Panasonic Avionics Corporation is officially replacing its legacy Salesforce and Pardot systems. The company is moving its entire customer operation over to ServiceNow CRM to support more than 300 global airlines. For years, fragmented data made it difficult for teams to get a clear view of customer needs. By switching, Panasonic is finally bringing sales, service, and billing into one single platform. This change directly impacts how the company manages in-flight Wi-Fi and entertainment for thousands of aircraft.
The company is also integrating specialized tools like Aria Billing Cloud and Tenon Marketing Automation into the setup. This creates a “lead-to-cash” workflow where different departments can finally share information easily. Engineers and support staff can now see real-time updates without jumping between different software tabs. This shift is a major part of a plan to simplify a 45-year-old business model. They want to spend less time managing software and more time keeping passengers connected in the sky.
Unifying Global Airline Operations on One Platform
Managing complex contracts for hundreds of carriers is a massive challenge when data is scattered. ServiceNow CRM uses the Now Assist tool to help support agents by providing AI-driven summarizations of cases. These automated processes enable the service team to process complex airline requests much more efficiently. This is crucial for an industry where every minute of aircraft downtime translates to a cost. Panasonic believes that this step will help reduce operational costs while making its worldwide service team more responsive.
The transition also includes Logik.ai to help sales teams configure complex deals more accurately. This helps speed up the entire process from an initial pitch to a final service order. By keeping everything on a single architecture, Panasonic avoids the delays caused by syncing different databases. This technology investment is a practical step toward a more automated and reliable future for air travel. It ensures that airline partners receive better support and passengers enjoy a smoother flight.
“When you’re supporting hundreds of airlines and thousands of aircraft, reliability and speed are mission-critical,” said Paul Fipps, president of Global Customer Operations at ServiceNow.
“Extending our relationship with ServiceNow allows us to elevate how we support our airline customers today, while building a flexible, scalable foundation,” said Kevin Abbott, head of Global IT at Panasonic Avionics.
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News Source: Businesswire.com
