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Cloud Call Center Community Featured Article

TMCNet: Martin Dawes Systems: Martin Dawes Systems Helps Gogo

[July 14, 2009]

Martin Dawes Systems: Martin Dawes Systems Helps Gogo

Warrington, Jul 14, 2009 (M2 PRESSWIRE via COMTEX) -- Martin Dawes Systems, award-winning vendor of business support solutions (BSS) for the communications industry, today announced that its billing and customer relationship management (CRM) services have gone live with Aircell, the leading provider of airborne communications technology. This follows the successful commercial launch of Gogo Inflight Internet service on major US domestic airlines.


Currently available on more than 420 aircraft operating on short-haul and trans-continental flights throughout the US, the Gogo service turns aircraft into flying Wi-Fi hotspots, enabling customers to surf the Web, check e-mail, instant message and access corporate VPNs. Gogo is accessible via any Wi-Fi-enabled device including laptops and smart phones.

Gogo is available on all Virgin America flights as well as select American Airlines, Delta Air Lines and AirTran Airways flights in all classes, with additional routes and airlines like United, Air Canada and Northwest Airlines joining the line-up every day.

Martin Dawes Systems is responsible for managing Gogo's point of sale, real time transactions, billing processes and CRM functions. In addition, Martin Dawes Systems provides dynamic pricing selection and an integrated web chat facility that enables passengers' choice on the type of offering and real time support from Customer Support Agents. These services are delivered to Aircell as a managed service solution run out of a Martin Dawes Systems data centre in Boston, Massachusetts, US.

Gabriella Vacca, Vice President, Systems & Technology, Aircell commented, "In the digital age, real time transactions and support for airborne customers presents an exciting challenge. Previous inflight communications systems had focused on airborne hardware and pre-defined pricing for communication services. We realized that delivering an excellent customer experience would be critical to the appeal of Gogo. We look at the end-to-end customer experience from initial purchase to the use of the Wi-Fi session and the opportunity for the passenger to use Gogo on future flights. Passengers have a high expectation of what they can do with Wi-Fi access and we have designed a service-oriented architecture to serve and support passengers during their flight and beyond." Vacca continued, "So, alongside our other ground-breaking technology, the Martin Dawes Systems' solution is an integral part of the Gogo service. Their software gives our customers a powerful tool to enable service and access assistance when they need it from real people in real-time. This level of service is enhancing the experience for passengers who have tried out Gogo since the commercial go-live." Barry Dowd, Customer Support Director, Martin Dawes Systems said, "With Gogo, Aircell is realizing the dream of easy-to-use, affordable broadband access in the air. It is a true trailblazer and taking off with airlines and passengers at an impressive rate. We're extremely proud of the role that Martin Dawes Systems is playing in helping to make Gogo a success and a positive experience for US airline passengers." About Martin Dawes Systems Martin Dawes Systems is an award-winning vendor of customer management solutions for communications providers. We enable customer-centric organizations to differentiate and grow by delivering process innovation, service efficiency and optimal business performance across the delivery and management chain.

Martin Dawes Analytics, our data analytics business, is an agile software provider focused on improving business performance.

Martin Dawes Systems' embraces the challenges faced by our customers in striving for positive customer management. We do so quickly, cost-effectively and to the very highest standards.

We have been working with fixed, mobile and internet providers for over 20 years and, as a former service provider, have an unmatched understanding of the demands of the business. Our commitment to quality ensures we meet internationally-recognized quality standards.

Headquartered in the UK, we have offices in the North America, Europe and Asia-Pacific from which we support customers internationally, including Vodafone, BT, O2, and The Carphone Warehouse.

For additional information please visit: www.martindawessystems.com About Aircell Aircell is the world's leading provider of airborne communications. As winner of an exclusive FCC frequency license in 2006, Aircell has built a revolutionary mobile broadband network for commercial and business aviation. In 2008, the Aircell Network and its inflight portal, Gogo , revolutionized the commercial airline passenger flight experience by delivering a robust Internet experience at 35,000 feet. In addition, the Aircell Network provides airlines with connectivity to operations and a path to enhanced cabin services such as video, audio, television and more. A similar feature set is available to Business aircraft operators. Aircell has facilities in Broomfield, Colorado, and Itasca, Illinois. Aircell's vision is to give everyone the ability to stay in touch, in flight . For more information about Aircell, please visit www.aircell.com.

About Gogo Gogo , powered by Aircell, turns a commercial airplane into a Wi-Fi hotspot with true inflight Internet access. Passengers with Wi-Fi enabled devices, such as laptops, smartphones and PDAs, can surf the Web, check e-mail, instant message, access a corporate VPN and more. For more information about Gogo, please visit www.gogoinflight.comor follow Gogo on Twitter: @gogoinflight.

2009 Aircell LLC. Aircell, Gogo and in touch, in flight are trademarks of Aircell or its affiliates. All rights reserved.

CONTACT: Daniel Couzens, Grant Butler Coomber Tel: +44 (0)20 8322 1922 e-mail: Danielc@gbc.co.uk e-mail: mdsuk@gbc.co.uk Lindsey Foots, Martin Dawes Systems Tel: +44 (0)1925 555 350 e-mail: lindsey.foots@mdsuk.com e-mail: press@mdsuk.com ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to info@m2.com.

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