Case Study: SITA achieves faster, more agile supply chain delivery with WNS

SITA Builds Supply Chain Agility Optimizes Product Delivery and Improves Service Levels

SITA, a leading provider of IT business solutions and telecommunications services for air transport and government customers, needed to reduce operational costs while improving agility, service levels, and supply chain execution. WNS supported SITA’s supply chain knowledge management and back-office operations across order management, provisioning, customer service, and related support processes.

WNS implemented a centralized, offshore operating model with LEAN Six Sigma, concept-to-operations teams, business continuity planning, and support for SITA’s CRM migration and multi-vendor environment. As a result, WNS helped SITA exceed telesales targets by 37%, improve on-time delivery of customer orders by 20%, manage nearly 27,000 orders in a year, and cut customer portal request handling time from 18 days to 3.5 days.

SITA