1 Hitit Computer Services Company Profile Hitit. Crane. Excellence. Your team, your partner.
2 Hitit. Crane. All you need.
3 Table Of Contents CEO s Message About Us Solutions & Services Availability Customers Management
4 PSS Choice of fast growing airlines Hitit. Crane. Excellence.
5 CEO s Message Travel industry is receiving its share of opportunities from increasing global Internet access and related software technologies. With the liberation Internet and new software technologies have brought in, today s industry players have wider variety of options. From the times, even selling ancillaries was considered an innovation, today we discuss personalised direct sales, social media, mobility and how to best plan a holiday end-to-end. While legacy airlines adopt new generation airlines innovative services and agile approach, new generation airlines ever find new business models to ensure high-speed growth. Freed from technological and access constraints, today s industry is at a fast pace in adopting new business models, utilising new distribution methods and tools and personalising services. And this is where Hitit is placed with its new generation passenger services system Crane PAX, the core offering of Hitit s Crane Airline Suite. During these very exciting times with highest rates of accessibility in history and most innovative technologies opening up new opportunities for airline operators, we are here, with an ever growing user community spanning across the world, privileged to be taking part in this massive change, providing only the best.
6 About Us Founded in 1994 by two airline executives, Hitit Computer Services is one of the world s leading core airline, airport and travel software solutions and services provider with offerings that support the most complicated and demanding needs of any player in the industry. Hitit has established its Airline Division in 2005 and launched its new generation PSS solution Crane PAX that takes advantage of new software technologies and advancements in Internet access capabilities. As the core offering of Crane Airline Suite, Crane PAX supports the most demanding PSS needs of any industry player that is set for growth, differentiation and success. Among today s most successful players in the industry, Pegasus Airlines and SunExpress took on Crane PAX for their PSS needs in Crane PAX supported them all throughout their growth from the early days of their operation to the present day. Being a provider of such a wide spectrum of airline solutions for so many different varieties of airlines and other travel industry members makes Hitit solutions cutting-edge and Hitit services world-class. Expert in airline operations, Hitit team excels at providing the most dynamic solutions and best customer care regardless of whether it is the earliest years of customer operations, the most demanding and ever changing needs of the growth period or the scalability and the cutting edge of market leaders.
7 Hitit first developed Crane FF, one of the first airline loyalty solutions in the industry. Turkish Airlines and Icelandair took on the solution followed by Virgin Australia and Qatar Airlines in 2005, and many others across the world. While the Airline Division expanded into new markets, by 2013, the Loyalty Division s Crane FF was by far the most widely demanded airline loyalty solution in the global market not only by the most visionary airlines but also by Amadeus, one of the most prestigious travel IT providers in the airline industry and Hitit agreed to the acquisition of its Loyalty Division by Amadeus SA, effective from April The acquisition reflected Hitit s commitment to excellence and apart from the Loyalty Division departure, Hitit Computer Services remained unchanged and continues to operate under the previous shareholder structure, offering new generation PSS and other core airline solutions as before, including the fully-fledged loyalty and customer care features integrated into its Crane PAX.
8 The consistent increase in Hitit s customer base and geographic reach, as well as continuous follow-up business with existing customers, even at times when the global economy has stalled, are strong indicators that Hitit has achieved highest levels of customer satisfaction with its offerings, combining an agile approach to their needs with a team that works closely with them as partners in their business. Hitit s achievements are owed to the excellent focus on the subject area and strong partnerships, resulting in world-class solutions and services presented by a team that is totally dedicated to their customers success and can be summarized as follows: People Hitit brings together the industry expertise culminated over the years and the agility of young and vibrant engineers resulting in the best of both worlds in any technology company. Focus Founded by former airline industry executives, airline, airport and travel industry expertise reflects in Hitit offerings providing Hitit a very strong positioning and a sharp presence in the industry. Innovation - Hitit has always successfully positioned its offerings early in the market and has continued to provide innovative solutions. Great emphasis is put on researching and developing product roadmaps a step ahead of the market. Keeping close contact with its customers and creating a user community that feeds back the needs and issues of the industry directly back to Hitit has played an important role in achieving this. Partnerships Focused on its own offerings resulting in world-class products and services, Hitit partners with other organizations to extend its offerings providing Hitit customers a wider scope of opportunities from industry leaders.
