Case Study: British Airways achieves real-time frontline collaboration and improved customer service with Office 365

Global Airline Uses Enterprise Social and Online Communication Tools to Improve Service

British Airways, a global airline with about 41,000 colleagues working across 75+ countries, needed a better way to connect a largely deskless workforce and streamline fragmented communications. Multiple email platforms, slow top-down channels, limited mobile access, and inconsistent collaboration tools made sharing knowledge and delivering consistent customer service difficult.

BA implemented Microsoft Office 365 and Yammer to provide mobile, intuitive collaboration and social networking; an organic rollout beginning in May 2013 grew to more than 11,000 Yammer users in under six months (over half cabin crew). The solution sped problem-solving and knowledge sharing, improved frontline responsiveness and company engagement, captured expertise via SharePoint Online, and set the stage for broader Office 365 services (Exchange Online, Skype for Business) to further enhance global collaboration.

British Airways

Julie Boddy

Improvement Manager,Business and Technology, British Airways