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ESP helps major airline during pandemic

Major airline benefits from ESP’s flexible service model

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ESP has a longstanding relationship with this international airline that started in 2006 when we were first engaged to deliver the EUC aspect of the contract in
their international locations outside of the Americas.
They soon saw the benefit of shortening the supply chain and in 2009 they engaged with us to deliver services directly to them. With our undeniable reputation for
delivering effective service to the air transportation industry, a true understanding of consistent and efficient global service, and a customer-first service delivery
model, we have remained a trusted service partner to them since then.

Our client

Acting as an extension of their IT team, we provide break/fix services to front and back-of-house locations, supported by our service desk and teams of airside-badged engineers, both in the field and on site.

Our client’s challenge

Following the unprecedented global COVID-19 pandemic, the airline saw a decrease in passenger numbers across the globe. With the cessation of flights to numerous locations and some airports closing completely, they needed to rapidly find a solution to reduce their ongoing support costs while retaining effective service at the locations where they were still operational.

ESP’s bespoke IT solution

For ESP flexibility is paramount. It is important to us to be able to adjust to our customers’ needs with seamless transitions.
Working with the airline‘s team, we recognised the need to quickly flex our service model to reflect the significant decrease in service call volumes and projects coming to a stop due to the pandemic. We implemented a per-incident model which would provide backup to their IT teams who would provide the first line back-office support during the downturn. 

This meant that the team would be the primary point of resolution for the low number of tickets that were coming in, and would only call on ESP if they were unable to resolve the issues themselves. Our adaptable approach allowed us to flex our support model and significantly decrease their monthly support costs during the
pandemic.

Our wide range of support services has allowed us to adapt to provide the help our customers need during this period. We have continued to respond to IT issues when required and have completed project works such as mobile classroom setups (training classrooms for airport staff), and office moves where the airline’s team have been unable to travel to these sites.

In the past they found that in some countries, delays in customs are often an issue causing them further disruption. ESP works with regional partners to ensure shipments are cleared through customs with minimal delays, and so they have also continued to use our spares, repairs and logistics support, as they rely on our reputation for shipping the correct equipment with the approved asset tags.

This customer-first approach of placing the needs of the customer above our own and ensuring their service levels do not suffer is why our relationships with our customers remains so strong.

Another great outcome

ESP’s ability and willingness to adapt support models and provide flexible service to them, retaining the option to return to a full pre-COVID support model as soon as we see an increase in their operations, is why our clients know they can depend on us. 
With travel restrictions lifting, we look forward to developing new support solutions as volumes begin to rebound.

The result

"If we have a need for support, we know that ESP never says no and they always help us out with whatever we need.
I certainly would recommend ESP, the relationship we have with their senior staff and our service delivery manager has always been
strong.”
Senior Manager, major airline

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