Improving Operation Efficiency with a Smooth PSS Migration for a UAE Airline
Overview.
Our client, a major UAE airline, wanted a smooth PSS (Passenger Service System) migration seeking ways to improve their operational capabilities and customer experience. PSS migration, a cutting-edge solution, offers a bouquet of features & benefits. At the same time, the process is complex and, time-intensive and demands careful planning to minimize disruptions during transition. Coforge set up a dedicated program management office to coordinate across multiple departments, aimed to ensure a hitch-free migration.
The client wanted to migrate their existing PSS service to Amadeus Altea, a popular passenger service system preferred by many airlines across the world. The migration of core passenger service operations to the Altea platform was a technology transformation for the airline. Moreover, the highly complex program calls for careful data migration, system integration, and testing. Our client wanted to minimize any risk in this undertaking and was seeking a smooth transition.
Solution.
Devising the Layout: Coforge architected an all-encompassing program with end-to-end System Integration Services across 20+ domains including Reservations, Fares, Schedules & Availability, Ancillaries, Ticketing, Seating, Merchandising, Disruption, Passenger Processing, Frequent Flyer, and Messaging. The program covered seamless integration for over 50 impacted applications.
Program Management Office Set Up: For successful PSS migration, Coforge set up a Dedicated Program Management Office which performed the following tasks:
Facilitated and coordinated various activities across all stakeholders including the client, airline partners, airports, and 20+ vendors
Maintained and ensured project management standards
As a “System Integrator”, Coforge delivered the following solutions:
Architecture & Design for new PSS landscape
Business Process Alignment & Re-engineering for process mapping
Middleware development covering interfaces for 50+ impacted applications
End-to-end testing covering business process, regression, integration, non-functional, and automation testing
Data migration and cutover to the new PSS platform
24 × 7 Premium Hyper Care Helpdesk
The Impact.
Coforge successfully completed PSS migration for an airline with 20+ business areas and 20+ vendors.
We managed a large and complex System Integrator and transformed the operations of our client by delivering the following results:
100% on time delivery of solutions across 67 airports across multiple digital channels.
Migrated 1.5+ Million PNRs, 1.3+ Million Tickets and 200 K+ EMDs.
30% reduction in call handling time with Business Process Optimization across 20+ areas for 6 contact centres.
100+ business processes streamlined and automated.
30% reduction in testing efforts (based on accelerators & tools with 11,000 ready test cases).
Set up the Learning Management System (LMS) to train 2,750 staff in different areas.
Is your old PSS platform affecting the operational efficiency of your airline? Coforge has delivered 10+ successful & seamless PSS migration for leading companies in the world. Contact us today
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