Case Study: British Airways

An upgraded ten year partnership

Starting in mid 2009 through to mid 2010, BA underwent an intensive procurement process, with the aim of consolidating the number of IT providers of voice, data and video services.

The new solution offered by Kcom combines the data network previously delivered with the management of BA’s voice infrastructure and applications. The managed network supports a significant part of BA’s voice, video and data estate.  

Managed services

The managed network service for BA offers permanent monitoring of the entire network, substantially upgrading the voice support from 7am to 7 pm that was previously available. The combined first-line support desk for all voice, video and data incidents, 24/7, drives reduced incident duration. More importantly, it drives increased first-time fixes, and provides access to individual Technical Assistance Centres (TACs) across the portfolio, for data, telephony, contact centre and applications. All Moves, Adds and Changes (MACs) are undertaken by one team,regardless of the project location, reducing coverage duplication.

Network support starts when customers check in with BA.com, to the airport check-in desks, the PC connections at these desks, the baggage process system, the in-lounge information screens and departure control; support at every step of the journey. 

A team with 600 years of experience

Kcom’s support team comprises 50 people, based at both Heathrow and Gatwick supporting all offices and airport infrastructure (airside and landside) across Heathrow, Gatwick and the rest of the UK; they also manage incidents across the rest of the world, where the airline has presence.

The team consists of 1st, 2nd and 3rd Line, Project and Management Teams with a total of 600 years of network management experience within the airline industry.

Kcom’s managed network service for BA offers permanent monitoring of the entire BA network. The decision to offer on-site teams instead of remote support was vital, addressing BA’s need to achieve high quality network management at a competitive cost.

Paul Simpson, Executive Director at Kcom says:

"Kcom is committed to making sure that the services we provide are bespoke and tailored to meet the individual needs of the customer. BA had a wide and complex communications requirement, one that we felt very confident we could address and indeed go beyond what BA was looking for. We pride ourselves on the consultative approach of our business; it is definitely one of our key strengths amongst our competitors within the sector. 

We feel proud that BA has entrusted us with their network and that we were deemed as the strongest in the market place. Our focus remains on meeting and exceeding BA’s requirements and continuing to build on our strong relationship. "