Clear the Runway for Growth: Jets.com Streamlines Sales, Operations, and Finance

Jets.com is a leader in the private aviation industry, providing exceptional service from its operational hubs in the United States, United Kingdom, and Brazil. Despite their strong market presence, the company faced significant challenges due to an outdated CRM system and the need for predictability and efficiency in operations, which led to communication barriers and restricted growth potential.

This two-part case study details how Jets.com partnered with Icreon to address these issues through a phased approach.

The first part explores the overhaul of their CRM, which improved internal communication, financial and operational processes, and allowed Jets.com to enhance customer experience. In the second phase, Icreon focused on improving operational efficiency in sourcing flights through automation, predictive algorithms, and data transparency to prepare them for continued success in an evolving industry.

Outdated CRM: The Hidden Hurdle to Jets.com’s Success

The Challenge: Navigating New Horizons: Jets.com's CRM Modernization with Maverick

Jets.com stands as a leader in private aviation, offering top-notch charter flights on demand, alongside their innovative Jet Card service that lets clients purchase flight hours at fixed rates. As they gear up for their next growth phase, they hit a crucial roadblock—their current Customer Relationship Management (CRM) system no longer fits their needs.

Initially, this CRM was the cornerstone for managing client relationships, tracking flight schedules, and handling transactions, but now it falls short. Imagine trying to pilot a cutting-edge jet with an engine meant for a small propeller plane. The existing CRM simply couldn’t meet the demands of a rapidly scaling business.

This limitation stretched across all departments. The sales teams found it increasingly difficult to manage customer relationships, trip planners faced workflow inefficiencies, and the finance department was bogged down by outdated processes. These operational hurdles create communication gaps, leading to bottlenecks and stymied growth.

With no sufficient internal support to fix the aging CRM, trying to solve the issues with quick patches hasn't worked. These temporary solutions don’t address the core problems. Jets.com realizes they need a major upgrade to a more powerful CRM system. This change is not just about keeping up; it's about setting the stage for future growth and smooth operations. By transitioning to a robust CRM, Jets.com can look forward to a streamlined, efficient future, ready to soar to new heights.

The Solution: Built Maverick to Elevate CRM with Modern Design and Scalability

Our approach began with comprehensive tech assessments, which identified roadblocks and areas for growth within Jets.com's existing CRM system. With the implementation of custom-built CRM, Maverick, our team streamlined their three major processes: Jet Card creation, management, and financial operations to streamline operations and enhance client service, ensuring scalability and efficiency.

This intuitive yet powerful CRM seamlessly integrated all facets of Jets.com's business—from client management and trip tracking to financial processes—creating a unified view that enhances communication and efficiency across departments.

Transforming Jet Card Creation:

With a growing clientele, Jets.com required an efficient way to personalize Jet Card offerings. The Maverick CRM simplified the Jet Card creation process, allowing aviation specialists to guide clients in selecting the best option based on their specific travel preferences. This approach enhanced the personalized service that Jets.com clients expect, making it intuitive and efficient for both clients and aviation executives.

Enhancing Management Processes:

Managing Jet Cards more efficiently was a crucial part of the project. We automated backend processes, ensuring clients were billed only for actual flight time—eliminating additional fees traditionally associated with private jet travel. This streamlined approach not only simplified financial management for Jets.com but also provided greater transparency for clients, who could now trust that they were paying a clear, fixed rate without hidden charges.

Streamlining Financial Operations:

Financial operations were further optimized by enabling brokers to independently manage promotional offers, reducing manual processes and improving agility. Maverick's unified, real-time data views allow Jets.com staff to access essential details—such as trip specifics, operator data, and airport details—at the click of a button. This approach streamlined cross-departmental communication, minimized bottlenecks, and set a foundation for long-term scalability and transparency across all of Jets.com’s financial functions.

Through open communication, consistent feedback loops, and a collaborative approach, the Maverick CRM transformed Jets.com's operations, empowering them to deliver a seamless client experience and paving the way for a scalable future.

