A Ticket and Coupon System for Back-Office Operations

Project overview

Andersen's customer, an airline running a global travel business, needed IT expertise to boost its business performance. For this purpose, we thoroughly analyzed and optimized their e-system of ticket and coupon management. Besides, within an agreed service scope, their basic IT HelpDesk operations and support functions were outsourced to Andersen's team.

E-service functionality

As a result of the IT initiative delivered, Andersen's team ensured a range of productive e-service deliverables in terms of system features and back-office operations:

• Internal Knowledge Database
• Reporting dashboard
• Transfer of incoming calls and emails to the ticketing system
• JIRA Service Desk
• Dedicated VOIP system setup
• Agreed SLAs for each type of request

Solution

Andersen helped the customer reduce their operational IT costs without compromising the quality of IT services provided to its employees. With Andersen’s assistance, new processes introduced, and fresh tools implemented, the customer benefits from a more mature and clear picture of their IT support side of the business.

Project results

• Implementation of a highly successful and transformative project for Ryanair that consisted of the development of a ticket and discount system for their back-office operations;
• 40% faster workflows;
• Effective implementation of an internal IT knowledge database for Level 0 support;
• 8/5 remote support availability for better customer service;
• Reduced operational IT costs while maintaining growth and competitiveness.