Case Study

North Ayrshire Council

Air Canada maintains its leadership in the industry by creating an agile work environment where employees can access and share information to improve the flying experience for customers. By using Microsoft Office 365 to connect airports, call centers, pilots, flight attendants, and baggage and maintenance employees with key information, the airline has significantly improved workflows and efficiencies. Enterprise social capabilities are also helping employees and management to share insights and improve performance.

Flying ahead of the competition

Air Canada is the only international network carrier in North America to receive a four-star rating from Skytrax. Investments in new aircraft, upgrading airport lounges, and enhancing the customer experience with the latest digital services, such as mobile travel apps, online reservations and check-in, and flight status verification, have proven effective.

While new aircraft and lounges have a considerable impact on the customer experience, airline employees and processes also play a key role, which is why the airline chose to deliver the latest productivity tools to its 27,000 employees. By investing in Microsoft Office 365, Air Canada has facilitated the excellent service provided by its highly mobile employees.

New capabilities go beyond what Air Canada expected as Microsoft continually enhances the Office 365 service. “We were actually using Yammer for just one specific Branch before it became part of Office 365. Once it became part of that suite, we extended it to the entire company,” says Allen Chang, Manager of IT Innovation and Technology at Air Canada. “And look at Delve. Adding new tools through Office 365 with so much potential is incredible.” Microsoft Office Delve is a new way to connect to people, content, and ideas. It shows information that is most relevant for each person based on the connections and work of that individual.

“Many of our employees, including pilots, flight attendants, and ground crew, don’t sit at desks in front of PCs but work all over the world on a round-the-clock basis, so we needed nontraditional ways to deliver IT services,” says Lise Fournel, Senior Vice President and Chief Information Officer for Air Canada. “We decided to go to the cloud because it provides an accessible and scalable collaborative platform for multiple devices. By using Office 365, our employees can stay connected to the company and to one another all of the time.”