United Airlines and Gap see Digital Transformation Success with PwC and Salesforce

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New York, Thursday, March 29, 2018 – PricewaterhouseCoopers (PwC) today announced that it has helped United Airlines deliver an even stronger corporate travel experience, and Gap Inc. create a consumer-centric purchasing experience.

For this work, PwC was named the recipient of Salesforce Partner Innovation Awards in Retail and Travel & Transportation categories. The awards were presented to PwC at Dreamforce 2017, the most inspiring technology event of the year and the world's largest gathering of Trailblazers.

United Airlines. In less than a year, PwC helped United Airlines develop and deliver an even stronger experience for its corporate and agency travel customers. Led by PwC Principal Ian Kahn, the team utilized Salesforce technology to help implement Jetstream - a revolutionary, one-stop-shop for travel management and billing. Back-end processes were streamlined, manual processes removed, and revenues enhanced through the new platform capabilities. This project utilized Salesforce Sales Cloud, Community Cloud and Marketing Cloud. It consisted of 1,000 Sales Cloud users and a customer community of approximately 138,000.

Gap Inc. Gap was looking to integrate its omni-channel properties into one digital consumer conversation. With the help of PwC, Gap is now delivering an even more connected experience to its customers, enabled by a responsive, unified, online presence. Gap is now utilizing Salesforce to obtain a 360-degree view of its customers. This project utilized Salesforce Service Cloud, Knowledge, Chatter and Live Agent products. This project consisted of 1,000 Service Cloud users.

Comments on the News

  • “Our digital transformation approach helps give companies a competitive edge. It’s about helping companies run even better, to more effectively serve their customers. And that’s good business,” said Cornel Nolte, PwC’s Global Salesforce Leader. “We help our clients enhance end user experiences that keep, and grow, their customer base,” Ian Kahn, PwC’s Partner and Consumer Markets Salesforce Leader.
  • In announcing Jetstream in March 2017, United Airlines’ Senior Vice President of Worldwide Sales, Dave Hilfman, said, “We are completely reimagining the corporate travel experience for our customers.”
  • “The Salesforce Partner Innovation Awards recognize the incredible work performed by our partners, and their dedication to delivering customer success,” said Tyler Prince, Executive Vice President, Worldwide Alliances and Go-to-Market Innovation, Salesforce. “In this age of the customer, it’s imperative that companies focus on customer success. It’s not only a customer expectation, it’s a vital component of a company's long-term success strategy.”

Salesforce, Service Cloud, Community Cloud, Marketing Cloud and others are among the trademarks of Salesforce.com, inc

About United Airlines

United Airlines and United Express operate approximately 4,500 flights a day to 337 airports across five continents. In 2016, United and United Express operated more than 1.6 million flights carrying more than 143 million customers. United is proud to have the world's most comprehensive route network, including U.S. mainland hubs in Chicago, Denver, Houston, Los Angeles, Newark/New York, San Francisco and Washington, D.C. United operates 751 mainline aircraft and the airline's United Express carriers operate 489 regional aircraft. The airline is a founding member of Star Alliance, which provides service to more than 190 countries via 28 member airlines. For more information, visit united.com, follow @United on Twitter or connect on Facebook. The common stock of United's parent, United Continental Holdings, Inc., is traded on the NYSE under the symbol "UAL".

About Gap Inc.

Gap Inc. is a leading global retailer offering clothing, accessories, and personal care products for men, women, and children under the Gap, Banana Republic, Old Navy, Athleta, Intermix, and Weddington Way brands. Fiscal year 2016 net sales were $15.5 billion. Gap Inc. products are available for purchase in more than 90 countries worldwide through about 3,200 company-operated stores, about 450 franchise stores, and e-commerce sites. For more information, please visit www.gapinc.com.

About PwC

At PwC, our purpose is to build trust in society and solve important problems. PwC is a network of firms in 158 countries with more than 250,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at www.pwc.com.

PwC refers to the PwC network and/or one or more of its member firms, each of which is a separate legal entity. Please see www.pwc.com/structure for further details.

© 2018 PwC. All rights reserved.

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Will Hodges

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