Case Study: Air Mauritius achieves a 360° view of customers with Microsoft Dynamics 365

Airline works with Microsoft Services to gain a 360° view of their customers

Air Mauritius, the national carrier of Mauritius with a 13-aircraft fleet serving more than 100 destinations and about 1.6 million passengers annually, needed to become more customer-centric. Its legacy on-premises Siebel CRM was costly to maintain, created silos across touchpoints, and lacked the flexibility to support extended sales, service and a loyalty program—requiring migration of 85,000 frequent-flyer records and integration with multiple back-end and partner systems.

Working with Microsoft Services, Air Mauritius implemented cloud-based Dynamics 365, migrated and cleaned loyalty data, and integrated flight operations, departure control, revenue accounting, Oracle financials/HR and partner interfaces. The ~one-year project delivered a unified 360° view of customers, an integrated loyalty module, stronger sales and marketing capabilities, improved analytics and cross-functional collaboration, seamless access for outstation staff, and reduced IT maintenance overhead.

Air Mauritius

Donald Li Ying

Vice President, Information Systems