The Situation

When Delta Air Lines announced its intent to acquire Northwest Airlines, one of the company’s challenges was merging its own SkyMiles customer loyalty program with Northwest’s WorldPerks program. A main objective was avoiding common mistakes made by other merging airlines that alienated customers. And a critical factor for a successful merger was re-credentialing the 11.8 million WorldPerks members.

Applying Our Capabilities

IWCO Direct created a fully-automated production platform for credentials mailings that ensured quality, accuracy, and compliance with postal regulations. The format also drove postal optimization for the launch of the combined customer loyalty program while managing the two airlines’ programs side-by-side during the transition.

The Results

IWCO Direct developed more than 30 creative packages for the combined program that resulted in more than $3.8 million in annual postage savings. The two programs ran error-free for the first year of operation, and more than 11.8 million WorldPerks members were re-credentialed with zero quality errors, which met or exceeded all objectives established by the integration team.

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Services Used