The Web app that Omniserv has developed is optimised to work over 3G, meaning the employee is truly mobile. The system empowers the employee by presenting relevant information to the employee based on the role they are performing at the airport.
OmniServ, the UK division of AirServ Corporation, acquired Blackjack in August 2013 following the award of the Passenger Service Ambassador contract at London Heathrow, and the alliance has focused on using new technology to deliver a higher level of customer service.
The software, which is designed for use on electronic devices such as iPads, has been created to enable OmniServ staff to engage with customers in the airport environment without interrupting the service delivery with lengthy and complex feedback and data capture reports. It has been designed with a view to connect the workforce across all terminal and locations throughout the departures, arrivals and connections journeys.
The goal was to allow for key information to be passed between staff at different locations across the airport to enable proactive preparation for sudden influxes of passengers and dynamic deployment of resource.
“The app enables the employee to engage with the passenger no matter what language or question asked. We use a version of google translate to enable the employee to communicate and allow internet searches to insure we are always ready to help,” described Antony Marke, Director Passenger Services at OmniServ.
OmniServ and Blackjack worked with London Heathrow to fine-tune the software, which includes unique staff members logins; a ‘Frequently Asked Questions’ section; a ‘Shift Impactors’ section, which provides a quick way of logging anything that impacted service delivery during the shift; the ability to share and promote the Heathrow app; and an ‘Incidents’ function, which includes an automated email alert to the relevant health and safety department when necessary.
