About Air Charter Service (ACS)
Air Charter Service (ACS) is a global air charter company with 27 offices worldwide. They provide commercial aircraft, cargo, and private jet charter solutions.
The company specialises in tailor–made air charter solutions for any request, ranging from flying Premier League football teams to transporting outsized loads of cargo and organising VIP trips. ACS continues to grow and now generates revenue of more than a billion dollars, arranging over 23,000 full charter flights per year. Their mission is simple: to deliver service beyond expectations.
ACS has small company values for its global–scale business. With ACS’ founder being the son of a pilot, the passion for travel runs deep within the company. Exceptional customer service is extremely important to them, with their travel experts delivering a high-end professional service to all their customers.
Since the outbreak of COVID-19, ACS has seen a huge increase in demand for their services. The areas where they saw immediate uplift included repatriation charter flights, cargo shipments delivering contracted Personal Protective Equipment (PPE) for governments, and newsletter subscriptions to receive ACS travel restriction updates.
As a result of this surge in demand, ACS required extra support to create hyper–personalised communications, as well as deliver regular up-to-date travel restrictions and showcase their latest packages and flight availability, while pivoting their digital strategy to a more automated approach.
With the help of Mapp Cloud and their agency Firefly, ACS now has a unified and cohesive ecosystem for sending hyper-personalised, targeted, and relevant messages to their customers based on unique information from:
Enquiry emails: ACS is now able to send online enquiry confirmation emails instantly through Mapp Engage and monitor the results. These emails were previously being sent through the website, but with the help of Mapp, all data is now being fed into the platform in real-time.
Nurture programme: ACS is now able to feed these contacts and data straight into their nurture programme, ensuring a continuous and trackable customer journey. This change has made everything more controlled and timely.
Welcome journey: ACS has implemented a new welcome email design across all of their English-speaking offices, utilising dynamic content to handle the large number of variants. While this welcome journey is still relatively new, the comparison between the old and updated versions has shown a phenomenal increase in engagement: