Scoot Increases Data Visibility by 90% with New Mission-Critical Command Center

Challenge

Transforming manual text communications into automated workflows

In 2024, the IT team at Scoot was tasked with developing a structured application to manage communications regarding flight disruptions. Their existing solution relied on text chat messages for communication, which were manually distributed across various teams. This caused stakeholder misalignment and delays in information dissemination. This challenge critically impacted customer satisfaction and operational efficiency.

They needed to build and deploy a secure internal communications application that would connect multiple services together to coordinate notifications and streamline communication blocks.

“We were looking for a low-code solution where we could deliver this application faster with a shorter period for development, something that is cost-effective, and a platform that our developers could easily pick up,” says Sim PeiYing, Manager of Technical Solutions at Scoot.

After researching different low-code platforms, Scoot chose OutSystems as the most agile, cost-effective, and developer-friendly option.

Solution

Rapid response during flight disruptions

Scoot had previously built several internal business operations applications with OutSystems, including Sky app, an application used by Cabin Crew to perform their duties onboard, and Ground Portal, for managing all operations and services.

With these successful applications in their portfolio, Scoot turned once again to OutSystems, their chosen low-code platform, to get the job done.

In just four months, the IT team at Scoot built and deployed vOCC from scratch. The vOCC is a robust communication platform that replaces the previous manual chat-based system. It connects seamlessly with Scoot’s Operations Command Center to receive notifications about operational issues. The app then automatically sends notifications to stakeholders in various teams, who can then disseminate the information internally. It also pushes notifications about flight delays and changes to travelers, ensuring that timely communication is delivered.

“One function in vOCC is automatic messaging during flight disruptions. Rather than manually typing out an email informing teams about the flight disruptions, the flight delay notification from the Operations Command Center syncs automatically with vOCC,” says Gia Linh Tran, a Product Owner at Scoot. “A message is then sent out to the relevant stakeholders at the push of a button.”

Results

Scoot soars higher with new disruption management system

The successful deployment of the vOCC application has enabled Scoot to stand out prominently in a competitive market. By pioneering a disruption-handling mobile app in the airline industry, they have positioned themselves as a digital-first airline that serves as a dependable partner during operational challenges.

With the vOCC application completed, data visibility has increased by 90%, and previously untracked disruption metrics can now be measured to improve operational efficiency. Manual processing time has also significantly reduced. “We have been able to save 60-70% of processing time because of this application,” says Linh.

With OutSystems’ built-in security and compliance features, the app is also fully secure to Scoot’s infosec standards. “vOCC is an internal application that might contain sensitive data, so it is important that there are no data leaks,” says Ting Soon Ang, Principal Engineer at Scoot. “With OutSystems, if I apply a patch to one solution, it applies to all of the applications we have built with OutSystems.”

“The switch to OutSystems has allowed us to significantly reduce the development time of a critical system from an estimated eight months to approximately two-and-a-half months.” says Ting Soon. “This innovative integration of technology not only enhances our operational efficiency but also highlights our commitment to addressing long-standing issues with cutting-edge solutions.”

The team has ambitious plans to expand its portfolio of internal applications, for example, to integrate vOCC into its Integrated Operations Command Centre (IOCC). IOCC includes additional operations-related solutions such as the Automated Crew Callout, currently being developed with OutSystems. They are also excited to dive into OutSystems’ integrated generative AI tools such as Mentor and Agent Workbench.