Case Study: Air France achieves improved customer service and employee experience with Microsoft Teams

Air France - Customer Case Study

Air France, flying to more than 320 destinations, faced pressure from low-cost competitors and rising customer expectations and needed to empower a dispersed frontline workforce to share ideas, break down silos, and improve both customer and employee experience. To build a modern, mobile workplace, Air France adopted Microsoft Teams as part of the broader Office 365 suite (including Yammer, SharePoint Online, OneDrive, Skype for Business, Planner, Flow and Exchange Online) to enable real‑time collaboration and frontline innovation.

Using Microsoft Teams together with Office 365 services, Air France replaced radios and ad hoc messaging with secure Teams channels that integrate OneNote, SharePoint, Planner and the Yammer connector, while using Flow to automate status summaries. The results include roughly 40,000 Yammer users and 1,400+ active groups, 15,000 OneDrive users storing 36 TB, cargo engineers reclaiming about 2 hours/week and eliminating 4 hours/week of status meetings, and HR saving up to two months’ effort in selection campaigns — plus faster issue resolution that led to service changes (for example, new breakfast offerings). Microsoft Teams helped boost operational performance, collaboration, and employee-driven improvements to customer service.

Air France