9 Your team, your partner. Hitit. Crane. Excellence.
10 Solutions & Services As the cornerstone of the Crane Airline Suite, Crane PAX is a new generation passenger new generation airlines as well as the legacy requirements of the industry. Crane PAX is usually complemented with Crane DCS for departure control and check-in, structure of these solutions ensure smooth delivery and additional advantage of utilising Crane Airline Plus on the other hand, extends Crane Airline Suite, further covering Crane PAX webbased passenger service system (PSS) complete with IBE, built in web based DCS allows airlines and their affiliates to create, and deliver passenger services Crane Airline Suite Crane IBE as a full fledge, web-based PSS, it is comprised of Internet and mobile reservation Crane DCS fully featured web based departure control system Crane RA consolidates all sales data and supports sales analysis, reporting and prorating of services revenues and gross sales to manage setelments from a single source Crane PAX / Customer Care Layer single touch-point customer care centre for enterprise wide use Crane PAX / Loyalty Layer leading airline loyalty management system which is preferred by world's most prestigious airlines
11 services solution thats supports both the latest and ever changing business models of Crane RA for revenue accounting and Loyalty and Customer Care Layers. Embedded these capabilities in integration with passenger services. other aspects of airline operations. Crane SP supports most advanced schedule planning needs Crane Airline Plus Crane Crew crew management Crane CA cost analysis system that generates direct operating cost data from actual and contracted cost elements as well as allocated charges Crane OCC operation control Crane PAX / Travel Distribution Layer allows airlines to integrate their travel partners offerings to be incorporated into their booking cycle resulting in increased revenues and customer satisfaction Take off with Hitit.
12 Crane PAX Crane PAX is the cornerstone of Crane Airline Suite. It is a modern passenger service system (PSS) that allows airlines and their affiliates to create, design, distribute and deliver advanced passenger services. As fully fledged, web-based PSS, it is comprised of inventory management, fares, marketing tools, central reservations (CRC), Internet and mobile reservation and ticketing, agency distribution, check-in and departure control and call centre capabilities. Fully integrated with all the major GDSs, Crane PAX provides rich set of web services and integration options. Direct Distribution Alternatives Internet & Mobile Booking Engines, direct agency platform, call center and airline ticketing offices Indirect Distribution Alternatives Supporting all industry channels such as major GDSs and online travel platforms Ancillary Products and Services To create new revenue streams quickly and effectively and to distribute them through all distribution channels KEY FEATURES Airline Partnerships: Interline & Code-share Marketing Tools Built in (Optional) Departure Control Web-based departure control decreases the time of service at check-in desks, and to lowers the station costs Ancillary Sales at Departure Control Key touch-points for ancillary sales Customer Value Consideration Fully Integrated (Optional) Loyalty Layer With most advanced loyalty capabilities, giving airline 360 customer view Extensive customer touch-point and point-of-sales Web, mobile, kiosk and call center selling options to increase customer satisfaction and sales Scalable Support during fastest growth periods and beyond OTHER TRAVEL OPERATORS Crane PAX supports advanced inventory management, reservation and ticketing services for ferry and cruise operations and the entertainment industry.
13 Increased Revenues Result of ancillary sales at every touch-point, easy-to-manege airline partnerships and extensive distribution methods Reduced Distribution Costs Open PSS that allows airline s inventory to be distributed directly, without incurring additional distribution costs BENEFITS No Hidden Costs Boarded passenger segment based pricing with no hidden costs Reduced Departure Control Costs Increased Loyalty World-class loyalty solution preferred by the most demanding airlines in the industry Tighter Control of Consolidated Financials Built-in revenue accounting Increased Customer Satisfaction With self-service facilities, shorter service times, waitlist clearance, check-in and boarding in customer touch points Contrary to common legacy PSS and GDS practices, Crane PAX is an open PSS, which allows airline s inventory to be distributed directly, without incurring additional distribution costs. Crane PAX pricing model is based only on boarded passenger segment volumes meaning that there no hidden costs at every turn. This results in significant savings on distribution and operation costs as well as expanding the customer reach. Supporting each revenue generation, distribution and delivery stream commonly used in the industry, Crane PAX also allows airlines to up-sell ancillaries and cross-sell complementary travel services such as hotels, car rentals, insurance, transfers, destination events and many more. Ancillaries can vary from in-flight meals to seat selection, extra baggage allowance, and special baggage booking among others. Flexibility in configuration management and business processes definition tools results in increased efficiency and quality while increasing sales and optimizing customer touch points. Provided as application services, Crane PAX does not require investment in underlying infrastructure and it minimises up-front costs. Hitit Application Services cover hosting and operations of Crane PAX as well as support, maintenance and upgrades, distributing the operation costs over a number of years.
