16+ Years Managed service partner for a leading Travel Technology Provider with 400+ people to support 20+ product implementations.
Overview.
One of the World's leading specialists in air transport communications and Information Technology (IT) partnered with Coforge to address new regulations and challenges in flight management, check-in, and border control. The collaboration aimed to reduce their cost of IT operations and were looking for a reliable partner with strong knowledge of the aviation industry to successfully maintain their IT applications estate with a predictable & SLA driven model and improved operational efficiencies and to create a comprehensive portfolio of services, including application development, implementation, and management.
A complex systems landscape with varied technologies and a lack of platform support made it challenging for the client to maintain their systems and run operations smoothly. Key challenges included:
High cost of operations
Lack of 24*7 support
Lack of SLAs and ticket resolution timelines
Exceeding tickets backlog
Compliance issues due to industry’s changing regulations
Solution.
Coforge operates an Offshore Development Center in Noida, providing comprehensive services for aviation applications. These include development, testing, support, and maintenance for flight management, check-in, and border control systems across various countries. The portfolio includes application development, implementation and manage services supporting applications across their end-to-end passenger travel journey and covered domains:
- Airports AODB and AMS (Resource Management),
-Airline PSS, Passenger Processing and Border Management
-BI & Reporting for Airport operations
As part of these projects, Coforge took complete Ownership of:
Engagements across Airports AODB, AMS, Passenger Processing and Border Management
Participation in Product roadmap definition
QE & Testing COE for SITA products
Independent testing of product versions and rewrite for technology upgrade
Implementation and UAT support for clients Additionally, as part of the managed services model, Coforge enabled:
300+ people supporting development, Support, Testing, CoE, and Infrastructure services.
L2, L3 and L4 Services.
20+ product implementations including customizations and configurations
24*7 production support on call support for business-critical applications.
Dedicated Program Management team from Coforge and Client with a calendared review of Dashboards on a fortnightly basis at the engagement level.
Drive for Continuous Service Improvement and sharing of value-adds quarterly.
A necessary cross-skill training process has been set up.
The Impact.
Automation regression testing reduces two weeks' cycle time to one. Reducing the effort and cost of testing teams to 50%.
Competitive costs by increasing the productivity by > 10%.
Proactive monitoring to identify issues and resolve them through automated tools resulting in near ZERO downtime of applications.
Cost effective – > 90% of the team operates from India.
200+ resources ramped up in a very challenging timeline.
More than 90% of defects were found and fixed in-process. Low defect leakage.
Faster rollout time with less cost for new implementations.
To know more about our game-changing solution, connect with us at travel@coforge.com
