The client is a leading global provider of products, services and solutions that help enhance passenger onboard experience. The $3 billion organization caters to more than 350 million passengers every year. It operates in 6 continents, 32 countries and 124 locations with more than 27,000 employees.

ABOUT THE CLIENT

Case Study

© Hexaware Technologies. All rights reserved. www.hexaware.com

Leading Global Onboard Services Provider Implements Hexaware Solution for Enhanced Passenger Experience

The NeedThe client wanted to enhance the passengers’ onboard experience and provide transparent, round-the-clock services to end users across the globe.

It also wanted to improve and standardize the IT processes of its global and regional units. In an industry which scales requirements up or down in response to changing business scenarios and seasonal spikes, the client wanted a ready-to-scale IT landscape.

The SolutionHexaware’s innovative solution transformed the traditional service desk into a global integrated service hub, aligned with global and regional business needs.The key features of the solution were:

Client Benefit

Infrastructure Management Service

Delivering cataloged services as an as- a -Service model

Billing based on units consumed, for example, per ticket, per user, and per DB instance

Using a multilingual. integrated follow-the-sun model

With 99.99% service availability, the client was able to provide its customers with a differentiated and compelling onboard experience. The agile, resilient and scalable workplaces services delighted the customers.

The use of standardized processes and the availability of transparent information improved reporting, enhanced risk management, and facilitated better decision making across the global business.

The ready-to-scale IT infrastructure, which is completely responsive to business change, improved business agility significantly.

About Hexaware

Hexaware is a leading global provider of IT, BPS and consulting services. The company focuses on key domains such as Banking & Financial Services, Capital Markets, Travel & Transportation, Hospitality, Healthcare, Insurance, Manufacturing and Consumer. Hexaware focuses on delivering business results and leveraging technology solutions by specializing in Application Development & Maintenance, Enterprise Solutions, Human Capital Management, Business Intelligence & Analytics, Quality Assurance and Testing Services, Infrastructure Management Services, Digital and Business Process Services. Founded in 1990, Hexaware has a well-established global delivery model armed with proven proprietary tools and methodologies, skilled human capital and SEI CMMI-Level 5 certification. For additional information logon to: www.hexaware.com

Case Study

© Hexaware Technologies. All rights reserved. www.hexaware.com

Infrastructure Management Service

India Headquarters152, Sector – 3 Millennium Business Park‘A’ Block, TTC Industrial AreaMahape, Navi Mumbai – 400 710Tel.: +91-22-67919595Fax: +91-22-67919500

APAC Headquarters180 Cecil Street, #11-02, Bangkok Bank Building,Singapore 069546Tel.: +65-63253020 Fax : +65-6222728

NA Headquarters1095 Cranbury South River Road Suite 10, Jamesburg, NJ 08831Main: 609-409-6950 Fax: 609-409-6910

For all Hexaware office locations, visit: http://www.hexaware.com/worldwide.htm corporatemarketing@hexaware.com

EU HeadquartersLevel 19, 40 Bank Street,Canary Wharf,London - E14 5NRTel: +44-020-77154100Fax: +44-020-77154101

Digital Workplace Integrated Run Hybrid CloudDelivered:• Agile, resilient and scalable workplace services with 99.99% SLA commitment

• Support in native languages (Japanese, Mandarin, English, German, Spanish and Portuguese) in various countries through an integrated, multilingual service desk

Implemented:• The Follow-the-sun support model across 6 continents and 32 countries

• A transparent, self-service portal to enable user access the extensive self-help features and knowledge articles.

• Cloud-based messaging, collaboration and mobility services

• Provided a seamless user experience by institutionalizing a global integrated service hub for infrastructure, and global enterprise and regional business applications

• Harmonized the enterprise-wide IT service management process in line with global and regional business needs for incident, problem, change, request and service-level management

• Delivered a “One Window” view through Hexaware’s real-time dashboard

• Transformed the infrastructure application landscape into an as-a-Service model

• Implemented a secure, scalable and automated private cloud for hosting applications

• Delivered immediate benefits through application virtualiza tion

• Provided proactive end-to-end database support services and solutions for all DBA activities and issues

• Managed the high-level perfor mance of all backend applica tions