enterprise mobility in airlines
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© 2013 SAP AG. All rights reserved. 1
IT ERP – Center of Excellence
SAUDI ARABIAN AIRLINES AND SAP
PARTNERING FOR SUCCES
© 2013 SAP AG. All rights reserved. 2
15 of the Top 23 largest European Carriers run SAP *(by scheduled passengers carried)
7 out of the Top 10* largest airlines run SAP *(by scheduled passengers carried)
1.6 billion of the world’s
passengers
flown by SAP Customers
16 out of 29
Airlines with over 100 destinations run SAP
SAP Presence within the Airline Industry
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Strong SAP Presence Within the Major Alliances
One World Star Alliance Skyteam
Enterprise Mobility for Airlines
Jeddah - April 6, 2013
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Agenda
• Mobility: Make a Better Choice
• Successful Airlines
• Impact of Mobility on the Airline industry
• How Mobility Helps Transform Airlines Business
• Exercise: Business Areas‟ Groups
• Airlines Use (Business) Cases with Demos
• Four Pillars of Enterprise Mobility at Airlines
• Mobility Deployment Across the Airline Organization
• SAP Mobile Platform (SMP)
• How SMP Helped Transforming the Business of its Customers
© 2013 SAP AG. All rights reserved. 6
Successful Airlines . . .
New ancillary revenue and
up-sell opportunities
More personalized service
and self-service
Improved efficiency on the
basis of enhanced
technology
More Targeted Sales &
Marketing
Improved Customer
Service
Streamlined Operations
and MRO Operations
Differentiate through excellence in service while operating profitably
and expanding revenue
They do it by…
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How Mobility Helps Transform Airlines Business Opportunities for Saudi Airlines
Operations
Service Visibility
Crew Management
In-flight Operations
Fuel Management
Ground services workflows
Cargo management
Engineer & MRO
Work Order Management
Line Operations
Quality assurance
Equipment, materials management
Inventory Management
Service Management
Inspection Management
Corporate Services
Support financial operations
Sourcing & procurement
Reporting Any-time Any-where
Project Services
Keep track of financial data
Enable real-time decision making
Human resources operations
Sales & Marketing
Maintain Business partner data
„Real-time‟ targeted advertisement to passenger while travelling
Ancillary sales & services
Booking and authorization
Sales Opportunity Overview
Customer Service
Loyalty Management
In-flight services for passengers
Mobile ticketing
Trip Support
Real time customer
support & feedback
© 2013 SAP AG. All rights reserved. 9
Business Areas Groups
Exercise Corporate
Services
Engineering &
MRO
Operations
Sales &
Marketing
Customer
Services
Employee
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Corporate Services Run better
Streamlined Corporate
Services
Corporate Services
Use Cases
1. e-services to employees covering training, leaves, and travel request with native
integration with AMADEUS, time sheet capturing for employees and contractors
2. e-services to managers covering the approval work flow for all required
transactions e.g. leave, expenses, time sheet, purchase orders, training, etc…
3. Staff communication, information sharing, and news letters
4. Executive financial and performance analytics through mobile dashboards
focusing on route profitability and revenue management
5. Employee directory lookup and information sharing about crews
6. HS&E incident recording and reporting
MOBILITY
B2E mobile app
Benefits
Reduce overall cost by increasing processes
efficiency
Improve overall employee satisfaction
Improve transparency and visibility of financial and
operational performance
Increase decision making speed and hence
implement changes faster
External Users
Contractors
Internal Users
Pilots and Crew
Employees
Managers
Senior executives
Corporate Services
Demos
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Operations Simply efficient
Streamlined Operations &
MRO
Operations
Use Cases
1. Unified AOC and EFB devices supporting AOC applications that cover Inflight
and on the ground applications (EFR digital signatures, digital trip packet,
dangerous goods, flight closeout, aircraft performance, etc.)
