Case Study: Japan Airlines achieves unified employee collaboration and better customer service with Salesforce

Japan Airlines aligns employees to improve service in the skies

Japan Airlines, recently relisted after emerging from bankruptcy, needed to unite its workforce and rebuild customer trust while improving in-flight service. To reinvigorate the brand and listen more closely to passengers, the airline launched a company-wide JAL philosophy and sought a way to align employees around customer needs.

Partnering with Salesforce, JAL used a public Facebook fan page and the Chatter internal network to encourage employees to interact with customers using their real names, share insights across departments, and coordinate faster, more transparent responses. The result: stronger customer listening, quicker problem resolution, more open internal communication, and renewed momentum as the airline pursues “the best service in the skies.”

Japan Airlines

Tadashi Fujita

Senior Managing Executive Officer