Major airline

Major airline benefits from ESP’s flexible service model

What they said

"I certainly would recommend ESP. They help us out with whatever we need."

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. See the solution +

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.

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THEIR challenge

Reducing costs in a global pandemic

Following the unprecedented global COVID-19 pandemic, our client 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 Case Study: Major airline benefits from flexible service model

OUR bespoke IT solution

We recognised the need to flex our service model

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.

"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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