Client
The client is one of the leading IT service providers for the airline and aviation industries worldwide. The end customer is Europe’s largest airline group and a founder member of the Star Alliance.
Challenge
The client was looking for a trusted technology partner who can provide production and maintenance support for their airline check-in system as a Managed Service and development support on a T&M basis. Their airline check-in system was used worldwide across 107 countries and 271 stations to daily check-in close to 3500 flights and 0.3 MN passengers. They needed a single source of HR Data and actionable insights from analytics. The challenges were many, as listed below.
- Legacy Applications with Fortran as the programming language
- Very little documentation was available
- Most of the experts were on contract with the end client and not as permanent employees
- Subject matter experts were in multiple geographical locations across continents
- There was general resistance to outsourcing
Solution
Hexaware introduced an SLA-driven managed services offshore/onsite model with production support, maintenance & enhancement of the airline passenger service applications. Our team provided rich support to common IT platform development, migration, and de-migration activities.
- SLA-driven managed services through an Offshore/Onsite model
- Production support, maintenance & enhancement of the airlines’ passenger service applications
- Enabled Check-in through the web, kiosk, and the mobile application
- Provided rich support to common IT platform development, migration, and de-migration activities
Benefits
20%
200%
85% to 99%
Reduction in maintenance cost due to an onsite/offshore model with the same level of services
Improved system stability
Summary
The managed service and development support helped the client benefit from faster time to market and enhanced customer experience. The engagement ensured continuous compliance with IATA standards for all messaging & processing and improved system stability over time. Knowledge management and training added exponential value.
