Case Study: Dallas/Fort Worth International Airport achieves enterprise-wide process modernization and mobile agility with Appian

Dallas/Fort Worth International Airport - Customer Case Study

Dallas/Fort Worth International Airport (DFW), the world’s fourth-busiest airport handling 1,800 flights a day and 60 million passengers annually across a 27-square-mile campus, needed to replace paper-based, siloed processes that slowed decision-making and limited mobility for staff and traveling executives. Airport leaders sought a way to get timely information to employees across 18,000 acres to improve customer service and operational responsiveness.

DFW deployed Appian Cloud using a SCAM-driven (Social, Cloud, Analytics, Mobility) enterprise approach, delivering a single interface and native mobile apps that connected 2,000+ employees and rolled out 18 process applications in the first nine months. The solution enabled faster decisions and higher productivity across use cases like concession inspections, maintenance tracking, safety reporting and HR, supported a target to cut paper usage 50% in five years, and strengthened the airport’s customer-service performance.

Dallas/Fort Worth International Airport

William Flowers

Vice President for Information Technology Systems