Right IT Services

BACKGROUND

Introduce your business and what you do there.

International Air Transport Association (IATA) is an association of airlines around the globe. Our mission is to represent, lead, and serve the airline industry. I work in the strategy part of the standardization settlement team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Right IT Services?

We have a customer portal that is powered by Salesforce where travel agents, airlines, or cargo agents can log in to use services and information. They can call or chat with a customer service rep through the portal to request assistance or submit queries. There are a lot of services available on the portal that are exclusive to the portal and can’t be done on the phone. We wanted to move some of the services off the customer portal to a mobile app.

SOLUTION

What was the scope of their involvement?

I gave the business requirements to Right IT Services. They developed our iOS and Android mobile apps. They had to use the technologies that come with them, like iTunes. They used Google Drive and OneDrive to transmit different versions of the app. Our development is based on Salesforce. They used Marvel App to give us demos. They used Tricentis Tosca for testing.

What is the team composition?

I had contact with 5–6 people, but most of my communication is with their technical architect, the Scrum project manager, as well as their CEO. I contact the technical architect for everything, and he distributes the work amongst the team.

How did you come to work with Right IT Services?

Right IT Services was hired before I started.

What is the status of this engagement?

We started working together in October 2017 and the work is ongoing. We’re still in the middle of development. We’re launching a pilot now and we’ll be rolling out globally in a month.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The biggest result is the fact that we have moved the app into production. A restricted number of clients continue to use the pilot. They’ll be able to download the app and use the functionalities of it and see their live information on the customer portal in terms of balances and usage in the account.

How did Right IT Services perform from a project management standpoint?

They use Jira to organize the stories and ethics of the project and the day-to-day activities. They deliver everything we ask them to deliver. This project isn’t huge, but it has 5–6 sprints. At the end of every sprint, they provide a demo that is on time. Some developments are dependent on others. They’re flexible and willing to move things around in the sprints in order to meet the timeline.

What did you find most impressive about them?

They’re technically capable and they have the right attitude. If there’s something they don’t know, they find out. Their attitude is most impressive. They’re friendly, flexible, and nice to work with. It makes the workflow much easier.

Are there any areas they could improve?

They’re a bit small. They have some people who are knowledgeable about Apple. My point of contact is learning Apple as we go along through the project from those in the company who have the knowledge. It’s not necessarily a negative. They get answers quickly from their colleagues.