Global airline group Air France KLM Martinair Cargo (AFKLMP Cargo) is partnering with Salesforce to transform its global customer service.
AFKLMP Cargo operates extensive flight networks between Europe and the rest of the world; aiming to deliver the best customer service worldwide by leveraging AI, data and CRM, delivering seamless and personalized experiences across its network of over 300 destinations.
With Service Cloud, the airline will give its customer service team a 360-degree view of every customer for the best omnichannel service experience. The solution also personalizes interactions at scale with the help of AI-powered insights into customer preferences. CRM analytics will also allow for real-time data analysis in order to track shipping patterns and performance to optimize its services. Additionally, the company is exploring opportunities to infuse generative AI capabilities across its business.
It follows as, just last month, Salesforce revealed a host of new generative AI capabilities, Sales GPT and Service GPT, to enable teams to close deals faster, anticipate customer needs and bolster productivity.
It also comes after research from Salesforce suggests that while business leaders know using data is important to their organization, most aren’t tapping into data insights to drive better decision-making and business results.
GertJan Roelands, senior vice president, commercial at Air France KLM Martinair Cargo, said: “Our investment in state-of-the-art CRM is an important building block of our overall commerical 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.
“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.”
Michiel Hustinx, general manager, Salesforce Netherlands, said: “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.”
