Digitally transforming platforms to accelerate growth and service

Our customer is one of the world’s leading international airlines, known for its extensive global network, premium services, and long history in aviation. It was a founding member of the Oneworld alliance in 1999 and one of the largest airline groups globally, and play a key role in connecting the world, continuing to evolve in a competitive airline industry.

Our customer faces the ambitious challenge of transforming its Customer & Commercial digital offerings to create a seamless, modern customer experience. The technology function must navigate the complexities of developing and managing a wide range of customer facing and commercial platforms, while consistently delivering outcomes that exceed customer expectations.

Within this, the Revenue Management & Sales product team is tackling a particularly intricate and fragmented portfolio, currently undergoing major transformation amidst multiple enterprise-wide change programmes.

There is a critical need for robust programme management to bring clarity, control, and delivery assurance across a fast-moving and technically diverse landscape of initiatives.

Two programmes were delivered by Project One:

One: New Revenue Management System

The approach focused on replacing a 25-year-old custom-built revenue management (yield optimisation) system with a modern SaaS solution, designed to optimise inventory and revenue using true origin-and-destination data rather than point-to- point, targeting an uplift of £200 million in annual revenue.

To support this transition, several internal applications were enhanced to bridge functionality not yet available in the SaaS platform, including tools for forecasting and proactive customer and staff upgrades. The mutli-million costed programme involved coordination across multiple suppliers, the software vendor and internal teams. A SAFe (Scaled Agile Framework) delivery model was adopted, enabling multiple scrum teams to drive development and manage regression testing across all selling channels – both internal and external.

Two: Orders Data Store Cloud Migration

This involved modernising the customer’s internal implementation of a legacy platform, which captures near real-time booking data from another industry specific system. ODS serves as a critical data source for multiple business applications, operational processes, and reporting functions.

The existing solution was out of support, hosted on-premises, and prone to performance issues and outages, posing significant operational and financial risk. The programme management team focused on upgrading to the latest version of this system, migrating the platform to cloud to ensure a seamless cutover for a dozen dependent applications.

With a tight budget, the initiative involved close coordination with multiple vendors, a cross-functional third-party delivery team and internal support teams. The new cloud based solution has delivered substantial performance improvements and eliminated the instability and disruptions caused by the legacy system.

New Revenue Management System

• It is estimated that the implementation of new Network Revenue Management platform will enable an additional ~£200m of revenue per annum
• It will also set the foundation for future transformation projects to evolve the customer offerings and experience.

Orders Data Store Cloud Migration

• The new cloud-based solution has delivered substantial performance improvements and eliminated the instability and disruptions caused by the legacy system
• It fundamentally de-risked the potential to disrupt operations and time dependent reporting.

Project One value Add: We brought transparency, clarity and control through effective programme management which enabled straightforward decision making and aided in delivering on time and within budget.