Red Reply integrates the airline's feedback and sales system into the Oracle Cloud infrastructure

Relocation of a business-critical application

Lufthansa has decided to move its global complaint management and B2B sales activities to the cloud.

Red Reply's targeted consulting enabled Lufthansa to continue using a mission-critical application for its global passenger complaint management as well as all B2B sales activities that has been in use for many years and now had to be migrated to a future-proof platform.

With this migration, Red Reply was able to retain the multi-million investments made in the past in the on-premise solution.

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The migration process

Red Reply supports Lufthansa in handling the complex lift-and-reshape migration process in the shortest possible time and ensures that several TB of data are fully transferred between the on-premise data centre and the OCI.

In the OCI, the airline now uses cutting-edge tools such as Exadata Cloud Service, SOA as a Service and Analytics Cloud Service, which are integrated with the Business Intelligence Suite and additional non-Oracle applications.

During the lift-and-reshape phase, Lufthansa's Oracle Siebel system is upgraded to IP19 and operated in a Kubernetes Cluster.

The classic on-premise database, SOA and OBIEE solutions are converted into services on top of the latest EXA as a Service, SOAaaS and Oracle Analytics Cloud PaaS products. The environments in the OCI are connected to the customer's corporate network via FastConnect.


2.5 Million

(Service Requests)

11 Million

Attached files

AROUND 1.500

CRM desktop
synchronization per day

AROUND 400.000

Online and batch
transactions per day


The reasons why Lufthansa chose to move its infrastructure to the cloud are the significantly improved scalability of the environments with all related services, such as database, SOA and business intelligence, with a total of seven different Siebel Enterprises, which enables the customer to use and pay for Enterprises only when they are actually needed.

An important financial aspect is the reduction of the Total Cost of Ownership (TCO) for Lufthansa. Using Oracle PaaS and DBaaS services while returning on-premise licenses and eliminating maintenance costs, the TCO can be reduced by 16 percent. Furthermore, it is very important for the customer to secure the added value of such a powerful application for the next few years.

Why Red Reply?

Red Reply is the Managed Services Provider (MSP) for all Oracle Cloud Infrastructure Services of Lufthansa and as Red Reply operates the entire enterprise application as a general contractor, the customer has a single point of contact for all aspects of this complex enterprise application. In addition, the application is constantly further developed by Red Reply with ten releases per year. Red Reply uses the latest technologies to significantly shorten the time-to-market of new features and processes, while substantially reducing the number of planned downtimes of such an important globally used application.

As a Managed Cloud Services Provider, Red Reply implements and delivers a range of customer-tailored services designed for reliability, resilience and high availability to ensure high quality and maximum performance. With all of these services, Red Reply focuses on guaranteeing fundamental goals such as monitoring, backup systems, disaster recovery, security management and application lifecycle management from requirement gathering through development to operating.

“We offer our clients the opportunity to hand over full applications stakes into our responsibility.”

Frank Haumann

Partner, Red Reply

cloud migration

Red Reply's expertise as the Reply Group company specializing in consulting services and the design, implementation and operation of solutions based on Oracle technology made Lufthansa the first company in Germany to integrate the entire Oracle Siebel-based Feedback and Sales System into the Oracle Cloud Infrastructure (OCI).

With this high degree of innovation in all IaaS and PaaS areas of such a complex application, the project was awarded the Oracle Excellence Award 2019 as Partner of the Year for the EMEA region in the category Cloud Transformation by Oracle.