Case Study: Qantas achieves streamlined operations and improved customer engagement with Microsoft Azure

Australian airline uses cloud services to engage with customers, streamline operations

Qantas Airways, Australia’s flag carrier with a global, highly mobile workforce across 100+ locations, faced fragmented communications, paper‑based processes, and uneven access to corporate tools that made it hard to personalize service and integrate customer data. The airline needed a digital transformation to boost frontline productivity, streamline operations, and enable faster, more consistent customer interactions.

Qantas adopted Microsoft Office 365 and the Enterprise Cloud Suite (including Azure AD, Intune, and Azure Rights Management)—deploying SharePoint Online as an intranet (“The Terminal”), OneDrive, Yammer, Skype for Business, Power BI, and Office 365 ProPlus—supported by a targeted change program. The result: faster, real‑time collaboration and problem resolution (minutes versus hours), widespread file sharing and idea crowdsourcing, reduced on‑premises infrastructure and costs, smoother cross‑team projects, and a 73% increase in adoption that improved productivity, innovation, and the customer experience.

Qantas

Luc Hennekens

Chief Information Officer