The new CRM, integrated into a single platform, will provide customers with a faster and better service, through the latest technology and data combined with employee expertise.
Customer service teams will receive a 360-degree view of customers, helping them optimise services, and AFKLMP Cargo sees customer service as the cornerstone of its strategy to create a seamless, efficient and personalised customer experience.
Using the new CRM solution, integrated with a contact centre solution, AFKLMP Cargo wants to transform the overall customer experience and streamline processes underpinning customers’ daily business operations.
The full solution includes integrated telephony and AI-driven insights for a better omnichannel service experience and by analysing data on customer preferences, shipping patterns and feedback, AFKLMP Cargo can further optimise its service.
Gert-Jan Roelands, SVP Commercial at AFKLMP Cargo, says, “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, says, “We are truly honoured to help Air France KLM Martinair Cargo improve their global customer service. With our solution, the company 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.”