How a leading Asian airline used Eko to streamline internal processes
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A leading Asian low-cost airline operating domestic and international flights to more than 165 destinations spanning 25 countries. It has consistently been named the world’s best low-cost carrier for 10 years in a row in international travel and airline awards, and is home to more than 17,000 employees.
Over the past few years, digital transformation has become a huge part of the airline industry. Hundreds of small, agile tech-driven businesses are now targeting airlines with all sorts of products and services. These tools might be useful, but at some point the company was using 200+ different types of software for their daily operations. Switching between them became inefficient and time-consuming. Plus, it was difficult to implement, manage and unify all the data coming in from so many different sources.
Eko — an all-in-one centralized application for the airline’s 17,000+ employees, with all the right tools needed to suit all of their internal collaboration and processes.
Before Eko, generic requests were managed via email. It was an inefficient process that went through the following steps:
Step 1: Staff submits a request to support team via email
Step 2: One person in the support team picks up the request and sends an email back to inform the requester that the request is being worked on
Step 3: Support staff contacts a third-party support staff and assigns them the request
Step 4: Support staff sends an email back to the requester once their request has been completed
Such a system led to various issues: there were too many emails and it was easy for them to get lost or forgotten. It was also difficult to track each request’s status and ensure the deadline for each one was met on time.
Adopting Eko allowed the airline’s staff to work better using the Generic Requests via Eko Workflows. This tremendously improved the process efficiency and speed of the request resolution.
Step 1: Staff easily submits a workflow “Generic Request” via Eko anywhere, anytime through their mobile app
Step 2: Support staff receives the workflow and dispatches it to the appropriate third-party member who will take over the request
Step 3: Once the request has been completed, the requester gets a push notification in real time
Step 4: The airline’s administrators can export all the requests logs for analytical purposes.
As a result, the airline’s employees now have a powerful solution to resolve requests in a timely fashion. With Eko Workflows, they can now use a single channel to process and track all the requests, ensure they are done in time, and make data-driven decisions with Audit Logs.
This airline uses Google Clouds Identity instead of Microsoft Active Directory. To use Eko, the airline’s staff can simply log in using their company’s email and password, so there is no need to keep in mind additional credentials. User information is automatically updated based on their Google Clouds Identity from their work email address.
Plus, it’s much easier to connect with fellow colleagues without having to manually exchange mobile numbers, usernames or email addresses – now, they can simply search by name or title in the Directory and begin a conversation.
Before Eko, the company used their own one-stop portal that then connects to all the various internal software tools, applications and websites. Adopting Eko allowed them to reduce the amount of internal communications tools used among staff. By using Eko, employees can also access various company portals in the ‘Web Apps’ tab.
This simplifies the information flow and allows employees to access the data they need to get work done faster, and easier. What’s more, when all the communication happens in one app, it boosts collaboration, team efficiency and productivity.