industry & consumer business sector indra in the … in airline... · uplift data flight...
TRANSCRIPT
2010
wwwindraes
INDRA IN THE AIRLINE INDUSTRY
Industry amp Consumer Business Sector
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WHO WE ARE
The premier IT and
consulting company in Spain
and a leading multinational in
Europe and Latam
euro 2513 M in revenues
30000 professionals
106 countries
euro 500 M invested in RampD in
three years
GENERAL PRESENTATION
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Chile
China
Colombia
Congo
Costa Rica
Croatia
Czech Republic
Dominican
Republic
Ecuador
Egypt
El Salvador
Ethiopia
Finland
France
Germany
Greece
Guatemala
Honduras
Hungary
India
Indonesia
Ireland
Italy
Jordan
Kazakhstan
Kenya
Latvia
Libya
Lithuania
Algeria
Andorra
Angola
Argentina
Armenia
Australia
Austria
Bahrain
Belgium
Belize
Bolivia
Bosnia
Herzegovina
Botswana
Brazil
Bulgaria
Cameroon
Canada
Cape Verde
Spain
Switzerland
Syria
Tunisia
Turkey
Uganda
Ukraine
United Arab
Emirates
United Kingdom
United States
Uruguay
Venezuela
Vietnam
Zambia
Zimbabwe
Luxembourg
Macedonia
Malta
Mexico
Moldavia
Monaco
Morocco
Mozambique
Netherlands
New Zealand
Nicaragua
Nigeria
Norway
Oman
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Romania
Russia
Rwanda
Saudi Arabia
Serbia and
Montenegro
Singapore
Slovakia
South Africa
South Korea
STRONG INTERNATIONAL PRESENCE FOCUSED ON GEOGRAPHICAL MARKETS WITH HIGH POTENTIAL GROWTH
GENERAL PRESENTATION
More than20000 projects per year
hellipwhich represent
85of World
GDPOver 30 subsidiaries
References in more than
106 countrieshellip
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DIFFERENTIAL BUSINESS MODEL
Provider of all
spanish
companies listed
in Fortune
Global 500
GENERAL PRESENTATION
Top-ranked
clients
Innovation and
Talent
Own solutions
and technology
euro500 M invested in RampD in 3 years
30000 professionals
Own solutions for
every
industry
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MAIN SHAREHOLDERS
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
2nd EuropeanIT services company
by market capitalization
euro2300 MMarket
capitalization
20
Caj
astu
r
5
Cas
a G
rand
e de
Car
tage
na
57
Cor
pora
cioacuten
Fin
anci
era
Alb
a
10
Fre
e-flo
at
543
Caj
a M
adrid
Gas
Nat
ural
5
6
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SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
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INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
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Tele
com
amp M
edia
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Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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WHO WE ARE
The premier IT and
consulting company in Spain
and a leading multinational in
Europe and Latam
euro 2513 M in revenues
30000 professionals
106 countries
euro 500 M invested in RampD in
three years
GENERAL PRESENTATION
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Chile
China
Colombia
Congo
Costa Rica
Croatia
Czech Republic
Dominican
Republic
Ecuador
Egypt
El Salvador
Ethiopia
Finland
France
Germany
Greece
Guatemala
Honduras
Hungary
India
Indonesia
Ireland
Italy
Jordan
Kazakhstan
Kenya
Latvia
Libya
Lithuania
Algeria
Andorra
Angola
Argentina
Armenia
Australia
Austria
Bahrain
Belgium
Belize
Bolivia
Bosnia
Herzegovina
Botswana
Brazil
Bulgaria
Cameroon
Canada
Cape Verde
Spain
Switzerland
Syria
Tunisia
Turkey
Uganda
Ukraine
United Arab
Emirates
United Kingdom
United States
Uruguay
Venezuela
Vietnam
Zambia
Zimbabwe
Luxembourg
Macedonia
Malta
Mexico
Moldavia
Monaco
Morocco
Mozambique
Netherlands
New Zealand
Nicaragua
Nigeria
Norway
Oman
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Romania
Russia
Rwanda
Saudi Arabia
Serbia and
Montenegro
Singapore
Slovakia
South Africa
South Korea
STRONG INTERNATIONAL PRESENCE FOCUSED ON GEOGRAPHICAL MARKETS WITH HIGH POTENTIAL GROWTH
GENERAL PRESENTATION
More than20000 projects per year
hellipwhich represent
85of World
GDPOver 30 subsidiaries
References in more than
106 countrieshellip
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DIFFERENTIAL BUSINESS MODEL
Provider of all
spanish
companies listed
in Fortune
Global 500
GENERAL PRESENTATION
Top-ranked
clients
Innovation and
Talent
Own solutions
and technology
euro500 M invested in RampD in 3 years
30000 professionals
Own solutions for
every
industry
5
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ra in
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ra copy
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10
MAIN SHAREHOLDERS
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
2nd EuropeanIT services company
by market capitalization
euro2300 MMarket
capitalization
20
Caj
astu
r
5
Cas
a G
rand
e de
Car
tage
na
57
Cor
pora
cioacuten
Fin
anci
era
Alb
a
10
Fre
e-flo
at
543
Caj
a M
adrid
Gas
Nat
ural
5
6
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ra in
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ra copy
20
10
SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
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ra in
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ra copy
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
8
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ra in
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ra copy
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
9
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ra in
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10
INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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ra in
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
11
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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Chile
China
Colombia
Congo
Costa Rica
Croatia
Czech Republic
Dominican
Republic
Ecuador
Egypt
El Salvador
Ethiopia
Finland
France
Germany
Greece
Guatemala
Honduras
Hungary
India
Indonesia
Ireland
Italy
Jordan
Kazakhstan
Kenya
Latvia
Libya
Lithuania
Algeria
Andorra
Angola
Argentina
Armenia
Australia
Austria
Bahrain
Belgium
Belize
Bolivia
Bosnia
Herzegovina
Botswana
Brazil
Bulgaria
Cameroon
Canada
Cape Verde
Spain
Switzerland
Syria
Tunisia
Turkey
Uganda
Ukraine
United Arab
Emirates
United Kingdom
United States
Uruguay
Venezuela
Vietnam
Zambia
Zimbabwe
Luxembourg
Macedonia
Malta
Mexico
Moldavia
Monaco
Morocco
Mozambique
Netherlands
New Zealand
Nicaragua
Nigeria
Norway
Oman
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Romania
Russia
Rwanda
Saudi Arabia
Serbia and
Montenegro
Singapore
Slovakia
South Africa
South Korea
STRONG INTERNATIONAL PRESENCE FOCUSED ON GEOGRAPHICAL MARKETS WITH HIGH POTENTIAL GROWTH
GENERAL PRESENTATION
More than20000 projects per year
hellipwhich represent
85of World
GDPOver 30 subsidiaries
References in more than
106 countrieshellip
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DIFFERENTIAL BUSINESS MODEL
Provider of all
spanish
companies listed
in Fortune
Global 500
GENERAL PRESENTATION
Top-ranked
clients
Innovation and
Talent
Own solutions
and technology
euro500 M invested in RampD in 3 years
