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Innovation Hub

Welcome to our news and blog section. Here you will find the latest updates from theICEway and our IT specialists at ICE. We are frequently invited to attend and speak at industry events, so if you don’t want to miss out on those, this is the page for you.

With more than 20 years’ worth of experience in cruise, travel and healthcare, you will also be able to read more about these key sectors. Of course, at the heart of it all is Information Technology – which some of you may know as ‘IT’ – and we’ll certainly include news on that.

Our ecosystem of companies was founded upon 3 guiding principles, or values: People, integrity and innovation. We always aim to infuse our every effort with one or all of these. The first, ‘people’, includes not only our people, but also those we work alongside each day. If you are reading this, then you can rest assured that it also includes you.

As such, we welcome your comments and feedback so do join in the conversation. You can also follow us on social media using the links below.

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IT Service Pillars: Unlock industry-leading tech expertise

Since 2007, our IT experts have worked across a wide range of different industries. Our software testing team at eTestware have proven particularly adept within insurance and cruise. The cyber security professionals at CRIBB have excelled within healthcare and maritime. The people from ICE had extensive travel experience and then bolstered that by mastering cruise industry IT infrastructure. Eagle-eyed readers will notice that one specific sector appears throughout here. We will come to that. All of these services are provided under the IT Service Pillars delivered by theICEway. Here we revisit these pillars, which now count another amongst their ranks.

Application Managed Services (AMS)

One look at our AMS content goes some way towards revealing the sheer breadth and scope of this offering. In a nutshell, this is what you can expect:

- Hosted managed services
- Shared and private infrastructure offerings
- Fully ITIL-based 24/7/365 service desk
- Client-side managed service
- Continuous patch management
- Application configuration support
- Out of hours application managed service
- Application performance monitoring

Our AMS specialists work alongside your management and IT teams. They are fully adaptable to your needs and strive to gain a thorough understanding of your organisation. Together, we’ll ensure that your key objectives are met. Whether that be the successful delivery of IT services to your end users, or identifying internal service support gaps, we’ll make it work. Our experts are very adept with specific applications, too, and you can expect detailed reporting and documentation.

Cloud Strategy

We very much see ourselves as a cloud-first technology company. Our experienced cloud team pride themselves on adopting an agile approach. If required, we can take full responsibility for your cloud environments. As well as pro-active management, you can expect support with:

- AWS, Azure, Alibaba & Google cloud platform architecture design
- Dev-Ops automation
- CI / CD pipeline management
- Legacy application migration
- Hyper-converged infrastructure
- Security and best practice auditing & cost optimisation
- System integration design
- Data migration management

Our cloud team can also provide due diligence / compliance audits, such is the comprehensive nature of our offering. Is it a full managed service you require? Or an out-of-hours managed service? Look no further.

Technology Projects

These are delivered by theICEway’s Project Management Office (PMO). Due to the extensive work we have completed in cruise, we’re highly experienced with complex projects. Our tech project offering includes:

- Business analysis
- Project management
- System implementations
- Upgrades and migrations
- Business intelligence & reporting solutions
- Infrastructure design and implementation
- Landside and on-board engineering support
- Application Testing (via our eTestware brand)
- Data conversion validation
- Application training
- Agile development

If it is a technology consultancy service you require, we’d love to have you aboard theICEway.

New For 2024: Contact Centre Solutions

Next year, we will be expanding our tech offering so that we can provide:

- Customer support specialists
- Reservation agents
- Groups, charters & incentives
- 24/7 Contact centre
- Seaware support specialists
- Pre-sailing complaints handling
- Post-sailing complaints
- Shipboard sales support
- Upgrades / downgrades
- Multi-channel (phone, email, chat)
- Outbound sales
- Net promoter score

Some may see this as a very bold step but it is one we have been preparing for over the course of many years. Drawing upon vast cruise, travel and retail experience has certainly helped. So too has our proficiency with Seaware. If you are reading this and keen to learn more about this brand new pillar, contact us and we’ll gladly oblige. Otherwise, watch out for future announcements!

Multi-Industry Experience Plus A Renowned Specialism In Cruise

As promised, we’ll now look more closely at the specific sector specialism hinted at in the introduction. Yes, our tech teams have delivered results in numerous industries ranging from insurance to healthcare. We’re also proud to count many retail and travel specialists within our organisation. But cruise is where we have particularly shone, continuing to do so to this day. Indeed, it was recently revealed that we’re helping Cruise Saudi to develop Saudi Arabia’s very first cruise line. Why cruise, we hear you ask? It may be because we love a challenge.

It is fair to say that cruise lines face more challenges than organisations operating in other industries. This is due to the fact that there are so many moving parts to deal with. Technology projects for cruise require an understanding of multiple IT systems and platforms. Many of these have been specifically designed with cruise in mind. It is therefore critical to have a deep understanding of them. Even more important is to know the cruise industry itself. Things can happen at the drop of a hat and so agility is key for any teams involved.

IT Service Pillars From TheICEway

75% of these service pillars have helped to establish our ecosystem of companies as a key IT resource for cruise and other industries. We’re optimistic that the new one – so new we do not yet have any content produced! – will further cement that position.

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