Software AG Case Studies Reaping the Benefits of Improved Efficiency with the webMethods Product Suite

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	Reaping the Benefits of Improved Efficiency with the webMethods Product Suite Software AG

Reaping the Benefits of Improved Efficiency with the webMethods Product Suite

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Sales & Marketing Business Operation
Use Cases	Process Control & Optimization
Services	System Integration
Challenge	Icelandair, one of the largest private companies in Iceland, was facing a challenge. Despite the increase in online ticket sales, the company was not realizing the expected cost savings, staffing reductions, and operational efficiency gains. For every reduction in telephone sales man-hours, there was a corresponding increase in the amount of back-office effort needed to support online sales. The company was also struggling with regional variations in ticket sales processes, which were not standardized across the organization. The airline industry is highly competitive, and airlines must constantly seek out efficiency in their operations to remain profitable. Icelandair needed to operate on the highest possible load factor and attract and retain customers who now shop online for their flight needs. Read More
About Customer	Icelandair is a major airline founded in 1937 and is one of the largest private companies in Iceland. It is part of the Icelandair Group, which comprises 14 companies. The airline employs over 1000 people and carries about 1.6 million passengers each year on its fleet of Boeing 757, which is about five times the population of Iceland. With sales offices and flight destinations across Europe and North America, Icelandair has grown into a truly international business. It competes for tourist and business traffic to Iceland, as well as international traffic via its hub in Reykjavik. Read More
Solution	Icelandair decided to utilize the webMethods product suite as the core of its business transformation. The company focused on reducing the cost of issuing a ticket, from the initial reservation right through to the delivery of the ticket. The aim was to deliver a fully automated e-ticketing system that would eliminate time wasted on manual processes. The project involved the integration of multiple internal and external systems such as the AMADEUS reservation system. Once fully operational in Iceland, the system was rolled out by sales region across the globe. This removed regional variations in ticket sales processes by standardizing on one process across the organization. The project was quickly expanded to include all telephone bookings, walk-in bookings, frequent flyer and gift certificate bookings. Then this model was taken to each sales region and installed there. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Sales & Marketing

Business Operation

Use Cases

Process Control & Optimization

Services

System Integration

Challenge

Icelandair, one of the largest private companies in Iceland, was facing a challenge. Despite the increase in online ticket sales, the company was not realizing the expected cost savings, staffing reductions, and operational efficiency gains. For every reduction in telephone sales man-hours, there was a corresponding increase in the amount of back-office effort needed to support online sales. The company was also struggling with regional variations in ticket sales processes, which were not standardized across the organization. The airline industry is highly competitive, and airlines must constantly seek out efficiency in their operations to remain profitable. Icelandair needed to operate on the highest possible load factor and attract and retain customers who now shop online for their flight needs.

About Customer

Icelandair is a major airline founded in 1937 and is one of the largest private companies in Iceland. It is part of the Icelandair Group, which comprises 14 companies. The airline employs over 1000 people and carries about 1.6 million passengers each year on its fleet of Boeing 757, which is about five times the population of Iceland. With sales offices and flight destinations across Europe and North America, Icelandair has grown into a truly international business. It competes for tourist and business traffic to Iceland, as well as international traffic via its hub in Reykjavik.

Solution

Icelandair decided to utilize the webMethods product suite as the core of its business transformation. The company focused on reducing the cost of issuing a ticket, from the initial reservation right through to the delivery of the ticket. The aim was to deliver a fully automated e-ticketing system that would eliminate time wasted on manual processes. The project involved the integration of multiple internal and external systems such as the AMADEUS reservation system. Once fully operational in Iceland, the system was rolled out by sales region across the globe. This removed regional variations in ticket sales processes by standardizing on one process across the organization. The project was quickly expanded to include all telephone bookings, walk-in bookings, frequent flyer and gift certificate bookings. Then this model was taken to each sales region and installed there.

Impact #1	Over 85% of the total tickets are processed through the new system.
Impact #2	Standardization has brought efficiency gains in business processes and in IT.
Impact #3	Booking processes are now exactly the same in every sales office.

Impact #1

Over 85% of the total tickets are processed through the new system.

Impact #2

Standardization has brought efficiency gains in business processes and in IT.

Impact #3

Booking processes are now exactly the same in every sales office.

Benefit #1	Annual saving of 30 FTE compared to the previous manual processes.

Benefit #1

Annual saving of 30 FTE compared to the previous manual processes.

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Overview

Reaping the Benefits of Improved Efficiency with the webMethods Product Suite

Operational Impact

Quantitative Benefit