With more than 100 aircraft flying to 62 destinations, the Jetstar Group (Jetstar) is the biggest low-cost carrier in Asia-Pacific by revenue. Much of the company’s recent growth is the result of international expansion, but back in early 2010, the challenges to international growth appeared formidable.
“We needed to grow from being a predominantly domestic airline serving east- and south-coast Australian cities into a truly international airline network,” says Stephen Tame, Chief Information Officer, The Jetstar Group. “To do that, we needed to expand or set up new offices and teams across Asia, but without losing our energy and team-working culture. We are young, mobile and dynamic—and we need to stay that way to repeat our success in Asia.”
To power expansion at reasonable cost, Tame wanted to provide staff in Australia and Asia with top-grade communication technology.
Installed at new premises in Melbourne, network telephony proved a great success. With Sonus SBC Gateways connecting the firm’s virtual private network to the ISDN phone network, and with Plantronics high-quality headsets, Jetstar no longer needed a PBX phone system. All staff retained local telephone numbers, but calls came through Lync directly to each recipient’s desktop, laptop or mobile.
In March 2011, Jetstar upgraded to Microsoft Lync Server 2010, with the help of Melbourne-based unified communications specialist IComm.
“We installed the Lync server on site, and downloaded the Lync application onto employee’s desktop or laptop devices,” says Stuart Callaghan, Account Director, IComm.
“This app becomes employees’ access point for all communications: Presence, instant messaging, voice calls, video calls and desktop videoconferencing. It also provides Jetstar employees travelling abroad with instant voice and video calling capabilities—all they need is an internet connection.”
“We chose to go straight ahead with Lync 2013 because the dynamic, multi-party video conferencing helps us co-ordinate transnational teams,” says Tame. “It helps us leverage our core capabilities rapidly into each new business.”
RESULTS & BENEFITS
Since the initial deployment three years ago, Microsoft Lync has helped power Jetstar into some of the most competitive airline markets in the world. “With Lync 2013, we still have all the energy and focus of a startup—despite being a decade old and spread right across Asia,” says Tame. “We are five airlines; but we live and work as a single team.”
Seamless international collaboration helped Jetstar launch its Tokyo-based airline six months ahead of schedule.
With cloud-based collaboration, Tame has dramatically improved mobility. “We have removed the desk anchor, and most of our staff work without a permanent seat or desk,” he says.
The technology roadmap for Lync is also a source of confidence. “With Lync, we are actively inventing and investing in new ways of working,” he says. “It means that when we recruit the bright, young graduates of tomorrow, their enthusiasm, mobility and energy will be an asset to Jetstar from day one.”