30000 professionals
Own solutions for
every
industry
5
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MAIN SHAREHOLDERS
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
2nd EuropeanIT services company
by market capitalization
euro2300 MMarket
capitalization
20
Caj
astu
r
5
Cas
a G
rand
e de
Car
tage
na
57
Cor
pora
cioacuten
Fin
anci
era
Alb
a
10
Fre
e-flo
at
543
Caj
a M
adrid
Gas
Nat
ural
5
6
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ra in
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ess -
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ra copy
20
10
SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
7
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ra in
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ess -
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ra copy
20
10
2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
8
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ra in
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ra copy
20
10
MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
9
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ra in
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ra copy
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10
INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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ra in
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ra copy
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10
SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
11
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ra in
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ra copy
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10
OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
12
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ra in
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ra copy
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
14
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ra in
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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ra copy
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10
VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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ra in
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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DIFFERENTIAL BUSINESS MODEL
Provider of all
spanish
companies listed
in Fortune
Global 500
GENERAL PRESENTATION
Top-ranked
clients
Innovation and
Talent
Own solutions
and technology
euro500 M invested in RampD in 3 years
30000 professionals
Own solutions for
every
industry
5
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MAIN SHAREHOLDERS
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
2nd EuropeanIT services company
by market capitalization
euro2300 MMarket
capitalization
20
Caj
astu
r
5
Cas
a G
rand
e de
Car
tage
na
57
Cor
pora
cioacuten
Fin
anci
era
Alb
a
10
Fre
e-flo
at
543
Caj
a M
adrid
Gas
Nat
ural
5
6
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SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
7
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
8
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ra in
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ra copy
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10
MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
9
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ra copy
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10
INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
11
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ra in
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ra copy
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
12
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ra in
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ra copy
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
13
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10
QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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MAIN SHAREHOLDERS
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
2nd EuropeanIT services company
by market capitalization
euro2300 MMarket
capitalization
20
Caj
astu
r
5
Cas
a G
rand
e de
Car
tage
na
57
Cor
pora
cioacuten
Fin
anci
era
Alb
a
10
Fre
e-flo
at
543
Caj
a M
adrid
Gas
Nat
ural
5
6
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SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
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INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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ra in
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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SINCE THE IPO (1999) INDRA HAS SHOWN A MORE STABLE PERFORMANCE THAN THE SECTOR AVERAGE
SHAREHOLDERS amp INDRA STOCK MARKET PERFORMANCE
20
-5
-85
-9
268
-150
-100
-50
0
50
100
150
200
250
300
Indra IBEX 35 NASDAQ FTSE eTX European
Companies
Sector
IBEX
Stock Market Performance IPO ndash December 2009
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
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INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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ra copy
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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ra copy
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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ra copy
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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ra copy
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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ra in
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ra copy
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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ra copy
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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ra copy
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2009 ANOTHER YEAR OF GROWTH
ECONOMIC ndash FINANCIAL INFORMATION
Revenues
2008 20092007
2380Meuro
2168Meuro
2513Meuro
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ra in
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ra copy
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
9
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ra copy
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INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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ra in
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
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ra in
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ra copy
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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ra copy
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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ra in
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ra copy
