KLM outsources IT workplace management and service desk to Unisys

24 June 2016 Consultancy.uk

The Dutch arm of the Air France–KLM Group, KLM Royal Dutch Airlines, has signed a five-year outsourcing contract with Unisys for the delivery of onsite IT services.. Unisys takes over the role from Fujitsu, who has provided the service for the airline since 2000. The new IT contract aims at bringing down service-delivery costs while improving customer satisfaction, staff productivity and drive innovation.

KLM Royal Dutch Airlines (KLM) is the oldest airline in the world still operating under the same name since its inception. Nearly a century ago, in 1919, KLM was founded by Albert Plesmanplein; today, the Dutch airline is headed by President & CEO Pieter Elbers. KLM flies to over 135 international destinations in more than 60 countries and has a workforce of nearly 30,000 employees.

In 2000, KLM signed an IT outsourcing contract with Fujitsu. The ICT-service provider took responsibility for the delivery of service desk services and onsite services for the airline. The services contract was retained after the merger with Air France in 2003, and in 2009, Air France too entered into collaboration with the IT service provider.

KLM outsources IT workplace management and service desk to Unisys

After around 15 years, the cooperation between KLM and Fujitsu has reached its end. The airline has announced a new contract with Unisys, an American outsourcing provider. The contract has a term of five years, and, as part of the deal, the Dutch subsidiary of Unisys takes onboard at least twenty-five of Fujitsu’s local staff, which are currently performing onsite IT services for KLM.

Unisys will deliver the service desk and onsite services from the Airline’s central locations at Schiphol Airport and Amstelveen. The company will serve all of KLM’s nearly 30,000 staff 24/7 in English and Dutch. The deal will see the company provide on-site support, special services for specific IT equipment, installations, moves, IMAC and logistics. Additionally, Unisys provides support for the airline’s more than 20,000 devices - include laptops, desktop computers, printers and iPads.

The change of service provider, according to KLM’s press release, aims to reduce IT service costs, while simultaneously, the company aims to see improved productivity and satisfaction of end users. For example, Unisys says it will quickly anticipate operational disruptions, while leveraging innovations in IT infrastructure and at the service desk.

Olivier Houri, Vice President and Global Head of Travel and Transportation at Unisys, says "Unisys is very pleased to add KLM Royal Dutch Airlines to its growing portfolio of airline and aviation customers. Our services solution will help KLM Royal Dutch Airlines achieve its aggressive goals in improved operational cost and timely, efficient service to employees and passengers. Plus, the suite of services we are providing can scale to support the company's long-term growth plans."