SAA had been using a tailor-made legacy system built over time, to host and maintain the Corporate Loyalty Program, just as Voyager used to be before moving to the iFly Loyalty platform. The platform initially served SAA's goals and strategy but over time it became difficult to maintain and also expensive for even the smallest of changes. Shortage in relevant skill-sets became a pain point as well.
The program involved generation of numerous reports from disparate sources that made consolidation difficult. Among other issues faced by the team, management of corporate relationships and efficiency in operation also were limiting factors. SAA also wanted to get rid of the rigid nature of business processes in the existing platform, as it did not allow easier options to make required changes.Download Case Study