14 Crane PAX / IBE Crane IBE is highly customizable new generation booking engine that supports both web and mobile interfaces for online booking of an airline inventory. Crane IBE offers a convenient interface that allows designing a targeted booking process, offerings and views to different market segments. The solution enables multi-channel integration to make sales or reservations via the web, call centers, on-site kiosks, or front desks with full back-end integration from every customer touch point. Crane IBE also supports connections to Global Distribution Systems and other travel content sources. The solution is available in multiple languages, supports major currencies and integrates to major secure payment gateways. Internet / Mobile Bookings Internet / Mobile Check-in Manage Reservation KEY FEATURES Flexible Ancillary Service Design Flexible Booking Views and Process Multi Language Support Broad Payment Alternatives Dynamic Currency Conversion Mobile Tickets Sales Support Pre- and During Check-in
15 Customer Convenience and Satisfaction High Conversion on Bookings and Ancillaries BENEFITS Quick and Easy Implementation Efficient Booking Management Creates Room for Innovative Services Crane PAX s Internet Booking Engine enables passengers to purchase their tickets, and moreover allows refund and rebooking processes. Customers can easily make a reservation and/or purchase ticket and ancillary services such as seat, meal-on-board, insurance, travel products or reservation extension. Once reservation is done, customer can change/cancel reservation. Frequent flyer members can redeem their points while making reservation on the web. Finally customers can check-in for the flight. All of the functionalities that are supported on Crane IBE are offered both regular web interface as well as mobile-optimized process and interface. The simpler mobile interface supports all devices including tablets increasing the airline s reach. Crane IBE also updates passengers on the go with SMS and notifications concerning booking, check-in and flight changes. Crane IBE is developed with a flexible mindset: all offered services be it luggage, meals, seats, insurances or other services can be offered with different pricing and viewing options, and with the desired order in the booking cycle. Crane IBE, like other Crane products, is hosted by Hitit. The solution can be implemented quickly without any infrastructure costs and can be integrated to any host system.
16 Your team, your partner. Crane PAX / Loyalty Layer Enriched by a long history of product development from the requirements of many airlines this solution covers the most comprehensive frequent flyer functionality. Member Management is the central focus of Crane PAX/Loyalty Layer. All other loyalty management functions are built around member management providing the airline a full view of the member while managing the program in the most efficient way. From member details, to the loyalty status of the member, activities, usual destinations, preferences, campaigns for the member as well as the complaints, everything related to the member is made available to the program management allowing member needs to be addressed in the most effective way while optimising the transactions with the member. In airlines, the loyalty database has the richest and most up-to-date information about members and is a natural candidate for the Enterprise Customer Database. Crane PAX/Loyalty Layer Member Management functions are designed in such a way that the member database can also be used as the main customer database of the Enterprise CRM System. Crane PAX/Loyalty Layer allows program administrators to configure, monitor and manage the loyalty program with advanced accrual, redemption rules and fulfilment partners.
