Microsoft Dynamics 365 CRM for Air Astana: B2B Sales & Contact Center

Air Astana needed to modernize how it sells to travel agencies and manages charter flights. Sales and operations relied on fragmented tools and manual handoffs between the B2B sales team, contact center and finance system (Monalisa), which slowed agency onboarding, increased billing errors and limited visibility into charter operations. The airline required a single platform to manage corporate accounts, streamline charter workflows and support an omnichannel contact center capable of handling seasonally variable demand.

Awara IT implemented Microsoft Dynamics 365 CRM as the central platform, integrating it with Monalisa and the airline's telephony stack. The project consolidated B2B sales, automated charter booking processes, and delivered role-based dashboards for commercial, operations and finance teams. The result: faster agency onboarding, reduced manual reconciliation, and measurable improvements in response times and forecast accuracy—all while maintaining local compliance in Kazakhstan.

Müşteri / Sektör / Ülke

Air Astana is the national airline of Kazakhstan operating scheduled and charter passenger services across the Middle East and Central Asia. As a mid-to-large regional carrier, the company serves retail and B2B channels and requires enterprise-grade IT systems to manage sales, contact center operations and financial reconciliation.

İş zorluğu

Air Astana's B2B sales and charter workflows were fragmented across spreadsheets, point solutions and Monalisa accounting. Travel agencies and corporate customers interacted through multiple channels (phone, email, agent portals), but there was no unified record of agency relationships, negotiated fares or charter contracts. Onboarding a new travel agency could take several business days and required manual approvals and duplicate data entry.

Charter flight requests added operational complexity: requests routed via email and spreadsheets created delays, manual confirmation steps and billing mismatches in Monalisa. The contact center operated without an omnichannel queue and lacked SLA visibility, which led to inconsistent response times during peak travel seasons. Finance teams spent unnecessary effort reconciling billing and correcting errors that arose from manual handoffs.

Neden Dynamics 365 seçildi

Microsoft Dynamics 365 CRM was chosen for its native Sales and Customer Service capabilities, Dataverse platform, and tight integration with the Microsoft stack (Azure AD, Microsoft 365). Dynamics 365 offered out-of-the-box account and opportunity management required for B2B sales, while Omnichannel for Customer Service provided a scalable contact center that routes voice, chat and email in one workspace—critical for Air Astana's multi-channel agent interactions.

Awara IT recommended Dynamics 365 because it supports extensibility for custom charter flight entities and workflows, integrates reliably via APIs with Monalisa, and enables rapid automation through Power Automate and Power Platform components. The selection also aligned with Air Astana's existing Microsoft investments and requirements for enterprise security and identity management.

Uygulanan modüller

• Dynamics 365 Sales — B2B account, opportunity and quote management
• Dynamics 365 Customer Service with Omnichannel for Customer Service
• Custom charter flight management entities and workflows in Dataverse
• Power Automate — workflow automation and transactional integrations
• Power BI — operational dashboards and sales forecasting
• Azure AD & Microsoft 365 integration — SSO and collaboration
• Dataverse — centralized customer and partner data store

Entegrasyonlar

• Monalisa accounting and billing system (bi-directional API integration)
• Telephony & contact center connector (SIP/telephony provider integration)
• Microsoft 365 (Outlook, Teams) for agent productivity and collaboration
• Payment gateway for corporate invoicing and settlements
• Airport/charter operations system (restricted-read integrations for schedule data)

Yerelleştirme ve uyumluluk

The implementation included language support and user interfaces in Russian (primary operational language) and English for corporate users. Awara IT worked with Air Astana's legal and finance teams to ensure CRM-generated documents matched local tax invoice formats and VAT handling used by the Monalisa accounting system. Data residency and personal data processing were addressed by configuring storage and backups in accordance with Kazakhstan data protection expectations and by restricting PII flows to approved endpoints.

İş değeri

The Dynamics 365 deployment centralized B2B account data, standardized agency processes and removed manual handoffs between sales, operations and finance. Automation of charter workflows and the Monalisa integration reduced processing time and reconciliation workload for finance, enabling the team to focus on higher-value exceptions rather than routine corrections. The omnichannel contact center delivered predictable SLAs and faster responses during peak demand, improving partner satisfaction and reducing leakage in the B2B funnel.

Operationally, Air Astana gained a single source of truth for corporate relationships and bookings, improved forecast reliability and lower operational overhead for charter and agency management. The platform also positions the airline to scale B2B volume with minimal incremental headcount while preserving compliance with local requirements in Kazakhstan.