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Miles & More/ Lufthansa

Transforming from a frequent-flyer to lifestyle program with 300+ partners needs a user-friendly loyalty management tool

Miles & More has been Europe's leading frequent flyer program for 25 years. Participants can collect and redeem award miles worldwide from around 40 airline and 300 non-air partners, all of which is supported by LMS, our powerful and stable loyalty management software. We take care of the operational side around the clock and strongly support the further development of the program platform.

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Miles & More/ Lufthansa

Transforming from a frequent-flyer to lifestyle program with 300+ partners needs a user-friendly loyalty management tool

Miles & More has been Europe's leading frequent flyer program for 25 years. Participants can collect and redeem award miles worldwide from around 40 airline and 300 non-air partners, all of which is supported by LMS, our powerful and stable loyalty management software. We take care of the operational side around the clock and strongly support the further development of the program platform.

„ We expect our loyalty management solution to provide high quality, continuous development and maximum stability. LPS makes precisely this contribution and has become a trusted partner thanks to its professionalism, expertise and reliability. This benefits our Miles & More members, but of course also us as a company. Thanks to our reliable loyalty management system, I can sleep through the night without any worries.“

Harald Deprosse, Managing Director , Miles & More GmbH

36

million members
The number of members enjoying the benefits of Miles & More.

40

airline partners
Members can earn and redeem award miles, including all 26 Star Alliance airlines.

270+

non-air partners in hospitality, mobility, financial services, entertainment and shopping are included in the program.

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Miles & More

Europe’s leading frequent flyer program
is a subsidiary of Lufthansa AG

Miles & More is Europe’s largest frequent flyer and rewards program. With over 25 years of  experience and close partnerships with over 300 companies worldwide.
As an expert in customer targeting and retention, the company has developed into a strong brand in a variety of areas including the award business, program operations, status management and offers. In this context, Miles & More constantly expanded its service portfolio with an focus on sales, retail and finance. As a fully-owned subsidiary of Deutsche Lufthansa AG, Miles & More GmbH has been an independent company since September 2014.

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Main Challenges

Situation/ Wishlist

  • The legacy loyalty platform with a complex landscape of 120+ interfaces needed a completely technical redesign
  • The new platform capabilities must support the company’s strategic goals of digitization and customer centric loyalty processes.
  • The business team must be able to configure new currencies, status levels, sub-programs and services independently and quickly and flexible.
  • The legacy platform needed an easy and smart onboarding and management tool for the extensive partner ecosystem of over 300 air and non-air program partners.

Solution

  • A loyalty Managent Suite whos functions and capabilities could be continuously expanded and customized to the specific requirements and framework conditions of Miles & More and the Lufthansa Group
  • Continued enhancement and optimization to ensure a largely automated and efficient loyalty system with a high level of technical and functional maturity.
  • Seamless customer experience through real-time processing of transaction data to deliver a best-in-class customer journey.
  • Operational Monitoring for maximum availability, thanks to a 24/7 service, the team can respond to short-term changes in a fast, solution-oriented way.
  • Highest stability & reliabilty as a result of State-of-the-art conceptual planning, excellent software development, and unique implementation and management skills by LPS .

Main Challenges

01

The legacy loyalty platform with a complex landscape of 120+ interfaces needed to be completely redesigned to support the company’s strategic goals of digitization and customercentric loyalty processes.

02

The Miles & More Business team is able to configure new currencies, status levels, subprograms, and benefits independently and quickly to enable flexible program adjustments.

03

The Miles & More Business team is able to configure new currencies, status levels, subprograms, and benefits independently and quickly to enable flexible program adjustments.
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Convinced by loyalty know-how and technical features

Miles & More needed to replace its legacy loyalty system with a future-proof, state-ofthe- art loyalty platform that could accommodate the program’s growing partner and member network. The solution had to also offer the robustness, reliability, and configurability needed to meet the demands of the program’s discerning membership base.

Our Challenges

Miles & More works with LPS in a variety of business areas

  • Miles & More commissioned LPS to redesign the Miles & More loyalty platform from the ground up based on its Loyalty Management Suite (LMS).
  • The new loyalty management system’s key function is bundling all customer acquisition, retention, and development processes into one solution. To do this, the system has to integrate with more than 120 interfaces of the peripheral Miles & More IT infrastructure and the Lufthansa Group’s IT landscape.
  • LPS has been supporting Miles & More GmbH as a service provider and consultant since the renewed platform’s successful go-live in early 2012.
  • The revamped LMS-based loyalty solution for Miles & More was delivered in SaaS mode from its launch. As a SaaS provider, LPS handles the loyalty platform’s operation, continuous development, and maintenance of both processes and IT systems.

Results

Seamless migration

LPS successfully migrated extensive data sets with member and transaction data from the Miles & More legacy solution to the new LMS-based loyalty platform

Operational excellence

LPS has demonstrated outstanding operational performance, ensuring the highest levels of stability and reliability with a 24/7 available operations team

Flexible scalability

LMS’s broad scalability smoothly handles the rapidly growing member and partner base of Miles & More

Frictionless integration

LMS enables real-time data exchange with surrounding systems and frictionless integration with more than 300 Miles & More partners, regardless of their IT infrastructures

Future viability

LPS’s consulting services and unique industry experience have supported the continuous development of Europe’s biggest airline loyalty program

Program-specific expertise

Extensive expertise with airline loyalty programs and the underlying IT and business processes means LPS can create unique value through program development initiatives and consulting services

Thanks to LMS, the Miles & More team to grow its loyalty business by driving member engagement and by expanding its partner network, both at lower cost.

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More Information

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Contact

Loyalty Partner Solutions GmbH
Theresienhoehe 12
80339 Munich

info@lpsolutions.com

+49 89 96 16 09 - 0

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