Air France KLM Martinair Cargo Reaches Key Milestones in Its Digital and Service Transformation

Air France KLM Martinair Cargo (AFKLMP) has achieved three major milestones in its ongoing commercial transformation journey. The company has reached 91 percent digital bookings, successfully completed the global rollout of its CRM360 customer management platform, and seen its PLUS service level become a favorite among customers worldwide. Together, these achievements underline AFKLMP’s commitment to technology, innovation, and service excellence.

91 Percent of Bookings Now Made Digitally

Over the past eight years, AFKLMP has completely redefined its digital presence in the cargo industry. What began as a simple online quotation tool has evolved into myCargo, a full-fledged digital service hub that allows customers to manage their shipments efficiently and transparently. Through continuous development, frequent updates, and a strong multichannel strategy, myCargo has become the global standard for air cargo bookings.

Today, 91 percent of all bookings are made through digital channels — a major milestone that demonstrates both strong customer adoption and the airline’s leadership in digital transformation. This achievement reflects the dedication of AFKLMP’s commercial teams across the globe, who have worked to integrate digital tools seamlessly into every stage of the customer journey.

By prioritizing ease of use and real-time access to information, AFKLMP has positioned itself as a frontrunner in digital cargo services, enabling faster decision-making and more efficient logistics management for its partners and clients.

CRM360: One Global Platform for Customer Management

In parallel with its digital expansion, AFKLMP has been investing heavily in service excellence and customer relationship management. A key pillar of this effort is CRM360, a unified global platform developed in partnership with Salesforce. After a 16-month rollout across 68 service stations and 15 deployment waves, CRM360 is now live worldwide, with Cairo marking the final go-live for the Northwest Africa & Levant region.

CRM360 integrates advanced digital tools with the expertise of AFKLMP’s local service teams. It streamlines collaboration, speeds up response times, and ensures a consistent, high-quality customer experience across regions. By connecting all service stations under a single system, AFKLMP now operates with a true global view of its customer base — enhancing transparency and alignment between sales, operations, and support teams.

The new CRM platform also lays the groundwork for AI-powered customer engagement. This will allow teams to focus on high-value interactions, anticipate customer needs, and provide smarter, data-driven service. According to AFKLMP, continuous feedback from both employees and customers has been crucial in shaping CRM360, ensuring that the tool evolves in line with real-world requirements and user expectations.

PLUS Service: Delivering Added Assurance and Customer Value

Since its launch two years ago, the PLUS service level has quickly become one of AFKLMP’s most popular offerings. Designed for customers who seek added reliability for their shipments, PLUS provides priority handling and accelerated recovery in the event of operational disruptions.

With thousands of bookings already completed under this service, PLUS consistently delivers on its promise of dependability and care. More than 90 percent of customers who have used PLUS say they would book it again, confirming its reputation for value and trust.

The key reasons customers choose PLUS include:

• Priority loading — ensuring shipments are among the first to be loaded.

• Swift recovery — immediate attention and action in case of irregularities.

• Network-wide availability — PLUS can be booked through myCargo or via local service teams across the entire AFKLMP network.

PLUS applies to all cargo product categories, from general freight to specialized solutions, reinforcing AFKLMP’s mission to provide flexibility and confidence for every shipment.

A Continuing Commitment to Transformation

GertJan Roelands, Senior Vice President Commercial at AFKLMP Cargo, emphasized that these milestones are part of a larger vision for the company’s transformation.
“Reaching 91 percent digital bookings, completing CRM360 globally, and witnessing the customer success of PLUS all reflect our shared ambition — to make it easier and more reliable for customers to do business with us,” he said. “These results show how technology, service, and innovation come together to create real value for our customers and for the cargo industry.”

Looking ahead, AFKLMP remains focused on advancing its digital roadmap. The company aims to offer its customers a B2B experience with the simplicity and convenience of a B2C environment — fast, transparent, and available 24/7. By doing so, AFKLMP continues to push the boundaries of what a modern cargo airline can deliver, ensuring that its customers remain in control at every step.

Please contact Tan Son Nhat Cargo for prompt assistance

Learn more:

Mở rộng nhà ga quốc tế Tân Sơn Nhất: Giải pháp giảm ùn tắc

Hãng bay mới vừa xuất hiện trên thị trường bao giờ vận hành?

Nhân viên sân bay Thái Lan bỏ qua khi tôi mang hành lý xách tay thừa cân