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Redefining Airline IT Support with Global Solutions & Local Impact

Client Description

An international airline group that is recognized for its comprehensive services in the aviation industry, including passenger and cargo transport, aircraft maintenance, and logistics. Its extensive flight network connects numerous destinations around the globe, facilitating both business and leisure travel. Committed to innovation and quality, the company continuously enhances customer experience and operational efficiency. Sustainability is a core focus, with efforts to reduce its carbon footprint and promote environmentally friendly practices. Additionally, it provides training and professional development for aviation personnel, underscoring its role as a major contributor to international air transport and industry standards.

Challenges

AVASO’s partner, a Managed Service Provider (MSP) was awarded a multi-year contract to provide Hardware, IT Support, and related ancillary services across the globe for its airline client. Because of the unique logistical requirements of the end-client, there are inherently a number of hurdles and caveats in supporting the market, including:

  • High Level Expectation in meeting the Prime Contractor’s Global Contract Requirements

  • Extensive SLA requirements to remediate support and sustain operations, globally

  • The capability of getting tech resources pre-screened for controlled access at Airports

  • Staging and Configuration Support, regionally

The Results

  • 77 Countries where AVASO is providing support on behalf of our client
  • 366 Unique Site Locations
  • 100% Percentage of Sites where AVASO has been tasked and is able to support SLA Requirements

Solution

AVASO was brought in by our partner to support the global effort outside of the partner’s reach in Europe. AVASO reviewed the business requirements of the contract requirement and enabled a solution that effectively ensures local resources are ready to support operations as they may present challenges during the course of the week. This model, called Ready Fee, ensures that technicians are available to be dispatched at covered sites without a prohibitive cost structure. At the onset, AVASO was tasked with supporting the rollout of new technology at many of the sites with direct badged resources on behalf of our partner. Additionally, these services can be expanded beyond dispatch to support depot operations in region as an extension of the prime contract holder. All of this was designed from the very beginning to the Partner’s contract requirements with the airline.

Benefits

  • Integrated ITSM: Direct connectivity between the Prime Contractor and AVASO offers a seamless methodology for ticket creation, support, and resolution with full visibility to the Client.

  • TIGER Team Approach: AVASO supported the rollout of product with a team of technicians that were cross-trained on project requirements and the client’s expectations for throughput and support. By extension, members of the team trained local resources onsite to expand the knowledge base.

  • Dedicated PMO Support Team: From the outset, AVASO established a dedicated project management support team assigned to this contract and further push local teams to improve customer satisfaction.

  • Global Standard: Effectively an extension of the Prime Contractor, AVASO has modelled a solution on the client’s accepted approach which has elevated the service delivery outcomes and enabled higher internal CSAT scores.