The Next-Gen Airline System for Customer Experience Transformation

The Next-Gen Airline System for Customer Experience Transformation

One of the largest airlines in North America faced challenges with a legacy mainframe based Departure Control System (DCS) that resulted in a disjointed passenger experience. The monolithic architecture system was not scalable and functionality enhancements took time to get production ready leading to unforeseen bottlenecks. Airline agents at departure control kiosks felt the need for a “Unique” and “Modular” system that can process and manage information seamlessly for passenger check-in, boarding, baggage acceptance, load control and airport checks.

Hexaware’s blueprint for re-engineering the system was to design an intuitive application that would empower agents to check-in passengers efficiently leading to a superior customer experience.  A rich graphical UI, responsive design and use of common APIs helped the airline get a unified view of their customer that was holistic and all encompassing. The new generation system resulted in simplification of processes that positively impacted user experience, performance, travel document processing and boarding management.

Key Benefits

The legacy modernization exercise resulted in

  • 80% reduction in time to market of new product features
  • Zero downtime during monthly application upgrades
  • 80% effort reduction in on-boarding new customers
  • Access to a unique and modular system for kiosk agents

Read this compelling story to discover how we helped one of the leading North American Airlines enhance the customer experience through legacy modernization.

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