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Flying high: How airline Scoot enhances the customer experience

By Sara Barker
Thu 16 May 2019
FYI, this story is more than a year old

Singapore Airlines’ low-cost arm Scoot has selected Dell Boomi’s platform help it better understand its customers – and its own business.

Scoot operates across 66 cities in 18 countries across Asia Pacific, Europe, and the United States. In order to offer low-cost travel, it relies on data generated from customer bookings and internal systems. 

Scoot will use the Boomi integration platform for uninterrupted data sharing across its growing business. It hopes to adapt more quickly to changing market conditions. The ultimate goal is to improve passenger experience.

“Boomi gives us a dedicated, cloud-based integration tool that aligns to our all-cloud strategy, and is therefore able to handle the high volumes of system-to-system data transfer that our business model requires,” says Scoot’s vice president of information technology, Jason Chin.

Scoot uses Boomi to replace outdated connectors that id not provide the level of automated data management the organisation required. Its former integrations limited communication between

Scoot’s systems and restricted access to data, inhibiting the potential of its sharing capabilities. These bespoke integrations were also code-heavy, consequently demanding substantial maintenance.

“The airline industry contains among the most diverse sets of customers, and with that comes the ongoing challenge of adapting to the demands of passengers,” says Dell Boomi Asia managing director William Fu.

“By creating a centralised data repository using the Boomi integration platform, Scoot is able to establish a greater level of insight into its business, and in turn make business decisions nimbly as the market changes to bolster its competitiveness.”

Scoot consolidated TigerAir into its brand and expanded its operations. Despite the extra employees and customers, Scoot has accelerated its time to market.

Scoot says it has also been able to achieve this while maintaining its IT resources – as Boomi does not require the consistent upkeep of traditional integration technologies, it allows Scoot to achieve more with less.

“With the various features the platform provides, we will be able to connect our entire organisation to create a single source for our data, with the knowledge that this information is up to date and accurate. We will then be able to better understand our business and customers, and deliver the products and services that passengers want – before, during and after their flights,” concludes Chin.

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