Cargo division completes CRM360 customer management system rollout across 68 stations while expanding AI-enabled services
Air France KLM Martinair Cargo (AFKLMP) has seen a continued rise in the number of digital bookings made on its platform following a series of investments.
The cargo carrier said that 91% of all bookings are now digital, while it has also completed the rollout of a new customer management system.
The increase in online bookings comes as the airline group has been continuing to invest in its myCargo customer portal with new features.
The platform began as a simple internal Excel-powered tool to generate quotes and has since been developed in-house into an end-to-end booking and service platform.
In June, 88% of all the cargo carriers’ bookings were made through myCargo. And in May, the company added new options to its online allotment service in response to customer demand
”These milestones are part of the broader commercial transformation we began five years ago," GertJan Roelands, senior vice president commercial at Air France KLM Martinair Cargo said. "They show that by combining technology, service, and innovation, we can create real value for our customers and the industry.
“Our roadmap continues. We aim to give customers a B2B experience with the ease of a B2C environment — doing business with us should be fast, transparent, and simple, empowering customers to stay in control 24/7. Ultimately, our goal is to deliver the best possible experience in the industry.”
Meanwhile, AFKLMP recently completed the implementation of its CRM360 customer management system across its 68 service stations. The rollout was executed in 16 months and concluded with its Cairo station, which covers North Africa and the Levant.
"This new CRM platform is unique in the industry and opens the door to AI-enabled services that will empower our teams to focus on the most value-added customer interactions,” AFKLMP said in a press release. "For our customers, it means optimised time to market and an even higher level of service.”
The solution is designed to ensure “consistent, efficient and customised support”
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”
