Case Study: Heathrow Airport achieves a seamless digital customer experience with Capgemini

Supercharging Heathrow Airport’s digital customer experience evolution using Salesforce

Heathrow Airport, one of the world’s largest air travel hubs, was working to enhance its digital customer experience through a multi-cloud Salesforce environment while managing a complex, multi-vendor delivery model. The airport needed a unified CI/CD process across teams to keep delivery efficient, support ongoing transformation, and maintain high-quality service for more than 75 million passengers a year, so it partnered with Capgemini and Copado.

Capgemini implemented a novel DevOps approach using Copado on Heathrow’s Salesforce Service Cloud and Commerce Cloud, integrated with Azure DevOps for end-to-end tracking and automated testing. The result was reduced effort to support passengers, better visibility into code quality and test output, easier onboarding, stronger collaboration, and a more tightly connected development process, helping Heathrow deliver a smoother and more modern digital experience.

Heathrow Airport

Bob Stickland

Head of Technology