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How Salesforce is being used in the aviation industry

Being a Salesforce.com partner who is specifically focused on building solutions for the aviation industry, we felt it might be a good time to do a review of some of the examples of the Who, What and Why of what is already being done with Salesforce within aviation.

 

Even though each of the following case studies focuses on large enterprise organizations, there are some important things to remember for smaller organizations who are looking to implement or develop their cloud solution:

 

Salesforce is much more than a CRM / Sales Tool.

Companies typically start using Salesforce to track opportunities etc, but once they understand the capabilities to extend it to other parts of their business, they integrate those systems as well, e.g. engineering, procurement, engines and IFE systems.

 

It’s about being Mobile & Communicating.

A big part of moving to the cloud is about is giving staff secure access to information from any location on any device. Giving people like ground staff, cabin crew and flight crew the ability to share information in real-time is a very powerful communication tool for any aviation business, large or small.

 

You don’t have to be a big company to get the benefits.

Salesforce provides the same technology to companies whether they are large or small. These just happen to be examples of some of the more advanced systems that have been developed. There should always be a positive ROI for your technology investment, and a cloud-based solution that works across all devices is going to give you the best possible chance of achieving that.

 

Who: GE Aviation

What: Real-time data feeds from General Electric B787 ‘GEnx’ engines into Salesforce.

Why: Real-time engine monitoring isn't really a new idea, but the ability to connect that data to anyone in an organization, make it available on mobile devices and then connect it to customers is a new idea, and it can 'build a community of service professionals around a machine to help reduce maintenance costs'.

References: 

Who: Virgin America

What: Social Intranet for employees, and integration into IFE System.

Why: The majority of aviation staff don’t sit in front of a PC all day, they’re at the airport, in the air, or in the hangar. So having a mobile platform to connect ground staff, cabin crew, flight crew, and engineers with everyone else in the business (regardless of what device they use) is a very powerful communication tool. And integrating Salesforce into the IFE system allows Virgin America to respond faster to the needs of customers, even while they’re in the air.

Who: Delta Airlines and American Airlines

What: Social Intranet for employees, and Salesforce Communities for greater interaction with partners and agencies.

Why: The ability to connect groups of staff across the globe and across mobile platforms, enables better communication which results in better customer service. Utilising the ‘Salesforce Communities’ product also allows them to connect with partners to increase business opportunities. Having a single system to provide all this also helps to reduce costs that would otherwise be spent on combining different systems.

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