With ARIS RPA, a Robotic Process Automation solution provided by Software AG, GOL Linhas Aéreas was able to integrate different systems for planning the airline network and booking and selling travel tickets.
In addition to improving its operational efficiency, GOL increased its team's productivity, optimizing the work of specialized professionals with more strategic demands to support the Company's growth.
GOL Linhas Aéreas (“GOL”) reduced the time available for scheduling its flights with Software AG's ARIS RPA solution (powered by Kryon) from 20 days to four hours. In addition to improving its operational efficiency, the Company increased the productivity of its team, significantly optimizing the performance of specialized professionals, who began to dedicate more time to improvements and more strategic demands.
According to Paulo Palaia, Chief Information Officer (CIO) at GOL and director of GOLlabs, managing the flight schedule is a complex process for the sector. The Company used one system to manage the airline network and another for booking and issuing tickets for sale. “We had two distinct systems to carry out this crucial procedure for our operation. However, they were not integrated and generated hundreds of daily updates with booking and ticketing data. This process took a lot of time from the responsible team and required manual rechecking of information by dozens of highly qualified professionals. This unavailability of information had an impact on the offer of air tickets and on business decision-making for the planning of new routes, commercial opportunities, etc.”, explains Palaia.
GOL's IT department made several attempts to solve this integration issue with conventional approaches, which it decided not to take, mainly due to the complexity of the demand and the high cost of implementation.
In December 2018, Software AG conducted a proof of concept (POC) at GOL demonstrating the robotic process automation capabilities of the ARIS RPA solution. The solution was tested with the objective of carrying out all the necessary integrations between the airline network management and reservation and ticketing systems.
“We operate around 750 flights a day and up to 1,000 flights a day during peak season. Previously, with the need to manually recheck flights, our flight schedule data update process took up to 20 days. Today, with RPA, we do this job in 4 hours, coordinating more than 300,000 flights a year more efficiently” explains the CIO.
As operational efficiency and productivity improved, the team of specialized professionals stopped focusing attention on repetitive tasks. With the solution, they started to use their time to develop and search for innovative solutions and to create new business opportunities for the Company.
ARIS RPA – Robotic Process Automation
GOL chose the ARIS RPA solution because it identified Software AG as the supplier with the best capacity to meet the requirements of this project. “We received several proposals with similar technologies, but we chose Software AG largely because of the enormous commitment of the service team, which works in line with our values here at GOL. We feel a high level of involvement, concern for ourselves and 'making it happen'. This certainly had a big impact on the result and on improving our users' experience”, says Palaia.
The project also included the implementation of development services by the company Compasso (acquired by UOL Diveo), an integrator partner of Software AG.
GOL also identified dozens of processes with great potential for operational improvement. “Now, in addition to IT, several other areas of GOL want to adopt the ARIS RPA solution. Other processes should be automated by the end of 2019”, points out the CIO who adds: “Innovation and the search for operational excellence is in our DNA. We now have the ability to respond faster to unprogrammed situations, for example. With this, we were able to offer better services while reducing costs”, celebrates Palaia.
“Operational efficiency is one of our main purposes, and allied to that, we also offer the best experience to our Customers, with beverage services and different options of free snacks, live TV, Entertainment, wi-fi to all destinations, more ergonomics and comfort on board, etc”, concludes the executive.
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