Case Study: Qantas Airways Limited achieves increased productivity and streamlined operations with Office 365

Australian Airline Uses Cloud Services to Engage with Customers, Streamline Operations

Qantas Airways, Australia’s national carrier with more than 10,000 employees across 100+ locations, faced fragmented, paper-based communications and a highly mobile workforce that lacked consistent access to corporate email and shared information. The airline needed to modernize how staff collaborate, share customer data, and deliver personalized service across airports, aircraft, and offices to meet rising digital customer expectations and streamline complex operations.

Qantas adopted Microsoft Office 365 and the Enterprise Cloud Suite—including Exchange Online, SharePoint Online (“The Terminal”), OneDrive, Yammer, Skype for Business, Power BI, and Enterprise Mobility Suite—enabling device-independent, real-time collaboration and secure mobile access. The move fostered frontline innovation (daily “Bright Ideas”), sped problem resolution (minutes vs. 24 hours via Yammer), reduced on-premises infrastructure, improved decision-making with Power BI, and drove adoption (a 73% uptake increase), delivering measurable productivity, cost savings, and a better customer experience.

Qantas Airways Limited

Luc Hennekens

Chief Information Officer