Scoot boosts customer experience through Dell Boomi

Scoot boosts customer experience through Dell Boomi

Implements cloud-based integration to aggregate customer data

Credit: Dreamstime

The budget airline industry across Southeast Asia has become increasingly competitive, leading budget airline Scoot to invest in cloud-based integration from Dell Boomi.

The move is designed to allow the Singapore-based business to be more agile while improving customer 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,” said Jason Chin, vice president of Information Technology at Scoot.

“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."

Scoot was founded in 2011 as a subsidiary of Singapore Airlines to cater to the increasingly competitive budget airline market.

In 2017, Scoot merged with another Singapore-based budget airlines, Tigerair, but continues to operate under the brand name, Scoot.

The airline now operates a global network of 66 cities across 18 countries and territories across Asia Pacific (APAC), Europe and the United States.

As a budget airline, to keep prices low, the firm leverages data generated from its customers’ bookings and various internal systems to optimise its processes.

As such, the airliner replaced outdated connectors that did not provide the level of automated data management the organisation required, with the low-code Boomi integration platform.

Such outdated connectors limited communication between Scoot’s systems and restricted access to data, inhibiting the potential of its sharing capabilities. They were also too code-heavy, which increased maintenance costs.

“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,” said William Fu, managing director Asia at Dell Boomi.

“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."

In 2018, Scoot partnered with ServiceNow who through its gold partner Enable Professional Services helped the airliner digitally transform its business and how it serves customers across the region.

Tags dell boomiScoot Airlines


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