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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ra copy
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
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ra in
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ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
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ra in
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ra copy
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
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line
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ess -
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ra copy
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10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
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ra in
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ess -
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ra copy
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10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
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line
s B
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ess -
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ra copy
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
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ra copy
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10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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ra copy
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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MANAGEMENT MODEL
BUSINESS MODEL
AM
Outsourcing
BPO
Other
Energy amp Industry
Financial Services
Public Administration amp
Healthcare
Telecom amp Media
Transport amp Traffic
Security amp Defence
Sol
utio
nsS
ervi
ces
MARKETSOFFERING
Consulting
Own solutions
Third-party solutions
Integration amp systems
development
Network
9
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ra copy
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10
INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
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ess -
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
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10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
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ess -
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ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
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10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
9
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10
INNOVATION + TALENT
RampDampi 3 years
euro 500MCollaboration with more than 120
universities and research centres
30000 professionals83 graduates and higher qualifications
Over 40 nationalities
International
More than 9000 professionals
BUSINESS MODEL
10
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ra copy
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10
SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
11
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ra in
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ra copy
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
12
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ra in
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ra copy
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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ra in
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ra copy
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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ra copy
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10
VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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ra in
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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ra copy
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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SOFTWARE LABS
Spain (9)Slovakia (1)
Moldova (1)
Philippines (1)
Brazil (2)
Argentina (3)
Colombia (1)Panama (1)
Mexico (1)
20 Software
Labs
24 hours a day
3500 professionals
Project management
methodology
CMMi 3
ISO 20000
ITIL
Best Practices
BUSINESS MODEL
11
Ind
ra in
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s B
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ess -
Ind
ra copy
20
10
OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
12
Ind
ra in
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ess -
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ra copy
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10
BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
13
Ind
ra in
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ess -
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ra copy
20
10
QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
14
Ind
ra in
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s B
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ess -
Ind
ra copy
20
10
HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
15
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ra in
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ess -
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ra copy
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10
VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
Ind
ra in
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s B
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ess -
Ind
ra copy
20
10
13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
17
Ind
ra in
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line
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ess -
Ind
ra copy
20
10
Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
18
Ind
ra in
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ra copy
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10
E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
19
Ind
ra in
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line
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ess -
Ind
ra copy
20
10
Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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ra in
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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ra in
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10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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ra copy
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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OUR APPROACH TO SUSTAINABILITYBUSINESS MODEL
Indra is a business project conceived with an outlook of long term
sustainability linked to the positive performance of the company from
both an economical and environmental point of view as well as social
Indrarsquos business model is based on a culture encompassing innovation client
orientation the quality of solutions and services the talent of its professionals and the
commitment with society and the environment
