Air France KLM Martinair Cargo rolls out What Counts for SMEs

December 19, 2017: A leading international air traffic group with its hubs Paris Charles de Gaulle and Amsterdam Airport Schiphol, Air France KLM Martinair Cargo has recently rolled out ‘What Counts’ for the small and medium-sized customers.  

With the new tool, the airline is aiming to further enhance its services to the small and medium-sized enterprises (SMEs). According to a release from the company said that research revealed that the specific needs of this diverse group of customers are understood by the company well. And using this knowledge, the airline had bundled together relevant 24/7 easy-to-connect services, tailor-made offers, and a loyalty programme, under the title What Counts.  

“We are able to approach every customer in a unique way, based on their particular needs, by sending them specific offers and information appropriate to their level of specialisation. Big data and a sophisticated CRM strategy make it possible for us to adopt this approach,” said Gertjan Roelands, vice president, Cargo Europe. 

What Counts offers customers’ myCargo, a unique digital portal where customers can make and manage bookings. It contains a range of services, such as Quote & Book, Notify Me, Track & Trace, Claims, and so on.  

myCargo was developed in an agile way, and based on customer needs; there will be new services added every three months. Along with this, there is a dedicated customer service and sales desks for SME customers. 

The loyalty programme, blue credits are for cargo bookings. The customers can now receive blue credits for both their cargo and passenger flights when they book Air France and KLM. These blue credits can be spent on airline tickets.  

Since the beginning of this year, What Counts has been successfully implemented in the Netherlands. “We have seen our market share and customer satisfaction growing in this specific customer segment in the Netherlands. At the moment, we are gradually introducing this new scheme in Germany, the UK, and Italy. The rest of Europe will follow in the first half of 2018, ” added Roelands. The implementation of What Counts is a substantial enhancement of the service offered by Air France-KLM through the utilisation of big data, digital and CRM.