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Digital hub and PMO help Mexican airline develop a reliable and inspiring traveler experience

Agile Portfolio Evolution | NextGen IT Operations


About the customer

Leading Latin American airline serving the Americas, the Caribbean, Europe, and Asia.

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10K+ employees

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Multi-year standing in Latin America’s top 10 airlines

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100+ destinations

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600+ daily flights


Business challenges

The airline faced challenges in accelerating digital product delivery and strengthening its project portfolio management office (PMO). The organization was slowed by outdated processes and needed a change in its organizational culture.


Strengthen the PMO for better project analysis, evaluation, and guidance.


Minimize delays in turning business initiatives into digital products.


Shift organizational culture to accommodate new evaluation processes for technology projects.


Implement Agile processes across multiple software development vendors for more efficient project execution.


How Softtek comes into play

Softtek acted as a robust provider managing multi-vendor ecosystems, implementing a digital governance program and an end-to-end digital hub to tackle the airline’s business challenges.

Digital governance program scope: Evaluated 8 IT areas, 4 functional areas, and 60 stakeholders to implement a complete digital governance program with built-in best practices.

End-to-end digital HUB: Focused on accelerating digital product development and customer experience by analyzing, developing, and technically testing business requirements.

Single DevSecOps strategy: Provided best practices in digital architectures and integrated a single DevSecOps strategy for components into multi-endorsed developments.

Quality assurance and testing HUB: Implemented rigorous testing protocols and intelligent test automation to ensure optimal functionality, reduce time to market for new digital products, and optimize IT operational costs year over year.

Application maintenance and support: Offered 24/7 support and updates to maintain a seamless digital experience for passengers across the airline’s different digital channels.

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Business impact

The digital hub and digital governance program have improve the airline’s ability to prioritize projects and accelerate digital product delivery for travelers, resulting in increased productivity and enhanced passenger experience.


Increased digital product delivery capacity to its digital channels threefold.


Matured its Agile Development Processes and evolved technology ecosystems for a consistent and reliable IT operation.


Achieved the ability to create personalized marketing strategies for passengers focused on the experience before, during, and after travel on any digital channel.


Implemented an innovative PMO methodology, optimizing operational efficiency and driving success in airline cost optimization and profitable projects.

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