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
Ind
ra in
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ess -
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ra copy
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10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
Ind
ra in
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line
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usin
ess -
Ind
ra copy
20
10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
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ess -
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ra copy
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
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line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
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line
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ess -
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ra copy
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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ra in
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
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ra in
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ra copy
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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ra in
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
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line
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ess -
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ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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ra in
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ra copy
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ra in
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ra copy
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10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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ra in
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ra copy
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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ra copy
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BUSINESS MODEL
Indra has developed strategic alliances with the main hardware and software vendors in the global
market
PARTNERS
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QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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ra in
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
17
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
18
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
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Air
line
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ess -
Ind
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20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
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ess -
Ind
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20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
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ess -
Ind
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20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
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20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
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line
s B
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ess -
Ind
ra copy
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
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ess -
Ind
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10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
13
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10
QUALITY
AWARDS AND REPUTATION
More than 20000 projects managed per year
96 of highly satisfied or satisfied clients
Among the first 20 companies worldwide in Project Management
UNE-EN ISO 90012000
Project management
methodology CMMi 3
ISO 20000
ITIL Best practices
Certifications in the Defence
industry
PECAL 2110PECAL 160
Certifications in the
Aerospace industry
UNE-EN 9100
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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HORIZONTAL OFFERING SUMMARY
OFFERING
Technology and
Resources Management________________
Enterprise Content
Management________________
Digital Markets
________________
Geospatial and
Emerging Technologies
________________
Architectures and
Technological Platforms
________________
IT CONSULTANCY
IT Management and ITIL
Consultancy________________
Customer support________________
Infrastructure
management________________
Application management________________
Technological support
for processes________________
Technological updating________________
OUTSOURCING
Security architectures________________
Electronic signature and
certification________________
Identity management________________
Management centres________________
Infrastructure protection________________
Border surveillance________________
Intelligent video-
surveillance system________________
Secure communications
SECURITY
ERP________________
BI________________
CRM________________
Self - Service IVR________________
THIRD PARTY SOLUTIONS
Unified Communications________________
Corporative connectivity________________
Transport networks________________
Radio communications________________
IP Contact centre
infrastructures
________________
NETWORKS
15
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10
VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
Ind
ra in
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20
10
13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
17
Ind
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ess -
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
18
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
19
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
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10
Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
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line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
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line
s B
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ess -
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ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
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line
s B
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ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
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line
s B
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ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
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line
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ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
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line
s B
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ess -
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ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
