Case Study: Airbus

Airbus, one of the world’s leading aerospace manufacturers, manages complex commercial relationships with airlines, leasing companies, defence customers, and global partners.

To improve visibility across its commercial activities and strengthen collaboration between sales, programme management, and customer support teams, Airbus initiated a CRM transformation initiative.

360Asklogix supported the implementation of a Salesforce platform (Sales Cloud and Service Cloud) designed to centralize customer data, standardize opportunity tracking, and improve coordination across global teams.

The result was a single source of truth for strategic accounts and commercial opportunities, enabling better decision-making and stronger customer engagement.

Airbus operates in a highly complex commercial environment involving long sales cycles, multi-stakeholder negotiations, and global programme management.

Several operational challenges limited efficiency:

• Fragmented Customer Data: Customer information related to airlines, leasing companies, and partners was distributed across multiple systems and local tools. This made it difficult to obtain a consolidated view of key accounts.
• Limited Pipeline Visibility: Sales teams tracked commercial opportunities using different regional processes, reducing global pipeline visibility.
• Complex Stakeholder Coordination: Large aircraft deals involve multiple stakeholders including sales, programme managers, technical experts, and support teams.
• Disconnected Sales and Support: Customer service teams lacked visibility into commercial relationships.

Strategic Objective: A unified CRM platform to centralize data, improve visibility, and enable collaboration.

360Asklogix implemented a Salesforce-based architecture tailored to Airbus’ complex B2B environment.

Sales Cloud – Global Account and Opportunity Management

Sales Cloud was deployed as the central system to manage commercial relationships with airlines and partners.

• Unified Account Management: Consolidated records, structured hierarchies, and global visibility.
• Opportunity Management: Standardized pipeline aligned with aircraft sales cycles and improved collaboration.
• Pipeline & Forecasting: Dashboards enabled monitoring of opportunities, pipeline value, and forecast accuracy.

Cross-Team Collaboration: Improved coordination between sales, programme, and support teams with shared visibility.
Service Cloud – Customer Support Integration

• Case Management: Tracking support issues linked to customer accounts and programmes.
• Customer Lifecycle Visibility: Better understanding of contracts, history, and active programmes.

Following the Salesforce implementation, Airbus achieved significant improvements: