25+ years of engagement with a Dedicated offshore development for a leading International Airline group with 600+ people supporting 90+ projects

Challenges.

Complex systems landscape with varied technologies and lack of platform support made it challenging for the airline 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.

To address the multiple issues, the client partnered with Coforge to design a model that allowed users to harvest unique service values and increase the serviceability of their systems.

A Dedicated Development center (DDC) was set up which is being run out of Coforge offices in Noida and Mumbai to provide digital, application development, maintenance, modernization, and testing services support. Coforge took total Ownership of more than 50% of their IT estate and currently has 300+ people working in :

• 90+ projects in various IAG OpCos across BA.com, Customer, Commercial, Operations, Payment, KITC, and Security, VAPT domains 
• Digital & Product Engineering COE 
• Agile model aligned to BA ways of working 
• Cloud transformation, IT productization with apps like New Gen Kiosk, Disruption app 
• Supporting 345 applications, 443 DB, 10612 Servers 

Additionally, as part of the managed services model, Coforge enabled :

• Smooth transition of services based on Coforge’s MAP.AMS framework (Model for Assured and Predictable Application Managed Service). 
• SLA’s aligned to priority based on impact / urgency, consistent across all applications  
• Multi-lingual delivery model for local language supported as Spanish  
• Critical incident management setup for .COM applications (including campaigns)  
• KM setup to handle typical high priority tickets around booking and check-in, payment failures, loyalty redemption, and cross skilling resources   

• Created an Oracle-based smart data warehouse across all major subject areas of Bookings, Tickets, Sales, Inventory, Flown etc. 
• 24x7 load and has multiple Dashboards and Forecasting including forward Bookings 

The Impact.

• Delivered 35% reduction in operations cost due to technology rationalization, and leveraged 85% offshoring   Increasing efficiency by up to ~90%  
• ~30% increase in BA.COM bookings, ~22% in IB.COM due to Higher availability of.COM applications (up by 2%)   
• Reduction in incidents (~10%) due to proactive business KPI and logs monitoring  
• 100+ CSIs (Continuous Service Improvements) delivered as part of Managed Services   
• Rollout of Next Gen Touchpoint solution on cloud for over 55 airports with 97% success rate of transactions. 

To know more about our game-changing solution, connect with us at travel@coforge.com