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line
s B
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ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
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line
s B
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ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
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line
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ra copy
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10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
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line
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ess -
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ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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ra in
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ra copy
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ra in
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ra copy
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10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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ra in
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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ra in
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ra copy
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VERTICAL MARKETS
OFFERING AND MAIN CLIENTS
11
Tele
com
amp M
edia
13
Fin
anci
al s
ervi
ces
14
Pub
lic A
dmin
istr
atio
n amp
Hea
lthca
re
15
Ene
rgy
amp In
dust
ry
20
Tra
nspo
rt amp
Tra
ffic
27
Sec
urity
amp D
efen
ce
16
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ra in
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ra copy
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
17
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ra in
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ra copy
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
18
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ra in
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ra copy
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
19
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
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ra in
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ra copy
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10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
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ra copy
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
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ra copy
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
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ra in
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ra copy
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
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ess -
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ra copy
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10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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13 of World Air Trafficcontrolled by countries using Indra technology
+ 150 million passengers per yearmanaged by Indra solutions for airlines
75 of Latin American passengersgo through Indrarsquos Revenue Accounting solutions
bull Iberia
bull TAM
bull GOL
bull Aeroliacuteneas Argentinas
bull Spanair
bull Binter
bull Air Italy
bull VuelingClickair
bull Azul
bull Mexicana
bull TAME
Some of our customersCLIENTS
ANSPs
ATM-ATC Authorities
Airports and Ground
Services
ProvidersHandlers
Airlines
INDRA IN AIRLINE INDUSTRY
bull LAN
bull TAAG
bull NATS
bull DFS
bull PATA
bull AENA
bull Eurocontrol
bull Oslo Airport
bull Ferrovial
bull Abertis
bull Orizonia
SOME FACTS IN AIR TRANSPORThellip
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
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Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
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ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
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eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
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FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
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FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
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FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
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INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
17
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Main
Airlines
Start-ups
Other
Airlines
LATAM
Spanish amp
European
Airlines
Other
Regions
INDRA IN AIRLINE INDUSTRY
OUR CUSTOMERS IN AIRLINE INDUSTRY
18
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E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
19
Ind
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10
Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
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GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
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ess -
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10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
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ess -
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10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
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ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
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ess -
Ind
ra copy
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10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
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ess -
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ra copy
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10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
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line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
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ra in
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line
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ess -
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ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
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ra in
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line
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ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
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ra copy
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10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
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ra in
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line
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ess -
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ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
