GOGO GATE REPRESENTATIVES

End Client: Gogo In Flight Internet
Program: Large-Scale Staffing and Project Management, Technology

Objective:

  • 6 Gogo airline partners serviced in 15 markets.
  • 17 Airport locations in the U.S. and Canada.
  • 13 Full time Marketing Managers, 4 team leads.
  • 100+ trained CSRs across all airports.

Parameters:

Timing:

  • Ongoing program spanning over 4 years.

Program Elements:

  • Sales-oriented, results-driven, clean-cut, professional and articulate staff.
  • Large-scale project management, program development, on-site staff training, schedule creation and on-line data capture.
  • Managed program technology (laptops/Blackberry’s for staff ), as well as the kiosk component for the AA and United programs.
  • Developed on-line program repository and on-line reporting system with real time data capture.
  • Prior to initial launch, EPS provided 5 months of strategic planning support and program development, including: reporting form/procedure creation, schedule planning/creation, training content creation and development, content presentation at training, management of training documentation (filming), and gate representative day-to-day procedures.

Results:

  • The success of the program expanded the campaign from a one month, single airline event to a large scale 4 year, ongoing partnership between EPS and Gogo.
  • CSRs continue to achieve goal after goal, increasing revenue for Gogo and selling the Gogo service at the gates of the equipped aircraft.
  • EPS continues to work with Gogo to develop innovative technologies, measurement tools, and program structures to advance efficiency, capture clearer and more accurate data and increase ROI for Gogo.

About JESSICA STACKPOOLE

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