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AI-Powered Managed IT Services Transform Airline Operations: 35% Rise in Customer Satisfaction

Overview: A leading global airline with an extensive network and large fleet operations, the customer serves millions of passengers annually. They sought a next-gen managed IT solution to enhance operational reliability, efficiency, and user experience across their expanding ecosystem.
Objective: The customer aimed to achieve 100% SLA compliance, reduce incident volumes and enhance service efficiency through AI-driven automation. Their primary objectives included faster issue resolution, 24×7 intelligent IT support, and predictive maintenance to ensure uninterrupted operations across 100+ airport and non-airport locations serving over 40,000 users.

Business Challenges

The customer faced growing operational complexity and service demands across their expanding airline network,
creating the need for a more agile and intelligent IT management approach. Key challenges included:

Fragmented IT Support: Multiple systems and manual processes led to delays in issue resolution

High Incident Volume: Frequent IT disruptions impacted employee productivity and service continuity

Limited Predictive Capabilities: Lack of proactive monitoring caused unplanned outages in airport-critical systems

Inefficient Asset Management: Difficulty in tracking and maintaining hardware assets across multiple locations
SLA Management Gaps: Manual tracking made it challenging to ensure consistent SLA compliance and vendor performance

The Solution

Digitide implemented a Next-Gen Managed IT Services framework powered by AI, automation, and predictive analytics. The solution included conversational AI bots and virtual assistants for round-the-clock IT support, automated SLA tracking, and proactive issue detection. Predictive maintenance was enabled for airport-critical systems, while centralized dashboards streamlined vendor monitoring and risk identification. Additionally, AI-driven asset lifecycle tracking and customized skill deployment ensured efficient management of IT operations across cargo, warehouse, and enterprise environments.

Value Delivered

Through Digitide’s Next-Gen Managed IT Services, the client redefined its IT operations with intelligent automation and predictive analytics. The solution enabled 100% SLA compliance, ensured 24×7 round-the-clock support, and delivered 3x faster resolution times, enhancing reliability and operational continuity.

40%

of service volume resolved through automation, optimizing resource utilization

35%

improvement in customer satisfaction (CSAT) driven by faster, AI-assisted resolutions

30%

reduction in incidents through predictive maintenance and proactive IT monitoring

Business Benefits

Faster Issue Resolution

Enhanced User Experience

Predictive Maintenance

Operational Efficiency

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