ServiceNow is taking flight with Panasonic Avionics. The enterprise AI platform provider has expanded its relationship with the global in-flight engagement leader, bringing CRM, AI-assisted workflows, billing, and marketing automation under a single platform to support more than 300 airlines worldwide.

The expansion replaces siloed legacy systems and unifies Panasonic Avionics’ sales, service, marketing, and billing operations, giving the company real-time visibility and AI-driven insights across IT, customer service, engineering, and HR.

The Challenge: Legacy Systems Limited Visibility

For decades, Panasonic Avionics has been at the forefront of in-flight innovation, offering high-speed internet, seatback and personal-device entertainment, on-demand TV, and interactive maps. But as its global operations grew, so did the complexity of its systems. Legacy CRM and billing solutions were siloed, limiting real-time visibility across thousands of aircraft and hundreds of airline customers.

To keep pace with operational scale and rising customer expectations, Panasonic needed a single, unified platform capable of delivering efficiency, speed, and actionable insights.

The Solution: ServiceNow AI Connects Sales, Service, and Billing

ServiceNow’s suite of solutions addresses Panasonic’s needs end-to-end:

• ServiceNow CRM & Now Assist: AI-powered workflows deliver proactive case resolution, self-service automation, and faster service response for airline customers.

• Sales and Order Management with Logik.ai CPQ: Streamlines opportunity-to-order processes, accelerating deal configuration and order fulfillment.

• Aria Billing Cloud & Tenon Marketing Automation: Extends lead-to-cash capabilities and integrates pricing, billing, and marketing for a real-time, holistic view of customers.

By unifying operations on the ServiceNow AI Platform, Panasonic Avionics can anticipate issues, guide decisions in real time, and automate work across multiple departments—turning insights into action.

Building on a Proven Partnership

The expanded deployment builds on a relationship dating back to 2019, when Panasonic Avionics adopted ServiceNow Customer Service Management to improve self-service, productivity, and issue resolution. The addition of CRM and Now Assist transforms ServiceNow into a central enterprise platform, supporting IT, HR, engineering, and customer operations, with plans for additional AI-driven capabilities in the future.

“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. “By unifying sales, service, and billing on the ServiceNow AI Platform, Panasonic Avionics can move beyond visibility to action.”

Kevin Abbott, Head of Global IT at Panasonic Avionics, added: “Extending our relationship with ServiceNow allows us to elevate how we support our airline customers today, while building a flexible, scalable foundation that can evolve with the future of in-flight engagement.”

Why It Matters

The deployment highlights a broader trend in enterprise tech: AI platforms replacing legacy silos to drive efficiency, transparency, and measurable business outcomes. For global operators like Panasonic Avionics, a single, AI-powered platform reduces complexity, accelerates revenue cycles, and strengthens customer experiences—critical in an industry where speed, reliability, and real-time insights are essential.

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