BOLOGNA AIRPORT, Collaboration and Customer Satisfaction at the Core

"The YUBIQ platform has been the driving force behind a transformation that introduced a culture of collaboration and knowledge-sharing within the company, ultimately improving organizational processes and customer satisfaction", Silvia Lombardi, Innovation, ICT, and Quality Director.

Bologna Marconi Airport is the managing company of Bologna Airport, one of Italy’s busiest airports in terms of passenger traffic and destinations. Strategically located in the heart of Italy’s Food Valley and the automotive and packaging industrial districts, it serves a catchment area of approximately 11 million residents and 47,000 businesses, many of which have a strong focus on exports and internationalization. Over the past decade, the airport has experienced steady growth – only briefly interrupted by the pandemic – reaching nearly 10 million passengers in 2023.

The Challenge


The company has a diverse range of stakeholders, including the airport’s management company, sub-concessionaires, and local public entities that are part of its shareholder structure. Moreover, the airport sector is subject to strict regulations, requiring ongoing dialogue with oversight authorities. Since 2015, Bologna Marconi Airport has been listed on the Milan Stock Exchange.

“A few years ago, we launched a series of technological and process innovations aimed at creating a smart, digital airport by identifying concrete solutions to enhance the customer experience and developing tools to support both the business and a more agile organization”, recalls Lombardi.

From an organizational perspective, a dedicated division was established to oversee innovation, quality, and ICT, fostering a collaborative and cooperative culture within the company. The goal was to break down existing silos – both technical and procedural – and design new, more integrated models.

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The Approach


To achieve these objectives, the company sought a platform that could serve as the core of its operations. After careful evaluation, it selected YUBIQ.

A new protocol management system was introduced and seamlessly integrated with the existing SAP-based BPM solution. This was followed by the implementation of certified email (PEC) management, compliant document archiving, and remote digital signatures.

“Thanks to these innovations, we streamlined our processes, eliminating redundancies and ensuring a more consistent, rapid, and secure workflow on integrated systems - while preserving previous investments. In essence, Yubiq Communication Hub allowed us to establish standardized, cross-organizational processes and improve communication with external stakeholders”, emphasizes Lombardi.

Efficiency gains were driven by numerous innovative features, including document previews, full-text search (even within attachments), integration of digital signatures across all workflows, and the ability to access the system remotely and on mobile devices.

The Impact


As of today, approximately 500 users, 32 protocol users, and 5 PEC mailboxes have been enabled, with numbers expected to grow in the near future. Over time, procurement and investment-related processes will also migrate to Yubiq, ensuring that the entire workflow is fully integrated and managed on the new platform. Additionally, remote digital signatures will be activated for all processes, and the integration with the SAP ERP system will be completed for the accounts payable cycle.

As with any period of change, there have been complexities and resistance, which have been overcome thanks to extensive training and information efforts, as well as the efficiency gains achieved.

"In Yubiq, we have found a technology partner that has listened to and met our needs, providing strong consulting support and offering a state-of-the-art platform –comprehensive, secure, and truly designed around our specific requirements", concludes Lombardi.

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