17 Take off with Hitit. Advanced Rules Engine Easily configurable rules engine supporting most advanced business requirements resulting in unlimited opportunities KEY FEATURES Advanced User and Member Views With specialised views for different end-users Supporting Vertical and Horizontal Loyalty Structures Embedded Industry Standard Adaptors Multilanguage Support Supporting any language and any script with configurable language tools Increased Customer Retention Increased Customer Acquisition BENEFITS Increased Customer Intelligence Increased Sales Increased Brand Value
18 Crane DCS Crane DCS is a web based departure control system that allows fast and effective check-in. It can be used as an integral part of Crane PAX or can be deployed as a standalone solution that can work with any reservations system. KEY FEATURES Web Based Decreases the time of service at check-in desks, and lowers the station costs Thru Check-in Interactive E-ticket handling With external marketing airlines Boarding Card and Baggage Tag Frequent Flyer Integration As soon as the flight takes off, member miles are credited BENEFITS Self Service Passangers can check-in from their homes or offices and print their boarding cards Reservations Integrations Handles all flights where the reservation system is able to send PNL/ADL messages Go show / no show processing Pre-flight and post-flight activities
19 Crane RA Crane RA automates the passenger revenue accounting operation through built-in automated workflows. Crane RA collects ticket sales and coupon usage from a variety of industry standard sources and e-ticket systems, consolidates and processes them to calculate financial figures for interline billing, accounting and management reporting. Revenue Forecasting For future flights KEY FEATURES Cost Projections For new routes or charter flights Revenue Calculation Integration with reservations and pricing to evaluate future revenues accordingly Invoice Control Management interface for electronic contracts Revenue Distribution
20 Crane SP Crane SP addresses the most demanding schedule management needs of airlines. Concurrent schedules with overlapping effective periods allow schedulers to work on partial or alternative schedules separately and if necessary, to combine them at a later stage. This flexibility increases airlines operations efficiency and increases the quality of the schedules. While configurable feasibility constraints can operate both in real-time or on request, profitability tools check particular schedule s profitability so that necessary modifications can be made if needed. With alternative display methods, Crane SP enhances schedule management operations with colour coded displays and flexible granularities. While Selective Optimization feature allows a whole schedule or a part of it to be subject to the optimization process, Flexible Optimization targets can be defined for the optimization process. Crane SP is fully compliant with industry standards allowing seamless Crane Crew Crane Crew is an advanced crew management system that enables airlines to better manage their crew, create different types of duties and assign them in one platform. The system addresses every aspect from comprehensive recruitment procedures including experience, training and certificate checks to automatic storage of all crew safety and operational certification, with expiry warnings. Crane Crew also covers long-term manpower planning, optimized pairings and crew rosters, tools for maintaining the most favorable of the published crew rosters, as well as support for detecting and mitigating operational problems. With Crane Crew airlines better manage their crew, control operating costs and improve the crew-working experience and in turn increase their bottom line.
21 Crane CA The Crane Cost Analysis package delivers a full financial picture of operations and accurate projections for the future. All cost and revenue values are stored in detail to give the profitability of the airline from a single flight, a route, or a group of routes. With advanced algorithms, future revenues and costs are accurately projected. The single flight cost estimation module allows airlines to accurately price their charter flights or make forecasts for future routes. Cost Forecasting For Future Flights KEY FEATURES Cost Calculation For Actual Flights Invoice Control Cost Projections For New Routes Reporting
22 Crane OCC Crane OCC enables the complete management of daily operations from a compact interface and reports operational results. Information For Daily Operations List and View Graphs Of The Schedule All actions (departed, in the air, arrived, etc.) of passengers, crews, and flights KEY FEATURES Update Daily Schedules, Generate ASM Messages Handle Incoming SITA Messages Acquire and Stores Flight Plans Automatically Display Aircraft Availability Produce Delay Reports
23 Travel Distribution Chanel Hitit provides travel eco-system distribution services for its Crane PAX customers so that they can offer their non-airline partners offerings, such as hotels, car rentals, rail tickets and entertainment events as an addition to or within their booking cycle so that they complement their travel offerings to princle an end-to-end travel experience which results in increased ancillary sales. Consultancy Services Powered with a strong team of airline experts, all spent many years of hands-on experience in airline operations management, Hitit offers the consultancy services to help client airlines in their needs. Hitit brings in industry experience from a wide range of operations, from legacy airlines to start-up operations, from traditional methods to most innovative business models.
