Air France KLM Martinair Cargo (AFKLMP Cargo) has announced that it has partnered with Salesforce and Vonage to introduce a new Customer Relationship Management (CRM) solution.
AFKLMP Cargo says that it aims to deliver the best customer service worldwide by leveraging the latest technology and data combined with employee expertise.
The new CRM solution will provide customers of the dedicated air cargo business of Air France-KLM Group with faster, better service by phone and digital channels, integrated into a single platform, with more tailored support.
AFKLMP Cargo sees customer service as a cornerstone of its strategy to create seamless, efficient, personalised customer experiences, and considers the use of data and advanced technology, including artificial intelligence (AI) as essential in achieving this.
Having assessed its global customer service operations, AFKLMP Cargo identified the untapped potential of data and technology. By implementing the new CRM solution, integrated with a contact centre solution, the company wants to transform the overall customer experience and streamline processes underpinning customers’ daily business operations.
The platform gives customer service teams a full 360-degree view of customers, allowing them to personalise interactions and provide tailored support across all channels.
The full solution includes integrated telephony and AI-driven insights for a better omnichannel service experience.
By analysing data on customer preferences, shipping patterns and feedback, AFKLMP Cargo can further optimise its service. The next step will be to explore the potential of generative AI to support service agents.
GertJan Roelands, senior vice president commercial at AFKLMP Cargo, said: “Our decision to invest in a new state-of-the-art CRM and contact centre solutions is a key development and an important building block of our overall commercial transformation, which we started in 2020.
“On top of the technological advantages and possibilities, our customers will continue to benefit from our highly experienced and specialised customer service teams at over 60 offices worldwide,
connecting them through our new CRM platform.
“This will help optimise time-to-market and improve overall service levels. All this fits in within our commitment to becoming a leader in sustainable airfreight, while passionately delivering best-in-class customer experiences.”
Michiel Hustinx, general manager of Salesforce in the Netherlands, said: “With our solution, the company [AFKLMP Cargo] opts for innovation and a future in which they better meet their customers’ needs and expectations, supporting their ambition to be an innovator in the cargo market.
Reggie Scales, senior vice president of global sales applications at Vonage, said: “AFKLMP Cargo is focused on providing enhanced customer engagement through intelligent technology, and we are proud they chose Vonage Contact Center to bring even more automation, intelligence, and global calling capability to the innovative Service Cloud Voice solution.”