Five years ago , at the height of the globose Covid-19 pandemic , Air France KLM Martinair Cargo face an unprecedented disruption . Rather than merely reacting to the crisis , the companionship chose to seize the moment as a catalyst for deep , strategical transformation – redefine its commercial-grade strategy , elevating the client experience , and lay a upstanding fundament for digital leaders and sustainability in airfreight . " At the heart of our transformation was a simple but powerful commitment – to put our customers first in everything we do , " aver GertJan Roelands , SVP Commercial at Air France KLM Martinair Cargo .
As global logistics evolved and customer expectations rose , Air France KLM Martinair Cargo recognized the maturate demand for air loading services to mirror the seamless , always - available nature of modern digital platforms . Inspired by good - in - form B2C models , the fellowship define out to reimagine the traditional B2B loading journey – construct it transparent , controlled , and simple , anytime and anywhere .
myCargo , the company ’s full - service digital platform and central touch - point for client worldwide , lies at the heart of this transmutation . What began as a childlike internal Excel - power tool to generate quotation has since been developed in - menage into a comprehensive quote - and - book solution . Over time , it has suppurate into a robust , death - to - end reservation and service platform . power by active pricing and mod revenue management system of rules , myCargo permit users to book , alter , and track consignment in real - time . The commercial overture has also become more datum - drive , with the launching of a consecrated e - skill team leverage data , subject matter , and digital date strategies under the principle : know your customer , betroth and convert . Today , 88 % of all bookings are made through myCargo – an accomplishment that reflects both the platform ’s capabilities and the degree of trust it has realise . " We regard this a strategic milestone in our transformation journey and clear verification from customers of the progression we ’ve made , " says GertJan Roelands .
GertJan Roelands
But the transformation did n’t stop here . To have more personalized and antiphonal service , the company is now launching CRM360 , a globose AI - power inspection and repair platform Centennial State - developed with Salesforce .
This next - generation root ensures consistent , efficient , and customized support throughout the client journey , worldwide . Investments bear on in AI - enable solutions – such as chat , voice , and antecedency models – providing client divine service squad with cutting - border prick , penetration , and expertise . " Our ambition is to propose a truly alone , next - horizontal surface service experience in the industry – combining the best of human connexion with technical excellency , " says Roelands .
Customer centricity at the heart of the organizationCustomer experience ( CX ) has been place at the core of the organization – not just as a section , but as a deal responsibility across all teams . A new CX model has been enclose to ensure remnant - to - end journey profile , proactively computer address challenges , and labour continuous advance . Complementing this , the caller streamlined its product portfolio and introduced Service Level Plus – offer enhanced flexibleness and value . More innovations are underway , shaped by operational insight and on-going client dialogue .
Commercial shift also required a rethinking of the constitution itself . Air France KLM Martinair Cargo bring down its regional complex body part from five to two area zone , simplified its hierarchy , and premise a new generation of leaders with expertness in digital , data , and customer strategy . invention and entrepreneurial spirit are actively encouraged , with employees gift to initiate ideas that enhance customer economic value within a integrated portfolio direction cognitive process . These changes have served to increase the company ’s speed , agility , and coalition with grocery demands .
Committed to reducing the C footmark of airfreightSustainability remain a guide antecedence . In December 2020 , the fellowship launched the airfreight industriousness ’s first Sustainable Aviation Fuel ( SAF ) program , now supported by over 100 strategic partners . Through GoSAF – available directly via myCargo – customers can actively reduce emissions at a shipment level . These efforts are bolstered by fleet renewal enterprisingness directed at achieving zero - discharge terra firma military operation at its major hubs . While proud of the strides taken , the company remain realistic and realize there is still a long fashion to go . coaction is the key to actual progress .
Transformation leading to client achiever and market leadershipCapturing the spirit of its transformation , the party launched a new stain positioning concept : Here to Connect . More than just a slogan , this reflect Air France KLM Martinair Cargo ’s vision to be a leader in sustainable airfreight while stormily deliver a superior client experience . This vision came to life in a brand film make in cooperation with the Bruut Amsterdam authority , which has won multiple awards for its message and originative impact .
excogitate on this journey , GertJan Roelands enlarge : " We ’re gallant of our advancement . We ’ve gained market leaders in many areas , but we also recognize this is just the first . Transformation is n’t a one - off endeavor – it ’s a mind-set . What we ’ve achieve so far is thanks to the dedication of our divers and talented team , a deep consignment to our customers , and our continued investment in invention . We will keep evolve , listening , and leading – with function – for our customers , for our multitude , and for our planet . "
For more information : Air France KLM Martinair Cargowww.afklcargo.com
