One of the world's largest airlines turns to Sartoris Technologies to maximize its capability with a mock training simulator
With one of the world’s largest fleets, the Chicago based airline is guided by industry standards when it comes to training its airport staff. The new employee training program is focused on helping new hires become prepared to face passengers and provide a world-class service to its customers. To deliver a rich, pragmatic educational experience, and ultimately prepare new staff as effectively as possible, the airline wanted to provide a fully functioning simulator with an experience virtually identical to that in real-world airport environment for new employees to be trained on.
Sartoris Technologies developed a complete, fully functioning replica of the airline’s passenger management platform. The training simulator infrastructure and services needed to be highly responsive and continuously available in order to ensure a quality learning experience for the new employees. Through its partnership with Sartoris, the airline was able to deliver a better educational experience and realize optimal service for its customers.
The airline company has a rigorous training program for its newly hired airport staff, which prepares them to provide excellent airline passenger experience at every airport the airline serves. Guided by industry standards, the training focuses on helping new airport employees become highly prepared for their everyday tasks and succeeding in providing best passenger care.
Sartoris Technologies delivered a robust training infrastructure that would offer new employees the same experience as working with the real software at the airport counter or gate. The training simulator needed to be much more than a “sandbox” with real-life scenarios. The simulator needed to have the same software application as the production version. To achieve these objectives, the training simulator had several critical requirements:
While the airline was running the production passenger management solution, their IT staff members weren’t equipped to develop a simulator tool, nor familiar with the specifics of the application in use.
The airline enlisted the Sartoris Technologies team, an established long-time partner, to develop and support the training simulator and its infrastructure. The team was uniquely equipped to provide the services, expertise and support the airline required.
The project was executed following an Agile management approach. During the development phase, the Sartoris team set up daily scrums and backlog grooming with the client and performed sprint with ongoing planning updates and already performed reviews. With frequent demos for the client, followed by multiple weekly internal and external progress updates the team was able to offer the following capabilities and services:
By delivering a highly responsive solution the airline is able to constantly recreate the dynamics of a real airline agent/passenger environment, which helps the airline better fulfill its training mission of new airline agents.
Following are some of the key architectural elements that comprised the training simulator, which is built as a cross-platform application for the web (single page application) and iOS.
The airline is now expanding its simulator training tool to include international flights and passengers. Customer intelligence will fuel decisions on everything from routes to aircraft types to the seat selection. The ultimate goal is to give every airline team member who touches customers the information they need to serve customers better.