Case Study
Redefining Airline IT Operations with AI-Driven Resilience and Automation
Industry
Travel & Transportation (Airlines)
Location
Global
Our Contributions
IT Operations Transformation, AIOps, Managed Services, Service Management
Technologies
ServiceNow, AIOps Platforms, Automation & Observability Tools
Coforge partnered with a leading airline to transform its IT operations ecosystem and enhance resilience across a complex, always-on environment spanning multiple airports and geographies. The organization supported thousands of infrastructure assets, hundreds of business-critical applications, and a large global user base.
Facing fragmented tooling, limited real-time visibility, and manual service processes, the airline required a modern, intelligent operations framework. Coforge implemented an AI-driven, integrated service model that improved operational efficiency, strengthened resilience, and ensured uninterrupted support for flight-critical services.
The Challenge
The airline operated a highly distributed IT environment with fragmented tools and processes, limiting operational visibility and responsiveness. Aging endpoint environments and manual service workflows further increased inefficiencies and slowed incident resolution.
The lack of centralized monitoring and intelligent automation made it difficult to proactively manage incidents and maintain service reliability. Additionally, ensuring seamless operations during a major organizational transition without disrupting flight-critical services posed a significant challenge.
The organization required a scalable, intelligent operations model to enhance resilience, improve service quality, and support growing business and customer expectations.
Our Approach
Impact to Date
93.4%
First-Call Resolution (FCR)
96.3%
Call Quality Score
92%
Customer Satisfaction (CSAT)
+30%
Improvement in BAU Efficiency