ServiceNow software handles Panasonic Avionics' airline support. It says phone cases fell 99%.
Panasonic Avionics supplies in-flight entertainment screens, onboard networks and satellite connectivity to more than 300 airline customers. It moved customer support onto ServiceNow in 2019, so airlines could log and track their own issues.
In a film posted on 20 October, ServiceNow says the result was "a 99% reduction in cases handled by phone, over 7 years". Panasonic Avionics has now moved its sales team onto ServiceNow's CRM, the software that tracks customers, deals and orders. In the film, its staff describe sales and service on "one unified platform".
Neither source gives total case volume, a cost, a headcount figure or an outside audit of the 99%. A Panasonic staff member in the film expects AI "time savings", without a figure.
Support has run on ServiceNow since 2019. The wider move, announced in January, also takes in billing. Neither source says how contract and invoice records stay in step with the finance system.
Where would your contract and billing data live if sales moved onto the support platform?
🎥 Video: ServiceNow, official YouTube channel, 20 Oct 2026 · narration: AI voice
What the captions say
- Panasonic Avionics makes in-flight entertainment for airlines.
- It serves more than 300 airline customers.
- In 2019 it moved customer support onto ServiceNow.
- ServiceNow says phone cases fell 99% in seven years.
- Now its sales team has moved there too.
- Sales and service share one system.
- No cost or outside audit was published.
