THE BUSINESS CHALLENGE
One of the world’s largest travel agency groups and valued at over $2bn, Flight Centre has operations within 23 countries and a corporate travel management network spanning more than 90 countries. They have over 2,800 retail operations globally, with over 1,100 of those operating here, across Australia.
As a travel retailer, their network system is mission critical for the business. When a customer walks into any of their 1,100+ physical retail environments, real time pricing and availability is fundamental – without it, their value and relevance to customers would dissipate.
Flight Centre’s ageing network infrastructure however, meant they were finding themselves weighed down from an IT support perspective due to rolling network outages and dropouts. With no backup or redundancy measure in place, shops would periodically be offline, which in turn was having a negative impact on customer experience.
We provided Flight Centre with an infrastructure and network upgrade, including carrier provisioning, network management and design and deployment of a Cisco Meraki SD-WAN and wireless solution across their 1,100+ retail sites. This was at the time of delivery, the largest project of its kind globally.
Our solution for Flight Centre lays the foundation for them to realise and build on their vision to create ‘The Store of the Future’. To make this vision a reality, we integrated our One Touch Control (OTC) into the Cisco Meraki platform to deliver monitoring and vendor management services.
“The overall business has been strengthened by the solution” (Jamie Glenn – Chief Technology Officer, Flight Centre)
By enabling a much better understanding of what their people do in their work day, how they do it, and which aspects have the greatest impact on customer service, has strengthened Flight Centre’s overall business and enabled them to better deliver to their customers.
“We set out to deliver control, visibility and capability across our retail store network and we have certainly managed to achieve that with the Comscentre and Meraki combination.” (Ben Barnes – Technology Business Support, Flight Centre)