Modis International Assists British Airways with Service Center Support

Modis International began working with British Airways in 1999, when it managed their IM Service Centre (ImSC), providing a focal point for inbound IT issues, including first line support for mainframe, hardware, software, voice and airline-specific technology, as well as issue escalation and monitoring and third-party supplier management. The ImSC supports over 40,000 users and thousands of IT applications worldwide, and this new initiative will bring that level of service to thousands more. The ImSC was awarded full ISO 9001 quality accreditation in 2007, which was recently upgraded to ISO 9001:2008.

In addition to building on its already successful 10-year relationship, Modis International will begin supporting British Airways on several new initiatives, including second line assistance for Lotus Notes and Business Objects, and technical support for British Airways’ 249 self-service check-in kiosks across the UK and Europe.

Bob Teasdale, business manager for Modis International and head of the British Airways project, said: “Modis International has a proud and successful relationship with British Airways. This new project shows British Airways’ continued commitment to delivering world-class service and our commitment to helping them deliver on their success.”

BA Service Centre Team Leader, Clare Townsend, said: “British Airways is continually driven by the need to deliver excellence throughout our business, and this renewed partnership is an extension of that commitment. By building on the successful relationship we already have with Modis International, we will be able to deliver a quality service support centre that adapts to meet the needs of our internal and external customers.”

(c) Centre for Asia Pacific Aviation. Date posted: 12-Aug-09