Case Study: Tier 2 Airline Company achieves 90% remote resolution and reduced field dispatch costs with SITA End User RemoteSupport

2,000 end users remotely supported at 120 destinations for a Tier 2 Airline

Tier 2 Airline Company was supporting 2,000 end users across 120 destinations with complex, expensive remote‑support operations that lacked cost control, consistent SLAs, reporting visibility and standardized security. To address these challenges they engaged SITA’s End User RemoteSupport (premium service desk option) to replace the fragmented model and align support with industry best practices.

SITA implemented its global, end‑to‑end End User RemoteSupport—staffed 24/7 by ATI‑trained engineers, using state‑of‑the‑art remote control tools, ITIL service management and multi‑language support—enabling first‑call remote resolution and a single point of contact for the airline. The result: rapid onboarding, the ability for the airline’s IT to refocus on core projects, clearer TCO and reporting, and up to 90% remote resolution that significantly reduced field engineer dispatch and associated costs.