Organising and providing private air travel for elite international travellers around the world for the last 50 years has put Air Partner in a ‘best in class’ position. The UK-based company arranges flights by chartering private planes to transport passengers and freight on any type of aircraft to every country in the world. Operating from 16 international offices, which together run an exclusive 24/7 flight operations centre, clients can access private air charter services at a moment’s notice, benefiting from Air Partner’s diverse experience, global reach and strong financial position. Air Partner offers the very highest standards of service to clients as diverse as the British Royal Household, entertainment and sports celebrities, Heads of State from around the world, aid agencies and NGOs, the Government & Defence sector as well as providing emergency services for multinational corporations.
Working in such a high-profile and time-pressured industry, Air Partner was keen to stay ahead of the technology curve and ensure that its staff remained highly efficient by working with a dynamic, agile IT solution. Microsoft Dynamics CRM was the solution already in use, with AlfaPeople providing application support from the UK since 2014, but there was a desire to integrate Dynamics CRM further into daily operations. A second goal was set to improve the efficiency of the CRM support function, which at the time was only reactive in scope. This led to ‘fire-fighting’ the issues raised and meant that the cost of maintaining Dynamics CRM was higher than anticipated.
As an established partner with in-depth knowledge of the Air Partner business, AlfaPeople put together a proposal in 2015, suggesting that it enhance the Dynamics CRM support service to a new support offering called Application Maintenance Framework (AMF)
. After a research and implementation phase, the live service would provide the client with a dedicated support team and the ability to implement a set of proven processes. AlfaPeople started the discovery phase during a number of handover meetings held with Air Partner, to ensure that the new retained support team could provide a high quality of service based on their deep understanding of the business and its IT support requirements. A series of ‘Internal Knowledge Transfer Sessions’ were also held for the new team.