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A male passenger sits in a first-class seat talking to a smiling female Malaysia Airlines flight attendant
Malaysia Airlines logo

Malaysia Airlines unifies the employee experience with ServiceNow

Created

a single destination for employee services

Enabled

a differentiated passenger experience

Supported

digital transformation agenda

Malaysia Airlines flies 40,000 guests daily to more than 50 destinations worldwide. Customer satisfaction and experience is a key priority for the airline. Using ServiceNow, employees are at the center of their IT services; back office services have been simplified; and employees are now served by a single window of service.

A mobile-first, cloud-first strategy 

At Malaysia Airlines, digital transformation is critical to creating a seamless customer experience
At Malaysia Airlines, customer experience and satisfaction are key priorities. Abdul Rahman Mohamed, Head of Information Technology at Malaysia Airlines, explains how technology plays a key role in differentiating the airline. “We want to introduce new and better ideas fast in order to distinguish ourselves from other airlines,” says Abdul. “Our aim is to drive automation, personalisation, and innovation through digital transformation. Ultimately, the aim is to deliver seamless services to our passengers.”

Airline staff focus more on passengers with a unified and streamlined employee experience
To achieve this, Malaysia Airlines is adopting a mobile-first and cloud-first strategy while automating back-office systems and processes. It has broken down internal silos by creating a company-wide destination where employees can request all the services they need and track the status of their requests. This approach also allows Malaysia Airlines to standardise its back-end service fulfilment processes and drive continuous service improvement.

According to Abdul, “We can now worry less about accessing what we require to meet our objectives and instead focus on delivering high-quality, personalised services to our passengers.”

Malaysia Airlines logo
Malaysia Airlines
CUSTOMER
Malaysia Airlines
HEADQUARTERS
Kuala Lumpur, Malaysia
INDUSTRY
Services
EMPLOYEES
5,001 to 50,000
A Malaysia Airlines jet flying through clouds

Technology has improved the work environment for the team and that ultimately impacts positively on passengers.

Abdul Rahman Mohamed

GM, IT Strategy & Governance and Director, Passenger Services System Programme

Malaysia Airlines chooses ServiceNow to create a company-wide service delivery destination for employees
Abdul explains the reasons for choosing ServiceNow, “We needed a cloud- and mobile-enabled platform to align with the principles of our digital transformation project. It also had to be accessible anywhere from any device by our employees. The fundamental need was for a technology that consolidated everything into one—a common platform across the enterprise with a robust roadmap that we could leverage in the future.”

12,000+ Malaysia Airlines employees use ServiceNow and momentum continues to build
The Now Platform® creates a unified service experience for employees. The airline has already migrated IT and financial services onto ServiceNow, and contract management and human resources services are set to follow. Abdul says, “Currently, 12,000 employees and 450 resolvers are accessing the services. We are now working on moving additional key services to ServiceNow.”

Malaysia Airlines helps ensure the best possible passenger experience by putting employees at centre of service delivery
Abdul sums up the benefits of ServiceNow saying, “Now every division is aligned in terms of service delivery and delivers those services through ServiceNow with a human touch. Technology has improved the work environment for the team and that ultimately impacts positively on passengers.”

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