Case Study: Gatwick Airport achieves improved IT service delivery and customer satisfaction with Getronics

Gatwick Airport - Customer Case Study

Gatwick Airport, the UK’s second largest airport, needed an agile IT partner to support its transformation journey while improving service quality, managing costs, and working effectively with other suppliers. Getronics was selected to deliver Service Desk, Service Management, and Applications Management, with the goal of upgrading Gatwick’s IT to better support a world-class passenger experience.

Getronics overhauled the Service Desk and transitioned 93 critical airport applications from India to on-shore and near-shore support within just four months, including a full knowledge transfer in two months. The results included Gatwick’s first positive Service Desk NPS, rising from -37 to +4, all SLAs met or exceeded, and Getronics being named Gatwick’s “IT Team of The Year.”

Gatwick Airport

Anthony Lamoureux

IT Transition Leader