Heathrow Airport

London Heathrow Airport as Britain’s only hub airport, is home to over 80 airlines, serving 204 destinations in 85 countries.

On average, Heathrow handles over 213,668 passangers daily. It is the busiest airport in Europe and the third busiest airport in the world by passenger traffic. Heathrow has the highest retail sales of any airport in the world ahead of South Korea’s Incheon airport in second place.

Business Objective

Heathrow airport contracted in 2012 and the implementation in 2013 has been a well-documented success. High quality services and optimal pricing enabled Heathrow to choose Comarch as the provider of its business application and equipment platform.

 

Implementation

The implementation of the Comarch Loyalty Management for Heathrow started in November 2012 and the comprehensive solution was launched in May 2013. Since then Comarch has continuously been developing existing and new functionalities according to client needs.

The successful implementation of a highly-efficient business application Comarch Loyalty Management for Airports for an international customer in the Comarch Data Center environment is the high level proof of Comarch specialists’ competence in operating data center systems, as well as the reliability of the infrastructure. The Comarch platform implemented on the basis of Comarch Loyalty Management for Airports consists of four flexible integrated modules

  • Business Administration - an application for back office users to configure rules, rewards, redemption parameters, and a set of reports (managed by Comarch on Heathrow’s behalf)
  • Contact Center Application – an application used by Customer Service Agents to serve customer requests (used by Contact Center Partner)
  • Web Portal – an application dedicated for Heathrow Rewards members to manage their accounts and activities (managed by Heathrow, used by program members)
  • Meeting Heathrow’s requirements regarding delivery of comprehensive services such as Member Helpdesk Service, Member Website Service, Service Level Maintenance, Front-end integration, Comarch sub contracts two consortium partners:

      - UK based Partner for the front end integration with merchants’ POS systems

      - European Leader for a comprehensive Outsourcing Contact Center services

Implemented solutions

Comarch Data Center
Comarch Data Centers are modern data processing and storage facilities used as an alternative for companies to expanding their IT infrastructure resources. 

Hosting Project Meets Heathrow Needs

Hosting project for Heathrow Airport ensures the service of hardware platform for Comarch Loyalty Management in the Software as a Service model. System assumes cloud model sharing hardware resources and 3rd party licenses. Scope of PaaS services include:

  • Platform administration (including Linux and databases – Oracle and PostgreSQL)
  • Monitoring and helpdesk
  • Spare Data Center site (Disaster Recovery Center) with asynchronous data replication
  • Managing hardware lifecycle (including migration and upgrades)
  • Online backup services
  • High availability cluster services

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