Fujitsu Services

bmi gets Fujitsu on board to manage its IT services throughout Europe

bmi, the UK's second largest scheduled airline, today announced a ten-year IT managed service contract with Fujitsu Services, one of Europe's leading IT infrastructure management services companies, to manage and modernise its IT services. The contract is worth £60 million, and will see Fujitsu run bmi's business applications, servers, voice & data networks, desktops and websites.

London, 28th May 2004 — By outsourcing its IT, bmi will gain direct cost savings and increase revenue and internal productivity, at a time when the airline industry is working to combat both falling revenues and customer insecurity within a difficult operating climate.

The contract encompasses bmi facilities at airports in the UK and its flight destinations across mainland Europe. Fujitsu's outsourcing and integration expertise will provide bmi with improved systems resilience and improved capability for over 2,500 staff. bmi will now have more time to focus on running its core business, and ensure that the measurement of quality of service is aligned to business success.

The contract is thought to be a first for the airline industry, as the contract costs will be transaction-based. Fujitsu will receive payment per seat booked online on flybmi.com and bmibaby.com. This represents a shift from a fixed cost base, to a variable cost base aligned to the number of flights booked with bmi.

Customer Relationship Management technologies will enable bmi to deliver new, high quality services, improving customer attraction and retention. Examples of such benefits include:

• More efficient ticketing, through initiatives such as ticketless travel, e-ticketing and the introduction of web enabled call centres
• Multi-channel access, enabling travel information to be delivered to customers' desktops, mobile phones, PDAs or digital TVs at any time, in any location
• Reduced check-in time through remote and self-service check-in

CRM technologies will generate a single, integrated view of individuals' journeys, profiles and behavioural trends, so that bmi can offer additional, personalised revenue generating services such as facilities for business meetings at airports and special offers for groups of business travellers.

Richard Dawson, IT director, bmi, said: "Fujitsu was the logical choice for us. Its recommendations on how best to align IT with our business strategy provided us with clear and measurable goals. Our customers will be the real beneficiaries; our services will enable us to deliver real savings in time, cost and efficiency."

Paul Lynch, account director, Fujitsu Services, said: "This new stage in our relationship with bmi will bring great benefits to its customers. Greater cost efficiencies aligned with cutting-edge technology and IT management from Fujitsu will enable bmi to continually provide the high standards of customer service for which they have become known."

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About Fujitsu Services

Fujitsu Services is one of the leading IT services companies in Europe , Middle East and Africa . It has an annual turnover of £1.74 billion, (€2.58 billion) employs 14,500 people and operates in over 20 countries. It designs, builds and operates IT systems and services for customers in the financial services, telecom, retail, utilities and government markets. Its core strength is the delivery of IT infrastructure management and outsourcing across desktop, networking and data centre environments, together with a full range of related services, from consulting through integration and deployment. Headquartered in London, Fujitsu Services is the European-centred IT services arm of the Fujitsu Group. The Fujitsu Group is a US$45 billion (€37 billion) leader in customer-focused IT systems and services for the global marketplace.
For more information, please see: uk.fujitsu.com

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