refining the customer experience and creating new revenue opportunities. The role of SAS in transforming iGA's approach was multifaceted. Personalized, real-time interactions became more prevalent, improving the management of passenger flow and the delivery of pertinent information. This data-driven strategy optimized offers and promotions, tailoring them to individual passenger needs and behaviors, and provided a deeper understanding of passenger preferences. The result was a noticeable improvement in revenue generation, demonstrating the effectiveness of integrating advanced analytics and proactive communication strategies in enhancing both the passenger experience and the airport's operational capabilities. Why is this approach innovative? The approach is innovative due to its comprehensive integration of advanced analytics with mobile app functionalities to tailor the passenger experience. The use of real-time data to offer personalized guidance and promotions represented a significant step forward in creating a digital journey that begins before arriving at the airport and continues throughout the airport experience. Moreover, our approach stands out for its proactive use of SAS tools in crafting personalized communications, diversifying revenue streams through beacon strategies, and proposing the establishment of an Exclusive Club. This innovative method not only addresses current challenges but also positions iGA for long-term success by fostering loyalty and satisfaction. What advice would you give to new SAS users? For those new to SAS, it's essential to tailor the tools to the specific requirements of your business challenges. This involves a deep understanding of the nuances of your business problem and focusing on the needs and behaviors of your target audience. Investing time in mastering SAS Customer Intelligence is key for personalized communication, while utilizing SAS Event Stream Processing is vital for real-time responsiveness. Integrating SAS solutions with existing digital platforms is crucial to create a seamless experience, ensuring that you leverage the full range of SAS capabilities for comprehensive data analysis and real-time application. It's also important to maintain a dynamic and adaptive approach to analytics solutions, continuously exploring the evolving features of SAS. This proactive engagement allows for the maximization of SAS tools' benefits, tailored to your unique business challenges. Employing both reactive and proactive strategies to enhance customer experience is recommended. Regular review and adaptation of these strategies, based on data-driven insights, will ensure that the solutions remain effective and relevant in addressing the ever-changing business landscape. ... View more

        Learn SAS Customer Intelligence 360 with free tutorials and trainings Ready to make the best decision for every customer interaction? The following SAS Customer Intelligence 360 resources are a good place to start. Whether you're just getting started or want to add new skills, SAS offers a variety of free tutorials and other training options. In this post I’m going to give you an overview how to get access to these learning options.   SAS Learning Center To access an overview of the free tutorials and training options is just to visit the SAS Learning Center on the website and navigate to the SAS Customer Intelligence 360 section.   Customer Intelligence 360 Learning Center   Follow the next steps to navigate and find the path to the Learning Centers: Open the SAS Website www.sas.com Select Learn in the top menu banner (step 1) Select Learn SAS at the top left of the option window (step 2) to open the SAS Learn page. Learn SAS Menu   You reached now the main SAS Learn Page. Alternatively to Step 1-3 you can bookmark this page with the deep link www.sas.com/learn The Select one drop down button on this page provides a link to the different Learning Centers for different products.                   SAS Learn Page     Chose the Learning Center for “SAS Customer Intelligence 360” from the “Select one” drop down to open the CI360 Learning Center Page. The page can be also reached via the deep link https://support.sas.com/en/software/customer-intelligence-360.html On the Learn Customer Intelligence 360 Page you have 5 options to get started with CI. Click on the tile you like to open:   GET STARTED CONNECT TUTORIALS TRAINING DOCUMENTATION     Learn SAS Customer Intelligence 360       (1) Get started Click on the “Get started” tile. Or use this link: https://support.sas.com/en/software/customer-intelligence-360.html#gettingstarted Get started   On this “Get started” area you can find some “CI360 Overview” videos and the “Learn the Basics” section with a selection of useful links to tutorials.   (2) Connect Click on the “Connect” tile. Or use this link: https://support.sas.com/en/software/customer-intelligence-360.html#stayconnected     Stay connected   If you would like to be a part of the community for SAS Customer Intelligence 360, SAS offers a variety of ways for you to interact with users and experts. You can find the links to the Blogs, Communities and events inside this section or just click here:   Join the Community Read the blogs Join a user group Attend an event   (3) Tutorials Click on the “Tutorials” tile. Or use this link: https://support.sas.com/en/software/customer-intelligence-360.html#freetutorials       CI360 Tutorials   Browse the library of free SAS Customer Intelligence 360 tutorials. Learn something new and sharpen your skills. On this page you will find a huge variety of featured tutorials. You want more tutorials – please use this link to the complete Tutorial Page section inside the Documentation for CI360.      (4) Training Courses Click on the “Training courses” tile. Or use this link: https://support.sas.com/en/software/customer-intelligence-360.html#training-books       Training Courses   SAS offers 3 different eLearning courses for CI360 Discover, Engage or Plan. ·        SAS 360 Discover: Data Collection Settings and Rules ·        SAS 360 Engage: Delivering Targeted and Personalized Digital Content ·        SAS 360 Plan   All Customer Intelligence Trainings can also be found on the Training Page   (4) Documentation Click on the “Documentation” tile. Or use this link: https://support.sas.com/en/software/customer-intelligence-360.html#documentation       Documentation   Find user's guides and other technical documentation for SAS Customer Intelligence 360.       Enter Access Key - or contact SAS Technical Support   Please note: The documentation is for SAS Customers only and you need an access key to open the documentation page. Customers can get the access key from Technical Support. They will verify that they are a customer and then provide the key. When you try to access the documentation from the web, the Enter Access Key pop-up window displays. That pop-up window includes a link to Tech Support link.   ... View more

          Missing users in CI360 User Roles menu? Why some users are not visible in the CI360 user role settings and how to display them.   Since last year it is has been possible to assign certain rights and roles to a user directly in CI360.   To manage this as an administrator, you need to open CI360 and go to the menu General Settings -> Users (User Roles).   In this section all user roles for the existing CI360 users can be managed. You just need to select one or multiple Users from the list, click on EDIT and select the required Roles (see current CI360 Documentation > User Roles).   But for some reason it may happen that the required user is not displayed at all in the User Roles Administration list. Why does this happen? And how can you change it?       Required User is missing inside the User Roles     Check SAS Cloud Profile Roles: To understand this behavior, you need to know that CI360 distinguishes between “SAS user” and “SAS administrator”. This basic distinction is assigned when the SAS Profile is created in the SAS Cloud. If you are missing a User inside the User Roles Management Section inside CI360 it is very likely this SAS Profile is set up as an SAS Administrator and not as a SAS User. In this case, this user will not be displayed in the list of user roles because he or she is a SAS admin and therefore all roles have already been assigned via the SAS Profile! The user role management is (like the name says) only for users - not for administrators.   To check this and change it if necessary, a SAS Administrator must log into the SAS Cloud:   Go to https://cloud.sas.com/appcentral/users and log in Go to the ‘Users’ Menu Search for the requested User and click on it. The User and his assigned Roles were shown.   SAS User Roles.   If the selected user has the role “SAS Administrator” and “SAS User”, he cannot be assigned any other roles in CI360. He therefore this name not show up in the User Roles administration. If you like to change this, click on Edit and uncheck SAS administrator role and click OK.   SAS user only   The user is now no longer an SAS administrator. Change User Roles in CI360 Go back into CI360 - General Settings -> Users (User Roles).   The missing User is now shown in the list of Users. He can be selected and assigned to all CI360 User Roles.   User is shown in the User Roles Management       User Roles ... View more