Case Study: GTAA achieves improved passenger experience and operational efficiency with Wipro HOLMES®

GTAA elevates customer experience with digital operations powered by Wipro HOLMES

GTAA, the Greater Toronto Airports Authority and operator of Toronto Pearson International Airport, was dealing with a fragmented mix of IT and airport systems managed by multiple stakeholders. These disruptions were hurting passenger experience and day-to-day airport, airline, government, and concessionaire operations, prompting GTAA to partner with Wipro and use Wipro HOLMES® to improve reliability and support its vision of becoming the best airport in the world.

Wipro implemented an AI- and automation-led transformation across airport systems, service desk operations, and business processes, including self-heal, proactive monitoring, and automated ticket handling. The results were significant: over 85% reduction in IT outages and MTTR, more than 90% first call resolution, about 25% of tickets automated each month, 30% of calls automated in the contact center, and wait times cut from 2 days to less than 1 hour.

GTAA

Glenn Evitt

Director - IT Services & Architecture