The Results: Transformative Shift in Operational Efficiency and Customer Service

Partnering with Icreon led to a significant transformation in Jets.com’s operational efficiency and customer service. The implementation of Maverick, a unified system, seamlessly linked all processes across brokers, sales teams, and planners, eliminating bottlenecks and boosting productivity.

Cumbersome manual financial procedures were replaced with automated solutions, enabling the financial team to retrieve data swiftly and accurately. This automation reduced labor-intensive tasks, freeing up time and resources for more strategic activities.

With streamlined processes, the sales team could focus on core objectives without being slowed down by administrative tasks. Maverick’s intuitive design and comprehensive functionality enhanced workflows across all departments, improving internal collaboration and the overall customer experience.

Ultimately, Icreon's Maverick system empowered Jets.com to achieve operational excellence, strengthening its position as a leader in private aviation with superior efficiency and customer service.

Phoenix : Building Predictability and Efficiency in Jets.com’s Operations

The Challenge: The Flight Forward: Overcoming Errors with Automation in Jets.com's Operations

Jets.com's operations heavily relied on sourcing flight options for customers, a process previously managed manually and prone to errors. This careful but manual approach carried the risk of human error, a risk too great for the high standards of Jets.com. Jets.com's internal initiative, the "Phoenix Application," aimed to streamline operations but highlighted the necessity for a fresh, tech-savvy perspective. The project faced significant challenges, primarily related to data transparency and legal compliance. Ensuring all shared data met legal standards and receiving stakeholder review was crucial but difficult to achieve with manual processes.

The operations team’s reliance on excel sheets and external management made it challenging to connect with the right operators at the right price. The absence of a recommendation engine and predictive algorithms limited their ability to provide consistent, accurate operator options. These operational bottlenecks required a more advanced, automated solution to maintain Jets.com’s high standards and boost overall performance.

The Solution: Developed Phoenix System to Transform Flight Sourcing for Jets.com

Icreon addressed these challenges by transforming the Phoenix Application into a fully integrated scheduling operations platform. The new system automated the flight sourcing process, replacing manual tasks with intelligent algorithms that improved efficiency and accuracy. By introducing a recommendation engine with 85% accuracy in operator selection and automating queue management, Jets.com’s operations became more reliable and scalable.

Phoenix was integrated with the Maverick system to synchronize communication between sales and operations teams, ensuring real-time access to shared data and automatic notifications of any updates. Additionally, Icreon’s integration of Avinode marketplace allowed the seamless searching, retrieval, and display of available options within Phoenix, further enhancing operational speed.

Legal compliance was ensured through internal data transparency, metric sharing, and careful stakeholder reviews. This automation and integration provided Jets.com with a more predictable, efficient, and compliant system—enabling them to meet growing demands and maintain their leadership in the private aviation market.

The Results: Phoenix Delivers Predictive Precision and Customer Satisfaction

The scheduling operation platform built on predictive algorithms marked a turning point for Jets.com, automating the flight sourcing process and addressing key operational inefficiencies. With the new system, they achieved 85% accuracy in operator selection. This significantly improved the speed and precision of sourcing, reducing the risk of human error and cutting down the time required for flight management tasks.

As a result, Jets.com was able to respond faster to customer inquiries and offer more competitive flight options, elevating service quality. The integration with Maverick enabled real-time data retrieval and provided predictive insights on flight routes and pricing, further boosting customer satisfaction. Legal and compliance standards were seamlessly met, reducing potential risks.

Internally, employees benefited from a streamlined workflow, moving away from manual tasks to more strategic responsibilities. Customer feedback reflected quicker response times and more accurate flight choices, enhancing Jets.com’s market reputation.

Ultimately, the Phoenix application not only transformed Jets.com’s immediate operations but also established a solid foundation for long-term growth, operational excellence, and competitive advantage in the private aviation market.