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line
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ess -
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ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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ra in
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ra copy
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10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ra in
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ra copy
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10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
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ra copy
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10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
18
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ra in
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ra copy
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10
E -COMMERCE
FFP - LOYALTY
REVENUE ACCOUNTING
CONSULTING
SYSTEM DEVELOPMENT amp
INTEGRATION
CUSTOMER RELATIONSHIP
OUTSOURCING
BUSINESS INTELLIGENCE
RESERVATION SYSTEM
Solutions
Products
Services
Operations amp
Business Process
Consulting
Busines
Strategy
Technical and Operational
Solutions and Services
INDRA IN AIRLINE INDUSTRY
Indra offering comprises a wide range
of products solutions and services
covering from the strategic to the
operational level for controlling and
managing complex and critical
processes
OFFERING HIGHLIGHTS
19
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ra in
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10
Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
Ind
ra in
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ess -
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ra copy
20
10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
Ind
ra in
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ess -
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ra copy
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10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
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ra copy
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10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
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Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
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hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
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hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
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INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
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BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
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ra copy
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BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
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ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
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Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
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s B
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ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
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ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
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ess -
Ind
ra copy
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10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
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ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
19
Ind
ra in
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line
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ess -
Ind
ra copy
20
10
Key Benefits
Increase revenue by controlling efficiently
all sales
Improve sales agents control
Reduce time to process coupons
Improve airline cash flow
Reduce administrative and operating costs
Process control
ARACS FX is a complete solution that covers the whole range of Revenue Accounting
processes and controls the entire RA lifecycle
More than 200 million passengers of more than 30 clients are managed annually though
our solution
The system is fully integrated with most common Reservation Systems Amadeus
Sabre Navitaire and ERPs SAP ORACLE
Main features
Revenue recognition
Sales administration and control
Sales Audit
Reimbursements and interchanges
Credit Cards Management
Prorating
Interline invoicing
Coupon matching (sold and used)
Management Information System ndash ARACS MIS
INDRA IN AIRLINE INDUSTRY
REVENUE ACCOUNTING
20
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
20
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
GDS
CRS
BSP ARC
Uplift Data
Flight Systems
ICH
IDEC
Interline Data
Data
WarehousingCredit Cards
SAPATPCO TCN
ARACS FX
INDRA IN AIRLINE INDUSTRY
Indra services using ARACS goes from the in-house solution (licenses provision) to the
BPO service (totalpartial outsourcing of Revenue Accounting functions)
Our Revenue Accounting Services and Solutions help the airline to
control all sales whatever is the channel where they are made and ensure the
integrity of the complex RA processes and information
improve efficiency
provide better information to help the decision making process
REVENUE ACCOUNTING
21
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
21
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
ARACS FLY your best and economic e-business solution for your Frequent Flyer
Program
Easy to use quick to implement ARACS FLY covers all administrative and management
tasks of your FFP and provides all customer information useful for your Customer
Intelligence System
Key Features
Cover all process of earning and redemption of
milespointskm
Powerful analysis tools (marketing tool)
Flexible and adaptable
Easy to use
Information exchange with frequent flyer partners
Support corporate customers
Manage business liabilities generated by FFP
Able to manage interline invoicing
Key Benefits
Better knowledge of your clients through a better analysis
More efficient marketing campaigns adapted to each
client profile and using a direct communication channel
Improve customer attention providing information of their
history
Predict future behavior to through data analysis to be
more successful in marketing actions
More efficient use of commercial budget focusing on high
value customers
KNOW HOW YOUR CUSTOMERrsquoS HEART BEAThellip AND REACH IT
INDRA IN AIRLINE INDUSTRY
FFP - LOYALTY
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
22
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
eARACS is an integrated inventory sales and reservation system that fully support
mediumsmall size companies sales and inventory management processes
An easy flexible and economic solution for sales and distribution
Key Benefits
Complete solution tariffs inventory itineraries
reservation check-in and DCS
Simplified reservation and ticketing processes
Interline e-ticket
