Case Study: Major European Airline Company achieves rapid contact‑center work‑from‑home with SITA accelerated bandwidth upgrades

Major European Airline Company - Customer Case Study

Major European Airline Company faced an urgent COVID-19 challenge when it asked SITA to accelerate a bandwidth upgrade so its entire contact center (300 agents) could work from home; the standard 14‑day lead time had to be dramatically shortened to maintain customer service as call volumes surged. SITA responded with its bandwidth-on-demand/accelerated network upgrade service to meet that need.

SITA, working with partner Orange Business Services, redefined processes, set up a single point of contact and began technical work immediately, delivering the airline’s upgrade in the early morning of March 19 (about 48 hours after the request). SITA handled 25 similar global requests, rolled out urgent upgrades across its own offices within 24–36 hours, and thereby enabled remote operations for hundreds of agents and continuous airline operations during the crisis.