Case Study

Hexaware engagedwith one of the leading US-based airlines to guide them on their

leveraging the full benefits of Cloud for enhanced customer experience.

The ClientThe client is a leading US-based airline with an annual revenue of $ 40 billion with 7000+ employees and over 30

The Problem

currently faced with challenges, as given below:

Need to fast-track

the pace of

provide the best-in-class

service to customers

Need to reduce the

team in the maintenance & debugging of the system

Need to reduce the

to release

to

Insufficient capacity in the system to meet the increasing demand of daily

passengers

Need for enhanced customer

experience supported by biometrics,

AI and chatbot-base

DIGITAL ENABLEMENT AND LEGACY TRANSFORMATION TO CLOUD NATIVE FOR A LEADING US-BASED AIRLINES

and morale of employees and customers.

they are important for maintaining commitment and momentum within the development teams. We followed a four-step process

legacy monolith to understand key business processes, dependencies,

In this phase we reverse-engineered the

domain-driven design principles into self-contained services which can be orchestrated together to achieve the full

a smaller set of services where strong wins

costs during the later stages. This usually involves a series of exploratory proof-of-concept experiments by modernizing few services as micro services and deploying them on the cloud. These proof-of-concept experiments helped the client decide on the strategy, the development sequence of the services and fine tuning of the processes. We were thus

the user stories in the ALM tool JIRA

1.Discover

2.Understand

As the next step, we forward-engineered the

Decentralized development teams worked and

through API Gateway.

services and shared business services through enterprise service bus. New omnichannel digital SPA front-end was provisioned. Agile and

implemented for seamless Release Management, On-demand provisioning, and scaling up and

Cloud.At this stage, we delivered the services in a series of minimum-viable-products (MVPs) every 2 weeks which helped us capture user feedback

much quicker.

3.Re-architect, Design and Build

The Result

scalability, extendibility and agility to quickly meet growing business demands

versus being logged; and how and when to use the data

analysis.

key benefits that we provided by releasing small changes

reduce the deployment rollback rate significantly.We were also able to alerts their teams to only see events generated by their own systems and they never had to worry about issues generated by other teams. This led to

4.Manage

40%

et for Agile

Products

High availability

scalability with reduced

TCO by

30%

New

end-user

support with

AI &Chatbot

interface and a faster way to complete

common tasks

by 20%

New Digital Customer experiences

supported by biometric

Seamless

new Cloud Components

on-premise components

About Hexaware

model, built around the strategy— ‘Automate Everything, Cloudify Everything, Transform Customer Experiences.’

company in the world to have a 50% digital workforce.

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