Case Study: Auckland Airport achieves enhanced service delivery and real-time operational visibility with Heat Software

Auckland Airport Significantly Enhances Service Delivery

Auckland Airport, New Zealand’s largest airport handling over 14 million passengers a year and supporting some 12,000 on‑the‑ground staff, needed a more robust, auditable and ITIL‑aligned way to manage incidents and service requests across a 24/7 operation. After restructuring, the airport moved away from a legacy in‑house tracking system and sought a flexible platform to improve internal communication, meet regulatory reporting needs, and extend service management beyond IT into multiple operational teams.

The airport deployed FrontRange HEAT Service Management, customizing it as the service‑delivery backbone for five business units and a central call centre handling 4–5k calls monthly. HEAT provided mobile field access, streamlined lost‑and‑found, cost recovery and OH&S workflows, and dedicated outage reporting; the result was near‑real‑time information, faster resolution times, improved productivity, stronger compliance and a measurable uplift in customer satisfaction across airport operations.

Auckland Airport

John Crawford

Systems Support Engineer