AFKLMP Cargo joins hands with Salesforce & Vonage

Air France KLM Martinair Cargo (AFKLMP Cargo) has 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 by phone and digital channels, integrated into a single platform, with more tailored support.

Using technology from Salesforce and Vonage, customer service teams get a full 360-degree view of customers, allowing them to personalize interactions and provide tailored support across all channels. The full 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.

GertJan Roelands, SVP Commercial at AFKLMP Cargo said “Our decision to invest in a new state-of-the-art CRM and contact center solutions is a key development and an important building block of our overall commercial transformation, which we started in 2020."

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