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Riyadh Airports Company

SAP S/4 HANA Integration Case Study

Introduction

Client Background

Riyadh Airports Company (RAC) is a part of the privatization program of the aviation sector in Saudi Arabia. Riyadh. Riyadh Airports is now managing and operating King Khalid International Airport (KKIA) in the Saudi Capital and is working on upgrading the KKIA infrastructure and expanding with new services and facilities. Expansion in KKIA facilities will include operating terminal 6, which could be the largest in the Middle East

Challenges

Business challenges

1

Complaints in the airport different terminals

2

Traveler access to airport services

3

Time to Resolution of Complaints

4

Integration between external experience and internal systems

Key points

How SNS helped

  • Partner and Stakeholder Alignment
    SNS helped RAC build their Digital Platform with strong alignment between partners and stakeholders on both local and global levels, to ensure that consumer satisfaction is exceeded by pleasant, safe, and efficient services.
  • Full Automation
    Help RAC to reach for the full automation and integration of the customers help line.
  • Faster Resolutions
    Help RAC to speed up the Resolution of Complaints

Value

What value did SNS deliver?

Here’s an overview of the value we delivered for this project:

Masar System (Hybris)

SNS delivered “Masar System (Hybris)” which allows the Traveler to benefit from an integrated help desk, that provides several services, that includes missing luggage, Handicap assistance, Traveler feedback, and social media tracking

S/4 Hana ERP, SAP Billing, and SAP BPC

SNS delivered S/4 Hana ERP, SAP Billing, and SAP BPC

8 SuccessFactors modules

SNS delivered 8 SuccessFactors modules including Employee Central, Recruiting, Onboarding, Performance & Goals, Succession, LMS, Offboarding and On-Prem Payroll.

Agile methodology

SNS followed a proven and recommended agile methodology from SAP called SAP Activate, which guides effectively for the deployment for on-premises and on-cloud solution.

18k tickets in month one

During the month of over 18k tickets were open in the system, interacted with over 25k travelers, and 260K social media posts have been tracked.

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