AIR France KLM Martinair Cargo has completed a five-year digital and organisational transformation that began in 2020 during the Covid-19 disruption, reports Mumbai's Stat Trade Times.
'At the heart of our transformation was a simple but powerful commitment - to put our customers first in everything we do,' said air France KLM Martinair Cargo vice president GertJan Roelands.
The programme focused on building digital tools and reworking customer engagement processes, he said.
'Central to this was myCargo, an in-house developed digital booking and service platform. What started as a simple quote-generation tool has now evolved into an end-to-end solution, handling quoting, booking, tracking, and modification of shipments,' Mr Roelands said.
Today, 88 per cent of all bookings are made through this platform, with 90 per cent expected by year-end.
'We consider this a strategic milestone in our transformation journey and a clear confirmation from customers of the progress we've made,' he said.
To further improve customer service, the carrier has introduced CRM360, a global service solution co-developed with Salesforce.
It integrates AI features such as chat, voice support and response prioritisation while enabling consistent service across touchpoints.
SeaNews Turkey
'At the heart of our transformation was a simple but powerful commitment - to put our customers first in everything we do,' said air France KLM Martinair Cargo vice president GertJan Roelands.
The programme focused on building digital tools and reworking customer engagement processes, he said.
'Central to this was myCargo, an in-house developed digital booking and service platform. What started as a simple quote-generation tool has now evolved into an end-to-end solution, handling quoting, booking, tracking, and modification of shipments,' Mr Roelands said.
Today, 88 per cent of all bookings are made through this platform, with 90 per cent expected by year-end.
'We consider this a strategic milestone in our transformation journey and a clear confirmation from customers of the progress we've made,' he said.
To further improve customer service, the carrier has introduced CRM360, a global service solution co-developed with Salesforce.
It integrates AI features such as chat, voice support and response prioritisation while enabling consistent service across touchpoints.
SeaNews Turkey
