CASE STUDY/ AIRLINES & AIRPORTS

Leading airline saves 25% first year with vendor consolidation and IT optimization

About the customer

Largest domestic air carrier within the United States.

US $20B+ annual revenue

4,000+ departures daily

55K team members

100+ destinations across the United States

"Softtek has established itself as a strategic IT partner, enhancing our ability to collaborate and drive ongoing operational improvement and innovation."

CIO of Airline

Business challenges

Our client embarked on a major expansion initiative and wanted to keep its IT ecosystem ready to withstand the turbulence. It needed a reliable IT support strategy that could ensure 24/7 flawless daily operations of all mission critical infrastructure, achieve incremental cost efficiencies to combat shrinking profit margins, and welcome growth and modernization initiatives.

1

Find a partner with industry expertise to support a complex airline application portfolio.

2

Consolidate vendors with scattered responsibilities and limited ownership into a single-vendor ITO model.

3

Reduce defects in system processes, including tickets, maintenance pods, and reporting.

4

Support a rapidly growing number of flight routes and applications.

How Softtek comes into play

Softtek’s do-it-all solution was geared toward assuming a true partnership approach under a single-vendor managed services model to transform how automation, SRE principles, improved SLAs, and proven process delivery frameworks could continuously improve the airline’s ITO outcomes.

Solution breakdown:
Application maintenance, support, and enhancements
Strategic stabilization via incident log analytics and root cause analysis
An information security component for multi-layer architecture hardening
Automation initiatives for self-healing, monitoring, and intelligent alerts

Solution stats:
Full transition and ramp-up of 400+ nearshore and stateside professionals in less than six months
Agile maintenance pods to manage 300+ applications (25% of which are required to fly) and 20,000+ servers behind the entire value chain (eCommerce, reservations, customer loyalty, cargo, revenue management, and mission-critical flight systems)

Business impact

This partnership has afforded the airline plenty of legroom for business growth by supporting the infrastructure behind safe and efficient flight operations and instilling a continuous improvement mindset for new customer-focused capabilities through IT savings.

25% first-year IT operations savings.

Reduced critical incidents by 90% and normal incidents by 32%

Reduced service requests by 50% through automation and incident log analytics.

Zero business disruptions during transition and ramp-up.

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