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CASE STUDY / TRANSPORTATION

U.S. Airline Increases Customer Satisfaction by 95% by Boosting Operations

Softtek Improves Business Operations and Satisfaction through Digitization Operation Platform.



About the customer

Top US Airline flying to over 120 destinations.

8,000
Million Annual Revenue

 

20,000+
Employees

240
Airplane Fleet

1,000
daily flights to over 120 destinations

42M
passenger/year

 

Business challenges

The airline has IT systems that are complex to maintain resulting in expensive and time-consuming changes. In addition, technology errors caused disruptions to business and operations. The IT ecosystem complexity paired with tremendous business growth prompted the airline to recognize the need to transform digital platforms, IT support and operations.

 
1

Business and operation disruptions resulted in unacceptable delays in resolution times.

2

Manual IT and operations processes illustrate the need for an automated solution approach.

3

Need to digitize business and improve operational processes.

4

Lack of visibility on complex IT issues forced crewmembers to take on additional manual efforts.

5

Complex ticket management solution using three different platforms.

How Softtek comes into play

The airline tasked Softtek with modernizing and transforming their IT service management process and IT landscape. Within 14 months, Softtek implemented modern IT operation technology and solutions, including ServiceNow, IT operations orchestration, and advanced service automation capabilities, including self-service and virtual agents.

Provided consulting service by reviewing IT processes and identified operational improvements.

Softtek consolidated all IT process into one single, cloud-based platform and database providing a single source of truth.

Executed Digitalized IT Governance to achieve operations objectives in the development of process workflows.

Driving a platform and culture of Continuous Service Improvement.

Group 385

Business impact


95%

increase in satisfaction for customers and crew members

52%

IT crew members spend 52% less time bridging, improving workflow efficiency

50%

more incidents identified and resolved compared to the previous year

70%

reduction in expedited changes through Change Management

3,000

Improved problem solving efficiency, enabling 3,000 knowledge articles

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