Air France KLM Martinair Cargo’s Data-Driven Customer Service Takes Flight with Salesforce

Global airline group Air France KLM Martinair Cargo (AFKLMP Cargo) is partnering with Salesforce to transform its global customer service. 

Why it’s important: Research shows that while business leaders know using data is important to their organization, most aren’t tapping into these data insights to drive better decision-making and business results. 

Driving the news: AFKLMP Cargo operates one of the most extensive flight networks between Europe and the rest of the world. It aims to deliver the best customer service worldwide by using the power of AI, data, and CRM, delivering seamless and personalized experiences across its network of over 300 destinations.

With Service Cloud, the cargo airline will give its customer service team a 360-degree view of every customer for the best omnichannel service experience. It will also personalize interactions at scale with the help of AI-powered insights into customer preferences. CRM Analytics helps to analyse real-time data, for example, to track shipping patterns and performance, which will help further optimize its services. Next, the company is exploring opportunities to infuse generative AI capabilities across its business.

What they’re saying: “Our investment in state-of-the-art CRM is an important building block of our overall commercial transformation. Connecting them through our new CRM platform, optimizing time-to-market, and improving overall service levels will benefit customer service teams at over 60 offices worldwide,” said GertJan Roelands, Senior Vice President, Commercial at Air France KLM Martinair Cargo.

Our technology investment and commitment to delivering best-in-class customer experiences go hand-in-hand with our ambition of becoming a leader in sustainable aviation.

GertJan Roelands, Senior Vice President, Commercial at Air France KLM Martinair Cargo.

The Salesforce perspective: “With the power of AI, data, and CRM, AFKLMP Cargo is putting innovation and customer success at the heart of its business and cementing its leadership in the cargo industry,” said Michiel Hustinx, General Manager, Salesforce Netherlands.

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