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Leveraging new IT Management Solution to transform Cargo IT operations and optimize performance

About the client

The client is the cargo handling division of one of the largest Airlines Group.


The client group carries more than 897, 000 tonnes of freight and mail in a year - equivalent to 1680 Kgs loaded every min. To handle this, a separate Cargo Support division takes care of all support activities to keep the IT system up and running. Owing to the complex nature of the cargo business and unprecedented challenges of cost pressures, the client wanted to implement a new IT Management solution for their cargo operations. Their objective for the transformation was:

  • Achieve economic efficiencies 
  • Performance improvements 
  • Operational advantages
  • The major challenges were:
  • Legacy Technology Stack
  • Architecture / Infrastructure improvements 
  • Support Processes were not streamlined 
  • Different ITSM Tools used in different locations
  • Multiple Technology Stack


The client collaborated with Coforge to enhance all its cargo interfacing systems. We enhanced and streamlined multiple applications, which support and maintain cargo operations of the airlines. Most of these applications have to be up and running on 24*7 basis. We used our deep cargo understanding to redefine the applications for the following business areas:

  • Booking
  • Revenue Management 
  • Revenue Accounting
  • Warehouse Management
  • Reporting
  • Customs Management
  • Pricing
  • ULD Management
  • Staff Roster Management
  • Schedule Management
  • Cargo Portal

We have been the preferred supplier for the client for all their delivery projects. We were responsible for end-to-end project management, which includes services like Technical Architect Services, Business Analysis, Development, and Testing. Through these end-to-end solutions, we enabled the client to streamline the business process and improve the existing infrastructure and architecture.

Results included More than 50 CSIs completed in the last 2 year covering Automation, System and Process Improvements, resulted in highly optimized performance, increased productivity by faster and seamless development, reduction in IT expenses, no unplanned outage in any of the systems in the last 12 Months, and Multilingual support to cover partner airline cargo

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