Air France KLM Martinair Cargo (AFKLMP Cargo) is to offer a more personalised and responsive service for its customers with the launch of CRM360, a global artificial intelligence (AI)-powered platform codeveloped with customer relationship management (CRM) software company Salesforce.
This next-generation solution is designed to ensure “consistent, efficient and customised support” throughout a customer experience, the Franco-Dutch cargo carrier said.
AFKLMP Cargo is investing in various AI-enabled tools – such as chat, voice and priority models – to provide customer service teams with what it described as “cutting-edge tools, insight and expertise”.
GertJan Roelands – SVP Commercial AFKLMP Cargo
Said GertJan Roelands, AFKLMP Cargo’s senior vice president commercial: “Our ambition is to offer a truly unique, next-level service experience in the industry – combining the best of human connection with technological excellence.”
CRM360 is just the latest offering in what has been over the last few years a period of “deep, strategic transformation”, a time in which AFKLMP Cargo has redefined its commercial strategy and put in place a “solid foundation for digital leadership and sustainability in airfreight”, the carrier said.
The transition was initially driven by the Covid-19 pandemic, which the airline opted to use as an opportunity to drive positive change.
“At the heart of our transformation was a simple but powerful commitment – to put our customers first in everything we do,” informed Roelands.
The company set out to re-imagine the traditional B2B cargo journey – “making it transparent, controlled and simple, anytime and anywhere”.
At the heart of the change has been myCargo, the airline’s full-service digital platform. What began as a simple internal Excel-powered tool to generate quotes has since been developed in-house into an end-to-end booking and service platform.
Today, 88% of all the cargo carrier’s bookings are made through myCargo.
The airline’s commercial operations have also become more data-driven, thanks in part to the launch of a dedicated e-acquisition team leveraging data, content and digital engagement strategies.
The development of CRM360 is the latest development in this journey of digital transformation, the airline said.
Customer centricity and sustainability
Customer experience has been placed at the heart of AFKLMP Cargo and a new customer experience framework has been introduced to facilitate “end-to-end journey visibility, proactively address challenges and drive continuous improvement”.
Sustainability remains another guiding priority. AFKLMP Cargo’s Sustainable Aviation Fuel (SAF) programme is now supported by over 100 partners. Through GoSAF – available directly via myCargo – customers can actively reduce emissions at a shipment level.
These efforts are being supported by fleet renewal initiatives directed at achieving zero-emission ground operations at the cargo carrier’s major hubs.
Roelands concluded: “We’re proud of our progress. We’ve gained market leadership in many areas, but we also recognise this is just the beginning.
“Transformation isn’t a one-off endeavour – it’s a mindset.
“We will keep evolving, listening and leading – with purpose – for our customers, for our people and for our planet.”
With a network encompassing over 210 destinations around the world, AFKLMP makes use of the capacity of the combined fleet (passenger and freighter) of Air France, KLM Royal Dutch Airlines and Martinair to move airfreight.
Source: https://www.aircargonews.net/
