Client: Emirates Airlines
Customer Journey Management for Facilities Services
Emirates Airlines partnered with Triway Technologies to transform its Facilities Management division's service delivery through a comprehensive Customer Journey Management and Queue Management System. The solution addressed challenges of managing 70,000+ employee service requests with automated routing, priority-based queues, end-to-end tracking, and built-in feedback mechanisms, resulting in improved turnaround times, enhanced transparency, and higher employee satisfaction.
Client Background
Emirates Airlines is one of the world's leading international airlines, employing over 70,000 employees globally. The organization operates a dedicated Facilities Management division responsible for handling a wide range of employee service requests and operational queries. With a workforce of this scale, the Facilities Management team faced challenges managing high volumes of employee requests, lack of structured workflows, delayed responses, limited visibility into request status, and absence of formal feedback mechanisms.
Business Challenges
Emirates Airlines faced critical operational challenges that required strategic intervention
High volumes of employee requests from 70,000+ global workforce
Lack of structured workflows for service request handling
Delayed responses impacting employee experience
Limited visibility into request status and progress
Absence of formal feedback mechanism for service improvement
Impact on operational efficiency and employee morale
Our Solution
Triway delivered a comprehensive transformation through integrated solution components
Customer Journey Management System
Designed and implemented comprehensive Customer Journey Management system tailored to Emirates' Facilities Management operations. System included automated request routing, priority-based queues, end-to-end tracking, and structured workflows for seamless service delivery.
Queue Management & Automation
Implemented queue-based service model with automated routing and priority management. System ensured efficient request distribution, reduced wait times, and improved service turnaround through intelligent queue management.
End-to-End Tracking & Visibility
Enabled complete visibility into request status and progress throughout service lifecycle. Employees could track their requests in real-time, while management gained insights into service performance and bottlenecks.
Feedback & Analytics
Built-in employee feedback mechanism enabled continuous service improvement. Data-driven insights provided actionable intelligence for service enhancement, resource optimization, and operational excellence.
Technology Excellence
Core platforms deployed to deliver robust, scalable, and secure banking infrastructure
Customer Journey Management
Service Management Platform
Queue Management System
Request Routing & Processing
Automated Routing
Workflow Automation
Analytics & Reporting
Business Intelligence
Feedback Mechanism
Service Improvement
Implementation Excellence
The transformation was executed through a carefully orchestrated program
Engagement & Discovery
Engaged with Vice President – Facilities Management and key stakeholders to understand pain points. Identified core issue as absence of structured customer journey and queue-based service model for internal employee services.
Phase 1Solution Design
Designed comprehensive Customer Journey Management and Queue Management System tailored to Emirates' Facilities Management operations. Defined automated routing, priority-based queues, tracking mechanisms, and feedback framework.
Phase 2Implementation & Training
Implemented solution with automated request routing, queue management, end-to-end tracking, and feedback mechanisms. Conducted staff enablement through comprehensive training programs.
Phase 3Go-Live & Expansion
Successfully deployed solution with seamless handling of employee requests. Platform received internal recognition and was expanded with additional services, demonstrating long-term value and scalability.
Phase 4Transformational Results
The transformation delivered measurable improvements across all key performance indicators
Operational Excellence Achieved
Automated routing and queue management improved service delivery
Reduced response and resolution times through structured workflows
End-to-end tracking provided visibility into request status
Improved service experience and feedback mechanisms
Business Growth Delivered
Analytics enabled service improvement and resource optimization
Facilities Management division received organizational recognition
Solution expanded with additional services following success
System continues to be actively used and enhanced
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