Business Background
Aviareps PLC is a dynamic airline representation business requiring fast, secure connections to a number of airline systems. The initial challenge for CSE was to facilitate concurrent connections to these multiple systems working on the same set of PC’s within a call centre. Our consultative approach to IT management in partnership with Aviareps has ensured an ongoing business relationship for over a decade.
Business Objective
Aviareps organic business growth, coupled with aviation industry changes have necessitated a programme of ongoing IT development based on business demands including:
The initial stabilisation of the Aviareps network.
Introducing and integrating Microsoft Windows 95 and all subsequent Microsoft upgrades.
Delivering ongoing client support and break fix solutions.
Solution and Implementation
Stabilising the network
When we started working with Aviareps in 1997, their systems comprised a Novell 2 server with MS-DOS workstations. These workstations connected to a number of airline host systems via different gateway systems.
The network stability was insufficient due to the use of the old Novell 2 system and together with 10Base2 cabling. CSE stabilised the system by locating cable faults in the 10Base2 system and then upgrading from Novell 2 to Novell 4.11.
CSE helped Aviareps through these initial issues and gained the trust of both the management and the users.
During the early part of our relationship Aviareps major requirement was establishing connections to remote host airline systems. This was achieved in the most part by proprietary gateway systems connected to private circuits that were both complex and expensive. The expense was not just in the cost of the equipment such as the gateway but also in the telephony and technical support required.
Today most airline host connections are made through VPNs over the internet. CSE’s role has been to implement the smooth transition from private circuit to internet connection and in the process resolve many complex routing issues that arise from the challenge of integrating third party secure connections into the Aviareps network.
CSE have subsequently replaced the 10Base2 cabling with Ethernet 100Base-T.
Microsoft Windows Induction
Over time CSE introduced Microsoft Windows 95 and an email system. The initial connection to the internet (in 1997) was a dial up system. This was sufficient as at that stage in the internet revolution email volumes were relatively low.
It was necessary for CSE to test the Windows 95 systems using the appropriate proprietary software for the associated proprietary gateways and airline host systems. This took engineering skill and patience, and an understanding of how networks work together with the different protocols that each system uses.
Over time these Windows 95 machines were upgraded to Windows 98, then Windows 2000, and finally Windows XP Professional. The cost-benefit of upgrading to Windows Vista is under constant review.
Following CSE’s recommendations based on current network traffic and email volumes Aviareps have installed a synchronous business broadband connection with backup and a further secondary ADSL line to ensure fast responses and to minimise disruption should a single circuit fail. CSE manage the Windows 2003 Server (the progression from Novell 4.11) and the Microsoft Exchange server which currently handles Aviareps complex email requirements.
System security and connectivity
For Aviareps, the ability to maintain a secure and stable network is paramount in order to provide the best possible service to client airlines. In addition to providing the usual anti-virus and firewall protection, CSE have recommended and implemented a number of additional solutions to meet this requirement, examples are:
Installation of Finjan network security system in order to protect the network from spyware and virus threats from the internet.
Installation of a WSUS server to ensure every PC benefits from the latest Windows updates in a timely manner.
Installation of a Mailclense spam filter.
CSE have been able to assist Aviareps in developing company communications to improve productivity by the use of recent advancements in technology. A terminal server has been installed allowing staff to access company resources while out of the office. Additionally CSE have configured Blackberry Enterprise software on the Microsoft Exchange server allowing staff to access email via Blackberry handheld devices.
Configuration of secure VPN’s has meant improved communications and secure sharing of resources between Aviareps head office in Crawley, West Sussex and other bases in central London and elsewhere in continental Europe, such as the company’s wide network in Spain.
Client Support and Consultancy
An important part of CSE’s role in association with Aviareps is to advise the company on all IT related developments at regular meetings, typically once every three months. During these meetings we cover any issues that may have occurred over the preceding months and discuss upcoming developments. It is also a chance for CSE to explain to Aviareps the changing nature of IT and how that this will impact on Aviareps business. CSE are able to provide good advice due to the close nature of the relationship between the two parties.
With the advance of technology the engineers have been able to implement a remote break fix connection method. Using a piece of software, the help desk engineer is able to connect to the clients PC and fix the issue with out leaving the office or inconveniencing the client.
Client Outcome
The partnership continues to this day, with CSE supplying comprehensive IT support and consultation, ensuring Aviareps takes full advantage of emerging technology and cost-saving IT solutions.
Visit www.aviarepsplc.com