Air France KLM Martinair Cargo invests in CRM technology

AFKLMP Cargo has partnered with Salesforce and Vonage on CRM. Photo: AFKLMP Cargo

Air France KLM Martinair Cargo (AFKLMP Cargo) has partnered with Salesforce and Vonage to implement a new Customer Relationship Management (CRM) solution and improve customer services.

By implementing the new single-platform CRM solution, integrated with a contact centre solution, AFKLMP Cargo aims to streamline customer processes and provide faster, better service by phone and digital channels, with more tailored support.

Using technology from Salesforce and Vonage, customer service teams get 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 designed for an improved 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.”

AFKLMP Cargo opens renovated warehouse at Chicago O’Hare Airport

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Rebecca Jeffrey

Rebecca Jeffrey
New to aviation journalism, I joined Air Cargo News in late 2021 as deputy editor. I previously worked for Mercator Media’s six maritime sector magazines as a reporter, heading up news for Port Strategy. Prior to this, I was editor for Recruitment International (now TALiNT International). Contact me on: [email protected]