International Air Transport Association (IATA)

Air transport is one of the most dynamic industries in the world. The International Air Transport Association (IATA) is its global trade organization. Over 60 years, IATA has developed the commercial standards that built a global industry. Today, IATA’s mission is to represent, lead and serve the airline industry. Its members comprise some 260 airlines representing 94 percent of international scheduled air traffic.

History

We have been involved with IATA since 1999 to help them develop several highly critical administrative and operational on-demand systems through a very successful collaboration process. IATA Clearing House, Order Management, Online Store, Dangerous Goods Management, Membership Dues Management, and several other important systems have been developed with the help of MyriadSuite web tools XI-Framework and XI-Factory.

Citation

Tanya Capitani, Service Desk Leader, IATA

“The affordable MyriadApp on-demand software enables our Service Desk support teams to efficiently collaborate together worldwide from Geneva and Montreal.”

Latest Challenge

Early  2007, IATA needed to provide a new Global On-Demand Help Desk to its IT support teams located in : Montreal – Geneva – Miami – Singapore. IATA has some 1500 employees worldwide who needed secure web applications to submit, track, and manage incidents related to their equipments, applications, and development projects.

Solution 

IATA Selected MyriadSuite's MyriadApp to provide to its employees On-Demand Help Desk Services for the following reasons:

• Capability to support IATA sophisticated Help Desk resolution processes
• Easily customized to automatically prioritize incoming incidents & drive resolution process
• Quickly deployed the solution to its employees worldwide
• Quickly trained IT support teams and employees
• Low Cost, Role-Based Monthly Pricing

Results 

• Improved world wide e-collaboration between employees and IT support teams
• Easier access to help desk services and applications from anywhere at anytime
• Quicker incident resolution time thus generating higher employee satisfaction
• Employees are able to submit and track incidents from easy to use on-demand web services with FAQ and technical documents to assist them
• Reduced the number of false incidents
• IT support people can quickly provide to employee valuable feedback about incident status and resolution steps
• IT support team from every location are able to manage independently their own incidents
• IT support management can monitor overall location incident statuses and have access to statistical reports