SGS
Enhancing the
Airport Experience
THE BRIEF
SGS (Saudi Ground Services) delivers support services for passengers and airlines across multiple airports in Saudi Arabia. They wanted to create a platform that made it easy for both passengers and airlines to view and book available services. At the same time, they needed a centralised system to manage these bookings efficiently, helping them maintain service quality and operational control.
THE PROBLEM
SGS had long offered both passenger and airline services, but bookings were traditionally handled through phone calls or emails. These requests were then manually tracked and managed using spreadsheets and other offline tools.
While functional, this process wasn’t the most efficient or the most user-friendly. It also limited SGS’s ability to actively promote their services, since customers had to already be aware of what was available in order to make a booking.
Introducing a dedicated app gave SGS the opportunity to showcase their services, allow users to self-serve bookings, increase visibility, drive revenue, and streamline operations all in one go.
THE SOLUTION
SGS needed a solution that balanced internal business requirements with a seamless user experience. It was agreed that a centralised CMS would give SGS the control they needed to manage bookings, assign tasks to staff, and create service packages and content tailored to end users.
Services, packages, and content created in the CMS would be surfaced within the mobile app, allowing users to browse and book what they needed. Payments were handled via third-party provider Hyperpay, streamlining the process and freeing up SGS staff to focus on delivering services, rather than managing bookings manually.
The app also supported airline operators, providing them with a simple way to book standard service packages. Since airlines typically book a bundle of services, the app presented these as predefined packages. Each booking was connected to real-time flight data, ensuring accuracy and context. For airline bookings, payment was processed via invoicing, in line with existing contracts, rather than through in-app payments.
THE RESULTS
The application was commissioned by SGS’s Innovation team as part of their strategy to explore new technologies and modernise their business. The goal was to streamline processes and expand service offerings by leveraging digital solutions.
Once development was complete, SGS invested in training and educating their internal teams, especially on how to use the CMS. This marked a significant shift in their workflow and required careful onboarding to ensure a smooth product launch.
The app successfully integrates with the CMS, giving SGS the flexibility to adapt and manage the application’s content and features as their needs evolve.
Success Stories
Testing bold ideas in the field without the risk
Revolutionising how field teams report and inspect
Testing bold ideas in the field without the risk
Revolutionising how field teams report and inspect