24 Availability With Hitit solutions, lump-sum investments in infrastructure and never ending heavy maintenance is no longer required. Similarly, full dependency on expensive distribution and complex pricing structures are no longer an unavoidable fate. All Hitit solutions are provided as software application as a service with simple pricing models. Hosted in Hitit s own ISO27001 and ISO9001 certified, high-tech, maximum security hosting facility in collaboration with SAS70-certified Verizon Terremark, one of world s most sophisticated and secure data centre provider, Hitit application services minimize project initiation costs and provide our customers the means to manage their business independent of underlying technology constraints while utilizing the most advanced technologies. This also ensures best service to our customers by accelerated problem solving and minimizing issues that may arise from coordination with third parties.
25 Hosted application services at true carrier neutral Tier III data centre in Istanbul Investment in infrastructure is not required Simple pricing structure Integration with all major GDSs Infrastructure that covers application server park, all application data, required web-servers and operating systems, underlying database management systems, firewalls, FTP facilities. Multilevel security zones protecting customer data 24x7 operation and monitoring of the Hitit Solution in Turkey and USA Daily Back-ups Performing health checks and performance tuning On-site recovery with redundant structure and multiple outgoing Internet connections Disaster recovery facilities enabled in Terramark Miami Cloud Full disaster recovery with only 30 minutes lag-time SSL secure connectivity with highest adherence to security standards 99,98% service level agreement World class hosting services for operations across the world.
27 Pegasus Airlines (Turkey) Onur Air (Turkey) Bora Jet (Turkey) Moda Turizm (Turkey) IDO Istanbul Ferries ( Turkey) Zagros (Iran) Golden Myanmar Airlines (Myanmar)
28 Management Hitit brings together the experience of years and the agility of young and vibrant software engineers resulting in the best of both worlds in any technology company. Headquartered in Istanbul and led by an empowering management, Hitit places people at the heart of its operations. Nur Gokman is the co-founder and CEO of Hitit Computer Services. Prior to founding Hitit, Nur managed the Turkish Airlines IT Centre, Product Development Department for many years. Nur has BSc. Mathematics & Physics degree from Istanbul Universitesi. Dilek Ovacik is the co-founder and COO of Hitit Computer Services. Prior to founding Hitit, Dilek has worked for Turkish Airlines as Project Manager, Product Development in Turkish Airlines IT Centre. Dilek has Business Administration Universitesi. degree from Istanbul
29 Ayse Erinc brings 30 years of software industry experience spent in finance, telecom and airline industries. In the first part of her career, Ayse has worked for Lend Lease Group and IBM Global Services in Australia, serving banking and finance corporate clients. Co-founder of Argela Technologies, Ayse has worked as Director, New GSM Technologies in Telsim(now Vodafone) and then as the VP, Sales & Marketing in Oksijen Teknoloji. Ayse has been appointed Chief Strategies Officer at Hitit Computer Services in She has BSc. Computer & Sciences Engineering degree from Hacettepe Universitesi. Sezer Tuğ Özmutlu started her career in Pegasus in 1992 as Assistant Revenue Control Manager. She was appointed as Manager Revenue Control in 2007 and became the Director Revenue Control in With over 22 years of experience in airline business, Sezer is appointed as CFO of Hitit Computer Systems on 1st June Sezer, has a BA, Economics and MA, International Relations degrees from Istanbul University. She holds a CPA License, Financial Internal Audit Certificate and various other qualifications in Auditing, Accounting & Finance along with the IATA Diploma in Passenger Revenue Accounting & Control. Aysu Demirtel has more than 30 years of experience in IT technologies, infrastucture, networking, security and operations within the airline industry. Aysu has worked at various roles in Turkish Airlines IT department, prior to her role as VP, Information Technology of Turkish Airlines. She has been appointed VP, IT Infrastructure & Operations at Hitit on 2010.Aysu holds BSc degree in Electrical Engineering and MSc in Information Technology from Istanbul Technical University and MBA from Fatih University in Istanbul. Mert Gulcur completed his undergraduate in Middle East Technical University, Department of Electric and Electronics and his MBA in University of Maine, USA. He worked for Alcatel/Teletaş, Turkish Airlines and Garanti Bank. In 1997, he joined Citibank Turkey as Technology Head of IT prior to Millenium Bank in Turkey. In 2005, Mr. Gülçür appointed as CIO of Interbanking Card Center of Turkey. Mert joined Hitit as Head of Technology and Delivery in 2013, after 26 years of experience in transportation, communication, finance industries.
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