Like any airline, Scoot relies on precise, time-critical communication to keep flights moving. Yet its internal systems were so fragmented that critical updates were slowed by heavily manual, chat-based workflows across numerous group channels. That operational bottleneck set the stage for one of the airline’s most important technology shifts: rebuilding disruption management around a low-code platform.
“One of our biggest challenges was moving away from a heavily manual, chat-based process, which often led to misalignment and delays. We needed a secure and centralised system that could streamline our communications on a short timeline but developing it through traditional methods would have taken too long,” noted Jaya Balaji MV, Vice President Information Technology, Scoot.
Fragmented group chats, resulting in over 600 manual notifications being sent daily across various teams, not only delayed decision-making, but negatively affected customer satisfaction. Recognising the need for a streamlined solution, Scoot began exploring alternatives to its manual communication workflows.
Low code, high reward
Partnering with OutSystems, Scoot developed its Virtual Operations Command Center (vOCC) application at more than twice the speed of traditional development. An eight-month build was completed in just two.
“We had to familiarise ourselves with the use of low-code development since it was a new approach for us. We knew we had to tailor our approach and adapt to OutSystems’ platform,” Balaji said.
OutSystems guided Scoot throughout the shift, helping the airline integrate low-code development into its processes. By working with OutSystems’ team and using the platform’s capabilities, Scoot streamlined its processes and automated manual tasks, resulting in measurable efficiency gains.
However, transforming core operational systems, such as disruption management, is rarely straightforward, remarked Leonard Tan, Regional Director, Singapore, Malaysia, Brunei, and Greater China Region, OutSystems.
“Organisations must not only deliver mission-critical applications with speed and agility, but also ensure these solutions meet governance standards and integrate with existing infrastructure to support interoperability. These demands have prompted many enterprises to turn to low code to simplify and accelerate application delivery by automating processes and streamlining development,” he said.
Even so, not all low-code platforms are suitable for complex operational systems. Tan claims that while basic platforms offer early productivity gains, they often plateau beyond simple use cases.
“Many of such platforms lack enterprise-grade capabilities, such as built-in guardrails, AI analysis, and vulnerability identification, which are needed to manage high-volume, complex workflows, ensure security, and maintain compliance. This limits the ability to scale and adapt, and it affects day-to-day operations, continuity, and overall business performance,” Tan said.
For Scoot, OutSystems’ low-code approach includes AI features that automate parts of the software development lifecycle, from prototyping to deployment and monitoring.
“These platforms also support the creation and coordination of AI agents and the automation of complex workflows across departments. They integrate with existing systems while meeting organisational security requirements and maintaining control. This helps organisations reduce risks such as fragmented AI tools and data silos, and improve day-to-day operations by removing manual, time-consuming tasks, as demonstrated by Scoot,” he added.
Quick pivot
The vOCC app provides real-time updates and centralised communication across Scoot stakeholders. Because it was built on OutSystems’ platform and handled confidential operational data, the security features available in OutSystems helped the vOCC app to meet Scoot’s information security requirements.
The vOCC app gives airline staff real-time visibility into disruption statuses, helping teams respond more quickly. According to Balaji, this has improved coordination across departments because all teams now refer to the same, up-to-date information.
“By reducing manual processing by 60%, we have been able to allocate manpower more efficiently and improve operational efficiency, which allows us to focus more on the customer experience. At the same time, improved data visibility has enabled passengers to receive more accurate updates during disruptions, shortening wait times and improving the overall travel experience and confidence,” he noted.
Low-code adoption in APAC
Tan observed that low code has evolved in Asia-Pacific from a tool for basic applications into a core part of enterprise transformation. This shift, he said, is driven by the region’s rapid pace of digitalisation, which has created demand for faster and more flexible application development.
“One key trend we are seeing is the greater adoption of AI-powered low code to embed AI intelligence into every step of the development process. In OutSystems’ research, 25% of APAC enterprises are prioritising efforts to integrate AI into developer tools to streamline workflows, automate complex tasks, and generate insights that support the creation of high-performance, mission-critical business solutions,” he said.
Further, the push to modernise older applications is another driver of low-code adoption, particularly as 60% of APAC’s applications still run on legacy systems, creating rigid architectures and high maintenance costs.
“Scoot faced a similar challenge. Its fragmented, text-based communication system made it difficult to share information quickly, which slowed operational response. With OutSystems’ low-code platform, Scoot updated its internal communications platform with vOCC to scale, adapt, and integrate with future operational needs,” Tan said.
Greater heights
Now that Scoot has addressed its internal communications issues, the airline is looking to introduce agentic AI capabilities into its vOCC application using OutSystems Mentor, which will enable it to automate and personalise communication with passengers.
“This will support our ability to anticipate issues and notify passengers with timely, personalised updates. These improvements will enable us to be more effective in managing disruptions by automating the flow of communication,” Balaji said.
Ultimately, Scoot aims to use technology to improve how passengers experience their journeys.
“At Scoot, we are excited about how technology will continue to transform the travel experience, both for passengers and for our internal operations,” he concluded.
