A Leading Australian Airline Improves FCR to 65% and Reduces Cloud Spend by 30% with Coforge’s EvolveOps.AI Platform
Overview
A leading Australian airline relied on a vast hybrid IT ecosystem supporting critical business applications, including web check-in, loyalty, and operations systems. Every minute of downtime directly impacted flight schedules, making every flight delay a “P1 incident” for the airline’s operations team.
To enhance performance, resilience, and business continuity, the airline needed to modernize its infrastructure, migrate workloads to the cloud, and adopt an AI-driven operations model for proactive monitoring and faster response. The airline needed a strategic partner to drive this transformation
Mission-Critical Environment: Every flight delay was treated as a Priority 1 (P1) issue, requiring near-zero downtime and instant remediation.
Legacy Infrastructure: Fragmented on-prem systems limited scalability and delayed response times for mission-critical services such as loyalty and check-in.
Operational Complexity: Managing 2,500+ servers, 350+ applications, and 12,000+ user devices created high dependency on manual monitoring.
Reactive Operations: Lack of predictive insights led to delayed incident response and prolonged mean time to resolution (MTTR).
Cloud Cost Optimization: High cloud consumption costs and low configuration visibility affected operational efficiency.
Coforge Solution
Coforge deployed its EvolveOps.AI Platform to transform the airline’s IT landscape with AI-driven automation, predictive intelligence, and cloud optimization.
Key Initiatives
Cloud Migration at Scale: Migrated 1,000+ instances from on-premises to cloud, ensuring stability and scalability for high-demand systems.
AI-Powered Observability: Leveraged EvolveOps.AI for end-to-end observability across hybrid environments, identifying performance bottlenecks before they impacted operations.
Intelligent IT Operations: Automated incident detection, root cause analysis, and response workflows through AI-led AIOps pipelines.
Unified Monitoring & Governance: Implemented single-pane visibility for infrastructure, applications, and network performance, integrated with the airline’s DevOps ecosystem (500+ pipelines).
Cloud Cost Optimization: Used predictive analytics and policy-based controls to reduce cloud consumption by 30%.
Process & Productivity Enablement:
Enhanced CMDB accuracy from <70% to >90%.
Improved first call resolution from 38% to >65% within 12 months.
Reduced MTTR by 30–40%, improving operational reliability.
The Impact
Operational Resilience: AI-led automation and predictive insights minimized P1 incidents, improving uptime for mission-critical systems like web check-in and loyalty.
Faster Time-to-Value: Cloud re-architecture accelerated performance, enabling a 20–30% improvement in business productivity.
Cost Optimization: Reduced cloud consumption by 30%, delivering measurable savings without compromising performance.
Enhanced Loyalty Experience: Improved system reliability led to a 60% increase in loyalty program traffic, driving higher customer engagement.
Smarter IT Operations: EvolveOps.AI transformed the airline’s infrastructure from reactive to predictive and self-healing, ensuring consistent, high-quality digital experiences.
