Case Study: Qantas Airways Limited achieves real-time operational visibility and improved employee engagement with Microsoft Power BI

Qantas Airways Limited - Customer Case Study

Qantas Airways Limited needed to unite a dispersed, mobile workforce—especially its large population of Firstline Workers—to collaborate in real time, share operational data, and lift customer service. To do this it adopted Microsoft 365 tools, including Microsoft Power BI dashboards alongside Teams, Yammer, OneDrive, Windows 10 and Intune, to give employees interactive access to data and a single set of priorities across the airline.

Using Microsoft Power BI and the broader Microsoft 365 suite, Qantas deployed interactive scorecards in daily check‑ins, device-managed access and secure mobile use, and social collaboration channels to surface ideas and solve issues. The outcome was higher employee engagement, faster issue resolution (reduced from three–four weeks to three–four days), broad file sharing (13,000+ users on OneDrive), and improved operational decision‑making and customer experience.

Qantas Airways Limited

Todd Chapman

Head of Regional Jet Operations