Case Study: Major Airline Corporation boosts IT efficiency with Astreya

Astreya's impact on a major airline corporation

A major airline corporation faced significant IT challenges, including fragmented customer feedback systems, a surge in audio-visual support issues, disruptions from executive meeting requests, and an inadequate service desk model. To address these multifaceted problems, the airline partnered with IT managed services vendor Astreya for comprehensive Tech Hub Support, AV Support, Executive Support, and Service Desk solutions.

Astreya implemented a range of tailored solutions, such as creating a new FAQ knowledge base, integrating Microsoft Teams with ServiceNow, deploying QR codes for executive support, and revitalizing the service desk with an engineering-centric approach. The results were highly impactful: the airline maintained a 95% first-call resolution rate, reduced customer wait times from 20 minutes to under 5 minutes, and handled increased ticket volume with an average resolution under 10 minutes. Astreya also achieved an attrition rate of less than 8% for its team over five years.