Amadeus Case Study - Remote Management

The Client

A world-leading technology and distribution solutions provider, Amadeus delivers unparalleled expertise to the travel industry, including leading-edge solutions that cover airlines’ unique business needs, independent of their size, business model or market reach.

Amadeus’ pioneering new generation Customer Management Solution (CMS) portfolio, Amadeus Altea CMS, serves network and regional carriers. The Altea portfolio consists of Altea Reservation, Altea Inventory and Altea Departure Control solutions. Further complementing these integrated IT solutions is the Amadeus
e-Travel Airline Suite.

The Challenge

Over 70 of the world’s leading airlines use the Amadeus e-Travel Airline suite to power over 250 websites in more than 80 markets. In addition to full e-ticketing interlining and ground handling management technology services, other standalone IT solutions include revenue integrity and automatic ticket reissue tools.

Amadeus’ clients are spread right across Australia, many in remote and regional areas. These clients require support and service on-site with good response times to minimise their down time and maximise productivity.

The Solution

Amadeus contract a number of services from Tech Precision.  These services start with the installation of equipment, loading of software, configuration of specific requirements and the ongoing support and maintenance.  Remote management compliments and completes this scenario by providing a window between our support area and the end user’s machine - regardless of location.  This facility minimises attendance times and caters for regional and remote areas.

The service is applied in two ways.  It is used to establish an installation, and to inspect and troubleshoot site issues relating to all devices including servers, workstations and peripherals.

Installation is achieved by downloading the latest release of software to the client’s computer on–line at a mutually agreeable time and location.  The process is controlled by a Tech Precision professional who establishes the link with the remote workstation and then commences transmission of the software packages as required.  

Once this step is accomplished, the technician then configures the system to the customer’s specific requirements and tests the overall operation.  The end user is ready to commence operations.

Resolution of site issues can be achieved by the same connection which allows our specialists to control, investigate and correct as if the engineer were on-site in person.  

With similar benefits to installation, this service reduces attendance time, particularly for remote sites, reducing down time on the equipment and business operation.  Even in instances where it is found that an engineer is required to attend on-site, Remote Management can in many cases allow Tech Precision to determine what parts and equipment the engineer should take on-site, again saving time and resources.

The Result

Remote Management is an integral part of the service provided by Tech Precision.  It provides a flexible and efficient option for Amadeus which provides Tech Precision with real-time site information.  This means that Amadeus, through Tech Precision, can provide their clients with fast turn-around times and maximum up-time of their IT systems.