The airline industry is highly competitive, and customer satisfaction is key to maintaining loyalty. Air Canada’s customer service representatives (CSRs) are at the frontline, responsible for delivering an outstanding experience to customers. Air Canada's CSRs face challenges with information retrieval, communication, and coordination across various departments. The current systems often require representatives to juggle multiple tools, creating inefficiencies and increasing response times. Given that Air Canada is ranked extremely low for customer satisfaction (J.D. Power, 2024), an efficient intranet can be transformative. Therefore, The objective of this intranet project is to address these pain points by providing an integrated and streamlined solution tailored to the specific needs of CSRs.