UK-Based Global Airline Accelerates Content Operations and Disruption Communication with Global CMS Expertise

Challenges

Digital Channel as the Revenue Engine

• Website serves as the primary sales and service channel
• Rapid content amendments and UI enhancements are critical for faster market entry and campaign agility

Disruption-Driven Communication

• During operational disruptions, the website becomes the central passenger communication hub
• Real-time updates from airport operations must be reflected instantly and accurately

Dual CMS Ecosystem

• Content managed across legacy TeamSite and modern AEM platforms
• Need for seamless governance, styling consistency, and structured authoring

Campaign & Personalization Velocity

• Website enhancements required to support timely, personalized campaigns
• Delays could impact rollout timelines and business performance

Solution

Coforge established a globally governed content operations framework designed to ensure speed, stability, and continuity.

Deep Platform Experience

• 25+ years supporting the airline’s dot-com ecosystem
• Proven capability in managing disruption scenarios while ensuring site stability

CMS & Authoring Excellence

• Managed content updates and resolved styling issues
• Created new pages across TeamSite and AEM
• Ensured consistent authoring standards and UI integrity

Global Content Operations Model

• Offshore team managing global operations
• Structured workflows enabling rapid turnaround
• Continuous support to maintain performance and uptime

Disruption-Ready Governance

• Enabled real-time content updates during irregular operations
• Maintained website stability during peak traffic windows

The Impact

Accelerated Time-to-Market: Rapid content amendments and UI enhancements enabled faster rollout of campaigns and service updates.

Reliable Passenger Communication: The website served as a trusted communication hub during disruptions, delivering timely, accurate updates.

Seamless Content Continuity: Efficient management across TeamSite and AEM reduced bottlenecks and ensured a consistent customer experience.

Scalable Global Support: A governed offshore model ensured continuous, responsive operations aligned with global business needs.