ESP has a long-term relationship with easyJet, and has been providing expert IT support to the low-cost airline since 2005. As such, we have more than 10 years’ experience in meeting its precise needs. We started out by delivering field services to support all its regional locations. Most recently, easyJet asked us to support its key UK base and implementing our managed IT service desk solution to help it develop an internal end user support model.
Our client’s challenge
easyJet required country coverage for more than 150 airport locations. It also needed to improve service levels while reducing costs. Before easyJet invested in ESP’s field services for its regional locations, there was no consistency of service across its various countries and locations; and, when there was coverage, the airline’s end users had a poor user experience. easyJet was carrying out a programme of expansion and IT transformation, so it turned to ESP for support – knowing, from our reputation in the aviation industry, that we would meet its needs.
ESP’s bespoke IT solution
We delivered a fully managed service that provided full coverage across easyJet’s countries and locations, through a single service provider. This involved setting tailored service level agreements (SLAs) based on easyJet’s business criteria, and ensuring that processes were consistent across all the airline’s sites. Ultimately, we improved the end user experience and assisted IT enablement through our services and processes.
Another great outcome
Our delivery of field services for easyJet’s regional locations has been successful, and we continue to carry out IT transformation activities for the airline. With our unique, first-hand knowledge of the aviation industry – and our global presence that allows us to deliver local services at all of easyJet’s locations – we are able to provide high-quality and fully tailored IT support services that meet the needs of both the airline and its end users.
Cost-effective and consistent IT coverage across more than 150 airport locations.