BT for Airlines

Agenda

What we do for airlines

Our work in the wider air industry

The business challenges we help you address

The building blocks we use

The BT difference

What the analysts say

An invitation to you

What we do for airlines

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Local language contact

“best global network and service capability”

“delighted… very stable…

no problems… great trust”

“BT were lowest on price”

Davy Chen,IT Director, Air China

What we do for airlines

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“Guests”

▪ Truly special everywhere

▪ Cloud contact

▪ Fully optimised

▪ Consistent standards

▪ More responsive

What we do for airlines

Numbers and inbound

▪ Single supplier

▪ Latin America

▪ Cheaper and easier

“Now I just send an email to BT…”

Rodrigo Ribeiro,IT-Telecomms Manager, LatAm

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What we do for airlines

Customer experience

▪ Better first time resolution

▪ Shorter queuing times

▪ Call times cut 15-30 secs

“Increased satisfaction for our customers and better

cost control for us.”

Senior vice president, worldwide commercial operations,

Emirates

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Our work in the wider air industry

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Managed network

▪ Resilience

▪ Reach

▪ Collaboration

▪ Savings

“Only BT came close”

David Hawken, General Manager, Engineering Service Delivery

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Our work in the wider air industry

Asia-Pacific network

▪ 1,100 sites, 29 countries

▪ 100s of vendors to five

▪ 24/7 ITIL service desk

▪ Better performance

▪ Lower cost

▪ Less riskDeutsche Post DHL has just extended itscontract with us in Asia-Pacific

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Our work in the wider air industry

Looking local globally

“The network scales instantly… and we have

the resilience to cope with natural disasters.”

Arjan van der Meer, Director of IT Operations

Complete communications

ecosystem

“BT’s management of the transition was amazing,

unbelievable. An excellent job is an understatement.”

Eduardo Acosta, Regional IT Manager

We help you satisfy customers first time with:

▪ Local contact numbers everywhere

▪ Skills-based and language-based routing

▪ Single customer view at all touch points

▪ Call recording for training and compliance

The business challenges we help you addressWe help you manage more complex customer contact…

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We help you keep sophisticated customers happy:

▪ know your customer better

▪ understand what they want

▪ gather feedback

▪ track outcomes

The business challenges we help you address…and keep a more sophisticated kind of customer satisfied

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We unify your communications across the industry:

▪ airport authorities, ground service partners, freight forwarders and customs authorities

▪ Automation and mobility solutions for ground staff

▪ RFID tracking for baggage handling and asset management

The business challenges we help you addressWe help you communicate better across the industry…

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▪ Route expansion

▪ Cost reduction

▪ Volume flexibility

▪ Crisis management

▪ Cyber security

The business challenges we help you address…giving you the flexibility to respond and expand

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The building blocks we useWe bring together a broad portfolio of services into an integrated solution

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EU customs clearance system

Cargo Community System UK

Air freight consignment monitoring system

Air industry solutions Improving co-ordination across cargo partners

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The BT difference

Schematic of BT’s global network coverage

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a Countries where BT, directly or working with partners, has an MPLS network service.

BT Global Services has improved its leadership position in both vision and execution in the Gartner Magic Quadrant for Global Network Service Providers 2014

Gartner, Magic Quadrant for Global Network Service Providers, Neil Rickard, Robert F. Mason, March 2014

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This graphic was published by Gartner, Inc. as part of a larger

research document and should be evaluated in the context of the

entire document. The Gartner document is available upon request

from [insert client name or reprint URL].

Gartner does not endorse any vendor, product or service depicted

in its research publications, and does not advise technology users

to select only those vendors with the highest ratings. Gartner

research publications consist of the opinions of Gartner's

research organization and should not be construed as statements

of fact. Gartner disclaims all warranties, expressed or implied,

with respect to this research, including any warranties of

merchantability or fitness for a particular purpose.

BT Global Services improves position as a leader in Gartner’s Global Network Services Magic Quadrant

What the analysts say

BT Global Services has earned the top spot in IDC’s MarketScape: Worldwide Telecom Service Provider Vendor Assessment

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IDC MarketScape vendor analysis model is designed to provide an

overview of the competitive fitness of ICT suppliers in a given market. The

research methodology utilizes a rigorous scoring methodology based on

both qualitative and quantitative criteria that results in a single graphical

illustration of each vendor’s position within a given market. The Capabilities

score measures vendor product, go-to-market and business execution in

the short-term. The Strategy score measures alignment of vendor

strategies with customer requirements in a 3-5-year timeframe. Vendor

market share is represented by the size of the circles. Vendor year-over-

year growth rate relative to the given market is indicated by a plus, neutral

or minus next to the vendor name.

What the analysts say

*Source: IDC MarketScape: Worldwide Telecom Service Provider 2013 Vendor Assessment (Doc# 245150), February 2014

Let us prove we are the best

An invitation to you

bt.com/airlines