Case Study: Qantas Airways Limited achieves unified frontline collaboration and improved customer experience with Microsoft Teams

Qantas Airways Limited - Customer Case Study

Qantas Airways Limited needed to better connect a dispersed, mobile workforce of frontline and office employees to boost engagement and deliver a more consistent customer experience. To do that the airline adopted Microsoft 365 and its collaboration tools, using Microsoft Teams as the hub for real‑time meetings, chat and shared dashboards across hangars, airports and offices.

Using Microsoft Teams alongside Power BI, Yammer, OneDrive, Intune and Windows 10, Qantas runs daily check‑ins that link teams across the country with interactive scorecards and archived chat for decision making. The Microsoft Teams‑led solution accelerated issue resolution from three–four weeks to three–four days, enabled thousands of employees to share files and collaborate remotely, and increased frontline engagement that helped improve customer service.

Qantas Airways Limited

Todd Chapman

Head of Regional Jet Operations