Reduce the number of systems required by an
airline (less interfaces less costs)
Quick implementation and easy integration
eARACS ndash INTERNET IN YOUR CORE BUSINESS
Key Features
Reservation engine and inventory manager
Useful for all kind of agents
bull Passengers
bull Agencies
bull Corporate users
Inventory Control
Ease the reservation and sales processes of airline website
Integration with GDS (Amadeus Sabre GalileoTravelport)
Manage E-ticket and adapted to industry rules and tariffs
All functionalities required by an alliance (through checking
ticketing server etc)
Excess Baggage
INDRA IN AIRLINE INDUSTRY
RESERVATION SYSTEM
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
23
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Convert your on-line channel in a real competitive advantage differential and
sustainable
Apply our innovative plan focused on increasing sales through improving web
positioning passenger experience and airline image while reducing costs by means of
technological update and sales channels convergence
Benchmark Position your e-commerce
channel regarding industry best practices
Quick Wins High impact in little time
Road Map Define e-commerce evolution in
line with business strategy
Consultancy design development and
integration
INDRA IN AIRLINE INDUSTRY
e-COMMERCE
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
24
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip INDRA RE-SHAPE YOUR ECOMMERCEFUNNEL TO INCREASE YOUR PROFIT hellip
INDRA IN AIRLINE INDUSTRY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
01 WIDEN YOUR STAGES
CONSIDERATION
CONVERSION
AWARENESS
LOYALTY
02 SHORTEN THE PROCESS
Improve Rate Conversion
Get More Visitors
DOUBLE YOUR INCOMES IN LESS TIME
gtFROM THE CLASSIC
MODEL
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
25
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
hellip SATISFYING CUSTOMER NEEDS
INDRA IN AIRLINE INDUSTRY
Everything for my travel as I desire everywhere
Passengers want to be in control of their journey
EVERYNEED
Always on Go with you
Easy to use
configurable and
made for the
customer
Everything
needed for
travelling
EASY TO USE
EVERYWHERE
Everyone connected socializeEVERYONE
ME-COMMERCE
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
26
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA SOLUTIONS TO RE-SHAPE YOUR ECOMMERCE FUNNEL
INDRA IN AIRLINE INDUSTRY
LOYALTYCONVERSIONCONSIDERATIONAWARENESS
gt gt gt
WID
EN
STA
GE
S
SH
OR
TE
N P
RO
CE
SS
SEO strategy
Mobile channel
Emarketing campaigns
Benchmarking Web
Content Syndication
Customer Intelligence
Social Media Optimization
IVR amp Video IVR
Product strategy
Virtual assistant
Affinity shopping
Customer Experience Cache
Datamining BI
Recommender System
Payment methods scoring
New and flexible payments options
Ancillariesintegration
On-line channels convergence
Preventive Fraud Control
NETplus
Marketing SMS
Loyalty program
Personalization
1to1 Marketing
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
27
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BI CRM amp FFP
In line with Airline strategy we adapt our airline solutions frameworks to each specific
requirements Practical and easy to implement solutions for Airline Balance Scorecard
Customer Relationship Management and Frequent Flyer Programs that already include
the airline industry practices business process and key performance indicators
A reliable platform that can evolve and escalate to match business growth changes in the
environment and new requirements
ldquoKnow your customersrdquoldquoOffer what they needrdquo
ldquoProactive hearing and
quick responserdquo
++
ldquoAdd valuerdquo
=
LOYALTY
euroMarketing SalesQuality amp
Service
Customer Insight
INDRA IN AIRLINE INDUSTRY
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
28
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
BUSINESS INTELLIGENCE
Industry applications
Corporate DW
Sales DW
Decision Support System
Data Mining
Customer Intelligence Business Intelligence
Indra has strategic alliances with main BI system providers
Data Warehouse Data Mart Airline Industry models
Financial Sales Marketing HHRRhellip
Business Intelligence Balanced Scorecard
Financial Applications Budgeting cash management
simulation working capital needs consolidation
management models for cost control
Commercial Intelligence market and trend analysis
customer behavior and preferences fraud prevention
data mininghellip
INDRA IN AIRLINE INDUSTRY
Own flexible methodology adapted to airlines A framework that can be implemented in a
modular approach
We provide data marts ldquoready to userdquo specific KPI definitions according to airline industry
requirements
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
29
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SOLUTIONS
FRM is Indra vision of Customer Relationship Management for airline customers
Flyer Relationship Management
Sales and marketing campaigns are not the only moments of contact with a customer Go
beyond and take advantage of all the moments during a travel you can contact your
customers to better improve their passenger experience
Flyer Relationship
Management
Airline oriented CRM
INDRA IN AIRLINE INDUSTRY
30
Ind
ra in
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line
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usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
30
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM PACKAGES
Basic Call Centre + Marketing
bull Passenger users and contact
management
bull Agencies operators and company
management
bull Complaint requests and suggestion
management
bull Call Centre activity control workflow
(escalated)
bull Integrated email channel
bull Integrated fax and phone channel
bull Sending outbound static campaigns
bull Tracking call centre reports and
outbound campaigns
bull Initial and periodic data uploading
gt Base Pack
Commercial datamart
Planning and operations datamart
Analytical reports and dashboards
Analytic Pack
bull Outgoing dynamic campaigns and
Advanced Segmentation
bull Target Event Log
bull Management and delivery of
vouchers discounts and bonuses
bull Real time campaigns
Requires Analytic Pack
bull Massive claims control
bull Basic integration with other
corporate applications
bull Custom workflows (resident data
control)
bull New Features
bull Group reservation management
bullRequests reception
bullOffer Generation
bullTracking
bull Public Web portal for customers
Marketing+ Pack
Call Centre+ Pack Group Pack
Connectivity Pack
Integration with the reservation and
operational systems and with flight
planning systems
Connectivity+ Pack
Integration for CTI Fax and other
communication channels
Base Analysis
Functionality
AdvancedConnectivity
INDRA IN AIRLINE INDUSTRY
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
31
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
FRM SCALABILITY
The Base Pack is sufficient to have a functional and operational Indra FRM
system It can then be expanded with the features that best suit the needs and
priorities of the airline
There is no need to implement Indra FRM in a single phase A gradual
