Tailored solutions for customers all over the world
Around the world, more than 300 customers rely on the IT competence and services from Lufthansa Systems. Some 200 of them are airlines, representing the whole spectrum of business models: international network carriers, low-cost airlines and regional operators. Outside the airline industry, products such as VI&VA for publishers and media companies and infotainment for cruise ships are well established on the market.
The customer base at Lufthansa Systems is very stable. The relationships with many customers go back a long way, in some cases ten years and more. Vattenfall Europe for instance has put its trust in the IT know-how from Lufthansa Systems for more than 15 years. Since 2000, the company has realised a large number of joint SAP projects with Vattenfall Europe Information Services, a subsidiary of the energy utility, and developed an internet portal for its consumers as a new distribution channel.
In the airline sector the relationships sometimes even predate the spin-off of Lufthansa Systems. This is the case for Ryanair and Croatia Airlines, for instance. Emirates is a good example of the way many customer relationships develop. In 1996 the company selected the flight route planning system Lido/Flight and today it uses a wide range of products from Lufthansa Systems in its flight operations. Even if a customer is a member of another airline alliance, this has no impact on the quality and stability of the business relationship, as demonstrated by the oneworld member Finnair. The Finnish airline decided to work with Lufthansa Systems for the first time in 1997 and has continued to extend the scope of the partnership ever since.
Four regional management units are responsible for airline customers: Europe, Middle East/Africa, Asia/Pacific and America. These were set up in 2011 and are an important part of the company’s realignment under the Jetzt! programme. Regional managers are the primary point of contact for customers and have broad decision-making authority. Their remit covers the entire account and service management as well as sales.
As the largest single customer, Lufthansa Passenger Airlines is managed by the profit centre Lufthansa Group Airline Solutions, which was also created in 2011. The Industry Solutions unit has organised its sales on the basis of key account management.