Air France KLM Martinair Cargo (AFKLMP Cargo) recently partnered with Salesforce and Vonage to innovate its global customer service with a new Customer Relationship Management (CRM) solution. This provides customers with faster, better service across phone and digital channels, integrated into one platform, with more tailored support.

AFKLMP Cargo strives to deliver the best customer service worldwide by using the latest technology and data in combination with the expertise of employees. The partnership with Salesforce provides customer service teams with a 360-degree view of customers, enabling them to optimize services.

AFKLMP Cargo sees customer service as a cornerstone of its strategy to create seamless, efficient and personalized customer experiences. The company considers the use of data and advanced technology, including artificial intelligence (AI), to be essential to achieve this.

After a comprehensive review of its global customer service operations, AFKLMP Cargo identified the untapped potential of data and technology. By implementing the new CRM solution, integrated with a contact center solution, the company aims to transform the overall customer experience and streamline processes that underpin customers' day-to-day business operations.

Using technology from Salesforce and Vonage, customer service teams get a full 360-degree view of customers, enabling them to personalize interactions and provide tailored support across all channels. The complete solution includes integrated telephony and AI-driven insights for a better omnichannel service experience.

By analyzing data on customer preferences, shipping patterns and feedback, AFKLMP Cargo can further optimize its service. The next step will be to explore the potential of generative AI to support service agents.

In addition to the technological advantages and capabilities, our customers will continue to benefit from our highly experienced and specialized customer service teams at more than 60 offices worldwide, connecting them through our new CRM platform. This will help optimize time-to-market and improve overall service levels. All of this aligns with our commitment to becoming a leader in sustainable air freight while passionately delivering the best customer experiences."

Michiel Hustinx, general manager of Salesforce in the Netherlands: "We are truly honoured to help Air France KLM Martinair Cargo improve their global customer service. With our solution, the company is choosing innovation and a future where they better meet the needs and expectations of their customers, supporting their ambition to be an innovator in the freight market. We thank AFKLMP Cargo management and their employees for the intensive cooperation over the past year and look forward to a fruitful and cargo-filled future."

Reggie Scales, SVP of Global Sales Applications at Vonage, said: "Air France KLM Martinair Cargo is focused on providing enhanced customer engagement through intelligent technology, and we are proud to have chosen Vonage Contact Center to bring even more automation, intelligence and global calling capabilities to the innovative Service Cloud Voice solution. Through Partner Telephony, Salesforce customers such as Air France KLM Martinair Cargo can enjoy the best agent experience within Service Cloud, powered by Vonage."