Case Study: Leading Global Onboard Services Provider achieves enhanced passenger experience and 99.99% service availability with Hexaware

Leading Global Onboard Services Provider Implements Hexaware Solution for Enhanced Passenger Experience

Leading Global Onboard Services Provider, a $3 billion company serving more than 350 million passengers across 6 continents, engaged Hexaware to address inconsistent, regional IT processes and to deliver transparent, 24x7 passenger services. The customer wanted a ready-to-scale IT landscape to support seasonal spikes and standardize global and regional operations, so Hexaware was brought in with its Infrastructure Management Service to modernize the support model.

Hexaware transformed the traditional service desk into a global integrated service hub—implementing an as-a-Service catalog, unit-based billing, a multilingual follow-the-sun model, cloud collaboration, a self-service portal and hybrid cloud hosting—aligned across 6 continents and 32 countries. The Hexaware solution delivered measurable results: 99.99% service availability, standardized processes and real-time reporting, improved risk management and decision-making, and a highly scalable, agile IT environment that enhanced the onboard passenger experience.