Saudi Arabian Airlines: supporting business transformation with ICT
Information communications technology (ICT) is crucial to the air transport industry. To support its rebranding, restructuring and improved customer care, Saudi Arabian Airlines looked to Orange Business Services and SITA to upgrade and take over the management of its ICT infrastructure.
A growing regional player for Africa and the Middle East, Saudi Arabian Airlines is headquartered in Jeddah, Saudi Arabia. The airline has been part of the SkyTeam Alliance since May 2012 and travels to nearly 1,000 destinations worldwide. It is supported by a worldwide network of over 255 offices in 55 countries.
In 2009 Saudi Arabian signed a five-year contract to outsource its entire communications, telephony and desktop activities to SITA and Orange Business Services. As part of this initiative, Saudi Arabian Airlines’ existing IT infrastructure went through a complete overhaul and was moved to a robust IP-based environment.
The upgraded information communications technology environment was intended to support Saudi Arabian’s business transformation strategy. It was looking to strengthen its regional presence though rebranding, operations restructuring and enhanced customer services.
By transforming IT, the airline wanted to reduce costs, increase scalability and gain flexibility to easily add new destinations and routes. To achieve this, it needed an upgraded IT infrastructure to support new applications for passenger reservations, flight operations, supply chain, maintenance and repair.
“ICT is one of the major success factors for every airline in the industry,” says Abdullah Al-Saggaf, General Manager of Infrastructure Development & Support at Saudi Arabian Airlines. He says that the IT upgrade has improved customer service, operational efficiency and cost-effectiveness.
The Orange and SITA solution provides an integrated IP infrastructure that carries both voice and data. It supports a range of communications applications such as IP telephony and contact center. In addition, the Orange and SITA solution ensures cost-effectiveness through single sourcing and connectivity optimization.
“Our next steps in collaboration with SITA and Orange will be to explore areas including cloud computing, VDI and social media utilization,” adds Al-Saggaf.
results & benefits
- increased flexibility and scalability
- enhanced passenger experience
- simplified management and lower costs
- support for internal communications
- platform for unified communications (UC), cloud, virtual desktop infrastructure (VDI) and mobility solutions