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Service Management1
Service Management

Service Management

From airlines to ATC, our customers value our global, top-flight customer service, offering 24/7 expert support and professional consultancy.

Work Once: Project Delivery

Whatever your vision, SITA FOR AIRCRAFT’s dedicated project management service delivers a robust and proven framework for delivering success along the customer journey, led by our experienced global team.

Our accredited project managers give ownership, focus, visibility and risk management throughout delivery, managing a smooth and timely handover to customer operations.

Our Work Once: Project Delivery approach, structured around well-defined processes and industry standards, draws on methodology such as PMI, Prince2, Six Sigma and ITIL.

Project managers lead delivery by coordinating a joint team of SITA FOR AIRCRAFT, customer and, if applicable, third-party resources, to deliver projects on schedule.

We also work closely with customer administration and user teams to fully understand your working environment, operational and training needs. This is carried out in accordance with compliance and project requirements, which we regularly document and validate.

Throughout any project, we work tirelessly to maintain business continuity for customers, with regular status updates and reviews.

Work Every Day: Service Operations

Our 24/7 service operations organization provides our customers with constant monitoring, care and support.

To ensure full-service continuity and disaster recovery, our primary supervision and service desk operations are designed to “follow the sun”, with centers based in Singapore and Montreal.

Our highly motivated teams are qualified and regularly trained to provide the professional and efficient customer support required by the mission-critical nature of our products.

All our key service management processes – whether incident, problem, change, service request, etc – follow industry-recognized ITIL best practices.

We enable fast and efficient support thanks to our integrated supervision systems in tandem with our central service management platform.

Work Together: Customer Service Management

We are focused on delivering on our promises – it’s at the heart of what we do, day-in and day-out. That’s why the way we manage the technical and business performance of our products is second to none.

Our customer service management teams are located regionally, so we’re never too far from you and your operations. Ensuring regular engagement and a complete knowledge of your operations, our customer service management teams aim to work proactively with your technical and business departments to ensure you get the full value and benefit of our products and services.

Our customer service specialists and field representatives work proactively with you to ensure you receive the expected technical outcomes from our products and services. Meanwhile, our customer success team provides value-added support by analyzing usage trends, ensuring you get maximum value from our products and services.

Accountable for the overall quality of service and contract deliverables, our customer service management specialists can proactively identify and coordinate opportunities for service enhancement, including cost reductions, accurate billing and greater value generation.

They also manage change requests, optimize operational processes, and track improvement plans related to service business performance.

Professional Services

When it comes to deploying our products, we accompany you along your entire journey, whichever department – flight operations, engineering or product – you’re in.

We know the applications used by your operations center are mission-critical, whether they’re hosted on your premises or in the cloud.

This is why we come with you every step of the way to deploy flight planning, tracking and messaging solutions, in an environment adapted to your needs, ensuring you have the required technology, training and support to run your business efficiently and effectively.

The same goes for aircraft modifications. You can rely on our internal expertise and partnerships with certification houses to manage the complete lifecycle of a connectivity system installation, be it for flight crew or passengers.

We also offer consultancy, benchmarking and best-practice recommendations for the cabin to help you market your inflight connectivity services to your passengers. With us, passenger connectivity has never been so easy.