Happy employees equal happy customers for Southwest Airlines.
Southwest Airlines is a Trailblazer in empowering employees to provide better service.
Productivity tools supercharge service capability.
Southwest creates an inclusive workplace culture with Service Cloud.
Custom apps give central teams nationwide visibility over local activities.
Southwest’s employees are based in multiple locations across the U.S., making it hard for central teams to keep track of local efforts to promote workforce culture. The company’s Culture Services team used Salesforce’s Lightning Platform to build an app to track strategic plans and tactics relating to culture. This allows the team to track, manage, report on, and understand engagement efforts across the country. The company can also track employee satisfaction. By using the platform, Southwest has saved around $2.8 million annually on human resources services.
Other teams that use Salesforce’s development environment — which doesn’t require advanced programming skills — include the Tech Ops group. It built a custom application that allows it to track parts requests from the maintenance hangars and route them through a workflow process to various departments.