IMPLEMENTED A CUTTING-EDGE CONTENT MANAGEMENT SYSTEM FOR A LEADING AIRLINE AND ACHIEVED 80% FASTER DEPLOYMENTS AND > 99.9% UPTIME

CLIENT

A leading global airline.

BUSINESS CHALLENGE

The client was grappling with outdated systems that hindered its customer engagement and operational efficiency. Their loyalty system faced limitations as the old loyalty platform could not accommodate multi-partner and omnichannel point-earning or redemption workflows.

Moreover, the complex, outdate UI on the previous customer portal offered inefficient user experience and did not support modern work modes, including online, offline, and hybrid environments.

SOLUTION

Mphasis partnered with the client to implement a modern, scalable, and intelligent content management system. Our innovative deployment approach with Agile + DevSecOps enabled secure, iterative delivery.

The key aspects of our agile-led digital transformation included:

Strategic Roadmap: Collaborated to define a clear strategy and transition roadmap.
Agile Organization: Transitioned the entire organization to an Agile methodology to accelerate delivery and responsiveness.
New Platform Features: The new platform delivered a rich, feature-packed environment to optimize loyalty and engagement:

o Digital Fingerprinting – Real-time fraud detection
o Gamified Member Onboarding
o Behavioral Analytics – Including event tracking for deep insights
o Hyper-Personalization – Leveraging member profiles and activity data
o Unified Search Widget – For all earn and burn transactions
o Interactive Dashboards – Aggregated multi-partner transactions
o Personalized Notifications
o Seamless Integrations – With 3rd-party systems via web services
o Reusable UI Components – Shared across multiple web assets
o Centralized API Library – Consistent business logic exposure
o Single Sign-On (SSO) – Unified access across platforms
o Decoupled Architecture – Supports horizontal scalability
o Scheduled Content Deployments
o WCAG 2.0 AA Compliance – Accessibility for all users
o Content-as-a-Service – Reusable, partner-ready content distribution

BUSINESS BENEFITS

> 99.9% Uptime – Leading to high customer satisfaction

10x Traffic Scalability – Leading to high customer satisfaction

80% Faster Deployments – With no third-party dependency

50% reduction in effort for big releases and 90% automation for weekly releases with automated code merging