2. Inflight information management with a mobile application containing real time
info on weather, ATC updates, airplane queue, FOQA, AAR/AHM, AML, etc…
3. Crew management with real time scheduling duty time, rests, recoveries
4. Collection of pilots and cabin sentiment, information sharing, blogs,
experiences, engineering/technical issues
MOBILITY
B2E mobile app
Regular and
ruggedized devises
will be needed
Benefits
Reduced cost of paper each plane carries due to
digitization of reference manuals
Improved fuel efficiency due to real-time visibility to
critical information
Improved pilot and cabin crew rostering utilization
Improve Inflight staff efficiency, secure Crew
composition, and on time scheduling
Improve employee satisfaction
External Users
NA
Internal Users
Pilots
Cabin crew
Ground handling
© 2013 SAP AG. All rights reserved. 13
Operations Simply efficient (Cont’d)
Streamlined Operations &
MRO
Operations
Use Cases
5. Goods receipt of the ground for handling and catering related items during
aircraft turnaround (pushback, air bridge management
6. Goods issue and control in real time of customer reliability/solvability; shipment
allowance; actual weight; traffic data, etc… (Cargo Management)
7. Approval workflow for all air operations and ground services operations
MOBILITY
B2E mobile app
Regular and
ruggedized devises
will be needed
Benefits
Increase revenue-generating cargo
Increase business processes efficiency on ground
handling and air operations
Reduce cost and eliminate downtime
Increase revenue by better Invoicing
Accelerate financial closing time
External Users
Suppliers
Cargo Customers
Internal Users
Ground handling
Air ops teams
Cabin crew
Operations
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Engineering & MRO Improve assets safety and reliability
Streamlined Engineering
Operations & MRO
Engineering & MRO
Use Cases
1. Airline maintenance technician (AMT) mobile enablement to plan, execute, and
monitor all line maintenance and inspection activities, tasks, job orders,
publication, spares, packages, etc…
2. Resolution reporting of aircraft quality non-conformance and publishing of
technical manuals to engineering group, communicate damage details/images
and Real time response and collaboration among AMT and engineering
3. Quality Assurance to include inspection findings, approvals & workflows, quality
audit management & execution
4. Equipment, materials management for receipt, issue, count stock,
MOBILITY
B2E mobile app
Regular and
ruggedized devises
will be needed
Benefits
Increased AMT productivity due to reduced number
of round-trips between plane and line shack
Fuel savings due to reduced number of round-trips
between plane and line shack
Increased efficiency due to faster resolution of
engineering requests.
Reduced late-delivery penalties / refunded revenue
due to better on-time performance driven by faster
resolution of engineering issue
Reduced inventory cycle count time through better
inventory visibility
Reduce AMT repair / flight check cycle time through
better inventory visibility
External Users
Suppliers
OEMs
Internal Users
Technicians
Engineers
Maintenance
planners
Engineering & MRO
Demo
© 2013 SAP AG. All rights reserved. 17
Customer Services Improve customer experience throughout the journey
Improved Customer
Experience
Customer Service
Use Cases
1. Journey information management push of advises, traffic jam, railway/bus
strikes (provide other options), queues at security, immigration (other checks)
2. Personalized passenger recovery management schedule/gate changes flight,
status, rerouting, new connecting flights including boarding gate and hotels
3. Customer feedback and sentiment capture directly or through social media
4. Personalized inflight customer care by cabin crew to cater for loyal customers
5. Loyalty program management integrated with other partner programs
MOBILITY
A B2C mobile
application compatible
to all devices and
operating systems
B2E inflight app
Benefits
Increase customer satisfaction and overall journey
experience
Enhance passenger flow within the airport
particularly in recovery and security check-ins
Decrease late arrivals and departures
Drive ancillary sales revenues covering e.g. shop,
in-flight, hotel, car rentals, etc…
External Users
Travellers
Internal Users
Cabin crew
Travel agents
© 2013 SAP AG. All rights reserved. 18
Sales & Marketing Increase market share and drive sales revenues
Sales & Marketing
More Targeted Sales &
Marketing
Use Cases
1. Reservation and booking of tickets as well as online check-in
2. Purchasing complementary travel services e.g. train tickets, car rentals, hotels,
tourism packages e.g. Umrah
