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About Lufthansa Digital Services

Product Management Digital Services is responsible for the quality of the Lufthansa Group's digital services. This includes, for example, online and mobile check-in, self-service bag drop and many other services. Customer satisfaction is at the heart of the further development of existing services and the design of new ones. For this reason, the projects carried out in this area are usually not purely IT projects, but also include accompanying measures such as marketing, communication and change management.

Challenge

Implementation of digitization projects to improve the customer experience

Solution

  • Pilot project to evaluate new technologies and processes in the area of baggage handling machines
  • Optimization of the user interfaces of existing baggage handling machines
  • Standardization of processes within the Lufthansa Group
  • Provision of airport maps in the Lufthansa app
  • Establishment of an iBeacon infrastructure for the provision of location-based services

Our services

  • Conception and implementation of measures to improve digital services
  • Coordination of the necessary measures with the Lufthansa Group
  • Specification of necessary changes in coordination with IT
  • Supporting the implementation and acceptance of changes
  • Conception and implementation of marketing and communication measures

Customer benefits

  • Successfully planned, coordinated and implemented projects in the Lufthansa Group
  • New machines and optimized processes simplify the process and speed up baggage handling
  • Significantly higher customer satisfaction when using the machines and digital services
  • Inspiration, orientation and indoor navigation at airports

Discover more surpluses

Success Story

Backend development for the DAK app

DAK-Gesundheit is not only one of Germany's five largest statutory health insurance providers—it is also a company steeped in tradition. DAK-Gesundheit is a self-governing public-law corporation. It is based on the principle of solidarity and has 5.5 million insured members and around 300 offices nationwide.

Success Story

Digital assistance for BG BAU

BG BAU offers a wealth of valuable information on its website, but this is often difficult for users to find – both via the internal search function and via external search engines. In addition, the service hotline is only available at certain times, which is a particular hurdle for employees with limited availability. Another problem is the language barrier, which makes it difficult to access important information.

Success Story

Digital prevention for greater safety

BG ETEM relies on digital prevention: With a new intranet application for managing hazardous substances, creating risk assessments, and accident management, safety in companies is ensured more efficiently and in compliance with legal requirements.

Success Story

Efficient modernization: The core system of BG Phoenics

BG Phoenics is modernizing its core system with a service-based application landscape. Innovative technologies such as Angular and a SAFe-based approach are being used to efficiently digitize business processes—from member management to payment processing.

Success Story

Efficient input management for BMW BKK

BMW BKK worked with msg to optimize its input management and achieve significant efficiency gains. Through comprehensive analysis of the current situation, targeted process adjustments, and future-oriented architecture, dark processing was increased by over 75% and TCO was significantly reduced. Successful change management ensured that all stakeholders were able to actively participate in shaping the transformation.

Success Story

TK-Safe electronic patient records

Techniker Krankenkasse (TK) is Germany's largest statutory health insurance provider with 11.6 million members and is considered a pioneer in the digitization of healthcare. It offers its members innovative digital health services and apps to support prevention and health management.

Success Story

Development of a service app

VIACTIV health insurance is taking a decisive step into the digital future: the new service app makes it easier to access healthcare services and makes the administration of insurance matters more efficient.

Success Story

Funding project: Digitization of maternity logbooks

AOK NordWest and msg are digitizing maternity logbooks to improve prenatal care. The web and app solution securely and efficiently connects expectant mothers, midwives, and doctors. The goal: to reduce premature births, increase breastfeeding rates, and optimize healthcare.