BRA, Braathens Regional Airlines, is a privately-owned airline that primarily flies domestic routes within Sweden. BRA was formed in 2016 through the merger of a number of Swedish regional airlines, including Malmö Aviation and Sverigeflyg. BRA flies to 19 destinations and has 1,100 employees. The company’s goal is to be completely fossil-free by 2030.
The thing that gives us the most satisfaction is the actual partnership, says Michael Quist, CIO at BRA.
The challenge, when several companies were merging into one, was to establish uniform and unified IT operations. Allowing Iver to be a full-service provider means that BRA now has standardised IT services provision.
Iver’s service provision for BRA began on a small scale in 2016 in response to a recommendation from another supplier. The partnership has been growing ever since, with more and more services added to the package. In 2016, BRA moved its servers to Iver’s data centres. Today, Iver is now a full-service provider for all IT operations. All of BRA’s customer service centres, for example, use Iver’s telephony service, with integrated contact centres, which gives BRA greater flexibility and improves their ability to interact with their customers over the phone, via chat functions, and through social media.
One of Iver’s strengths is that you have a personal customer team: when you call support, you don’t get through to some unknown engineer – it’s like you’re calling a colleague. We work with our service team on a daily basis and they’re like part of our organisation. Iver’s Group Manager, for example, always attends our internal weekly meetings. The thing that gives us the most satisfaction is the actual partnership: we have a very close dialogue and Iver are like a partner for us. When we measure our internal customer satisfaction with Iver, we’re seeing a rating of 4.8 out of 5.0, says Michael Quist, CIO at BRA.
BRA, which operates in a sector where security requirements are very stringent, has its own specialist competence in a number of areas within their IT department, such as processing and analysis, IT operations, and business intelligence. The five members of the IT department who work with the infrastructure and internal applications, amongst other things, maintain a close dialogue with Iver.
Having good IT support that our employees can access easily is vital to our ability to continue doing our job and giving our passengers a good experience. The fact that we, in the IT department, have access to the “Supplier’s” Customer Portal means we have full control over and direct insight into the ticket processing system, where we have full transparency when it comes to following Iver’s work. Iver are very responsive, work closely with their customers, and are passionate about giving us the solutions we need to develop our operations, says Michael on the subject of BRA’s partnership with Iver.