implementation of the product is recommended strengthening capabilities and
expertise in each phase thus being able to address new phases with greater
probability of success and having an opportunity of rethinking the next phase and
future growing with the system
Planning example
Basic Functionality1
PHASE
Base PackBasic CC Basic Marketing
Advanced CC
2PHASE
CC Pack +Connectivity PackGroup Pack
Analytic Marketing 3
PHASE
Marketing Pack +Analytic Pack
Upcoming features4
PHASE
Connectivity Pack +New developments
Between 6 and 8 months According to analysis According to analysis According to analysis
INDRA IN AIRLINE INDUSTRY
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
32
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
INDRA IN AIRLINE INDUSTRY
Proven methodology flexible and modular approach according to software development
practices and standards
CRS integration Inventory Management integration and
other airline specific software
ERP solutions for Airlines
Fuel Trading (Allegro)
Bespoke development
SOA Governance and Architecture
iBuilder our framework to develop under SOA paradigm
hellip
SYSTEM DEVELOMENT ANDINTEGRATION
33
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
34
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
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Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
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Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
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CONSULTING
Airline Strategy and
Business Process
Improvement
Fleet Plan
Aircraft evaluation
financing and
selection
Operations
Maintenance and
Engineering
Market Analysis
Network Planning
Commercial and IT
Consultancy
Business Planning Strategic objectives definition markets fleet products and
services and on top of that financing But not only write it downhellip we also
support the airline in implementing this Strategic Plan until the end Business
Process Reengineering
A comprehensive understanding of the market is crucial for airline business
development and becomes vital for new incomers (start-up) An adequate
Network Design is the starting point in the path of getting benefits
Fleet selection according to the Network is probably the most importance decision
to be taken Our experts can collaborate in taking the best choice Financial
consulting in aircraft and spare parts purchaseacquisition lease management hellip
How can I make fuel savings Is there any space to improve my operations
model Can I assign the resources in better way How can I manage better my
spare parts rotable and reparable Insourcing or outsourcing
Distribution channels product design sales improvement revenue management
e-commerce developmenthellip and all supported by IT systems
Our consulting services include a specific and specialized Airline Consulting
INDRA IN AIRLINE INDUSTRY
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Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
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Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ess -
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20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
34
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ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Our service management models are the result of our vast experience in providing
outsourcing services (AM ITO SaaS hellip) These models are not only innovative in
operative models but pricing models according to business indicators evolution and
performance that make them best-of-breed services in the market
INDRA IN AIRLINE INDUSTRY
BPOAM
Preset objective costs
Service Level Agreements and productivity
Performance
Delivery deadlines
And all stated in a customer relationship
collaborative framework
INDRA is accountable for the maintenance
(corrective evolutive adaptative and
support) of airlinersquos applications (legacy or
market standard) with the following
features
AMBPO Referencies in Airlines
OUTSOURCING
35
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ra in
Air
line
s B
usin
ess -
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ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ra in
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line
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ess -
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20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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20
10
38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
35
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ra in
Air
line
s B
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ess -
Ind
ra copy
20
10
Eurofighter Typhoon
AV-8B+ Harrier
F-18 Hornet
F-14 Tomcat
F-16 Falcon
Mirage F-1
F-5 Freedom
A-7 Corsair
C-101
C-130 Hercules
CN-235
A400M
EC135
EC145
AS 350
EC225
AS 532 Cougar
S-76
Tiger
CH-47 Chinook
S-70A Black Hawk
SH-60B Seahawk
MH-53
A-320
ATR 4272
Boeing 737-800
King Air B200
Fokker 100
Fokker 50
Railway
Port Cranes
Buses
Trucks
Machinery
Experience
Customers
ORLANDO
MADRID
MUNICH
INDRA IN AIRLINE INDUSTRY
SIMULATION 30 YEARS OF SUCCESS
36
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
Ind
ra in
Air
line
s B
usin
ess -
Ind
ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
36
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ra in
Air
line
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ess -
Ind
ra copy
20
10
Procedures Trainers Full Flight Simulators Training Centres
Flight Training Devices
King Air B200 FTD
Fokker 100 CPT San Fernando Pilot Training Centre B737-800 FFS
B737 FMS CBT
CBT
ATR 72 FFS
INDRA IN AIRLINE INDUSTRY
TRAINING TOOLS COVERING ALL LEVELS OF SIMULATION
37
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ra in
Air
line
s B
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ess -
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ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
37
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ra in
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ra copy
20
10
2009 Spanair AM Revenue Accounting
2009 Affinity Shopping mobile check-in
2009 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Revenue Accounting (Aracs)
2008 Balance Scorecard amp CRM
2008 Clickair CRM
2007 Spanair Loyalty program (Aracs Fly)
2007 SEO optimization Excess baggage Ancillaries Web Check-in
2007 Airline Reservation System (eAracs)
2007 Revenue Accounting (Aracs)
2007 Revenue Accounting (Aracs)
2007 Interlineal billing prorate engine AM Services
2007 Revenue Accounting (Aracs)
2006 Iberia SME loyalty program amp Iberia Plus partner program
2006 Iberiacom website AM Services
SOME RECENT PROJECTS
INDRA IN AIRLINE INDUSTRY
38
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ra in
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes
38
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line
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ra copy
20
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38
Avda Bruselas 35
28108 Alcobendas (Madrid)
Spain
Tel + 34 914 807 053
wwwindraes