3. Purchasing of ancillary products before, during, or after the flight
4. Reporting dashboard for sales & marketing and executive management to view
up to date/real time sales and load factors
MOBILITY
A B2C mobile
application compatible
to all devices and
operating systems
Internal dash boarding
application for
reporting
Benefits
Increase reach and market share to new market
segments by leveraging strong mobile penetration
inside and outside of KSA
Facilitate booking and payment for all demographics
with different payment method capabilities e.g. cash
and/or credit card
Increase advertising reach and potentially converting
it to a more direct and personalized advertising
Drive ancillary sales revenues covering e.g. shop, in-
flight, hotel, car rentals, etc…
External Users
Travellers
Internal Users
Sales & Marketing
analysts
Management
Customer Service
Sales & Marketing
Demo
© 2013 SAP AG. All rights reserved. 20
Four Pillars of Enterprise Mobility at Airlines
Strategy and Vision
• Become a high-performance organization
by enriching and extending channels to
customers and consumers, as well as
improving efficiency of internal operations
by mobilizing strategic business systems
• Setting mobile solutions on top of
standardized, simplified and optimized
processes and systems
Governance and Organization
• Leverage established governance
structures enhanced by mobility
competencies
• Attach mobility to running programs and
initiatives to boost their impact
• Utilize Enterprise Mobility Management
solutions to automate the roll-out and to
enforce policies and guidelines (e.g.
security policies)
Platform and Infrastructure
• Provide a central Enterprise Mobility
Management Solution including Mobile
Device Management, Mobile Application
Management and Device Security
Management
• Establish Mobility Foundation
Architecture serving all different use
cases (B2E, B2C and B2B)
Mobile Application Roadmap
• Gain quick wins by implementing “low
hanging fruits” (SAP Standard Apps)
• Start with a phased approach in
different areas (IT, Employees and Field
Workforce) to gain momentum and get
internal visibility (Success Stories,
Showcases, Additional Use Cases and
Buy In)
SAP Mobile Platform
Build, Accelerate & Transform Your Business
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Enterprise Mobility Requirements
Application
Development
Infrastructure
Platform Services
• iPhone
• iPad
• Android
• BlackBerry
• Windows Mobile
• Connection management
• Data security (on device and OTA)
• Version control
• Mobile client databases for offline use
• Data synchronization
• ERP, database, business app integration
• Device detection and management
• Logging & reporting
20%
80%
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©2012 SAP AG. All rights reserved.
2
Unique End-to-end Mobile Platform
SAP Business Suite Databases 3rd Party Applications
Mobile Enterprise
Application Platform (MEAP)
Mobile Device
Management
Mobile Consumer
Application Platform (MCAP)
LoB/Industry Apps Customer Apps Analytics Apps
SAP Store
SAP Mobility Platform
Support for All
Popular Devices
Instant
Mobilization
Full-Service
Platform
Support for SAP &
Third Party
Apps/Databases
Imple
menta
tio
n a
nd H
ostin
g S
erv
ices
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SAP Mobile Platform One Platform to minimize complexity
SAP Mobile Platform
OData Interface
Hybrid Web Container
Native Applications
Mobile Business Objects
Consume Heterogeneous mobile devices
BlackBerry
iPhone
iPad
Android
Windows 8
Windows Mobile
Create
Eclipse
Control Device and server management and security
Management Console
Connect Heterogeneous
data sources
Databases
Web Services
Software Applications
SAP Business Suite
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Gartner Magic Quadrant for B2E & B2C Mobile Application
Platform
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Sales application for mobile
agents for new construction sites
Mobile MRO solution for
Airplane Ramp Maintenance
SAP Mobility Customers
Transportation Gulf
Platform for productivity apps
and field maintenance
Show room sales for automotive
customers
Workflow approvals and
employee self-service portal
Workflow approvals for
management
Mobile solution for field
maintenance engineers
Mobile maintenance and
spare parts mgt. solution
Exploring broad operations
& passenger mgt. services
Norwegian Railways – using
Syclo for track maintenance
Enterprise wide, web-based,
centralized, on-line e-maintenance
management system
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Questions ?
Run Better
fly…
Thank You!
© 2013 SAP AG. All rights reserved. 29
© 2013 SAP AG. All rights reserved.
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