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OmniServ launches innovative web app for employees to improve the end-to-end airport experience for passengers

OmniServ’s new web app ensures employees are truly mobile

OmniServ, a subsidiary of Air Serv & ABM, and one of the UK’s leading airport service providers, has launched an innovative web app for employees to present relevant information to passengers based on the role they are performing at the airport.

Developed by OmniServ, the web app has been optimised to work over 3G and the software designed for use on electronic devices such as iPads.

The app has been created to enable OmniServ staff to engage with customers in the airport environment without interrupting the service delivery with long and complex feedback and data capture reports. It was designed with a view to connect OmniServ’s workforce across all terminals and locations throughout the departures, arrivals and connections journeys.

Key features of the new app include unique staff member logins; a ‘Frequently Asked Questions’ section; a ‘Shift Impactors’ sections 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.

Antony Marke, Director Passenger Services, OmniServ, says: “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 ensure we are always ready to help.”

The goal with the new app is to enable staff to share key information from different locations across the airport to enable proactive preparation for sudden influxes of passengers and dynamic deployment of resource.

OmniServ acquired experiential and staffing agency Blackjack Promotions in August 2013 following the award of the Passenger Service Ambassador contract at London Heathrow. This is the first step from the alliance in line with its focus to use new technology to deliver a higher level of customer service and improve the end-to-end passenger experience for passengers travelling through the airport.