Case Study: Bangkok Airways achieves streamlined operations and digital transformation with OpenText

Regional Airline Innovates and Drives Digital Transformation with OpenText

Bangkok Airways, a boutique regional airline founded in 1968 with about 30 aircraft, three private airports and 2,500 employees, faced a fragmented legacy IT landscape and widespread paper-based processes. Siloed, homegrown applications prevented integration of transactional data and supporting documents—slowing customer services (like passenger compensation), hindering visibility into budgets and workflows, and limiting strategic decision-making.

Working with I AM Consulting Group, the airline deployed SAP Business Suite on HANA and implemented OpenText Extended ECM for SAP and OpenText Process Suite to link content with transactions and automate processes. The change created a single source of truth, enabled faster analytics (route profitability reports in hours versus days), supported a paperless mobile refunds app, and improved efficiency, control, accuracy and the overall customer experience.

Bangkok Airways

Pratit Santiprabhob

Advisor to the President