AFKLMP Cargo Launches Global AI-Powered Service Platform

Air France KLM Martinair Cargo Unveils Global AI-Driven Customer Service Platform

Air France KLM Martinair Cargo (AFKLMP Cargo) has announced the launch of CRM360, a global customer relationship management platform powered by artificial intelligence (AI) and developed in collaboration with Salesforce. This innovative solution is designed to enhance the customer experience by providing consistent, efficient, and personalized support throughout the entire customer journey. The Franco-Dutch carrier emphasizes that CRM360 represents a significant advancement in service standards within the airfreight industry.

Advancing Customer Service Through AI Integration

CRM360 incorporates sophisticated AI technologies, including chatbots, voice recognition, and priority management models, to empower customer service teams with deeper insights and improved responsiveness. GertJan Roelands, senior vice president commercial at AFKLMP Cargo, highlighted the company’s ambition to blend human connection with technological excellence, aiming to deliver a uniquely elevated service experience in the sector.

This launch is a key milestone in AFKLMP Cargo’s ongoing strategic transformation, which has been shaped by a renewed commercial focus and accelerated by the challenges of the Covid-19 pandemic. Central to this transformation is a commitment to placing customers at the core of all operations. Roelands emphasized that this customer-centric philosophy underpins every aspect of the company’s evolution.

Digital Transformation and Sustainability Initiatives

At the heart of AFKLMP Cargo’s digital strategy is myCargo, a comprehensive platform that has evolved from a simple internal quoting tool into a full-service booking and management system. Currently, myCargo handles 88% of all bookings, reflecting the company’s shift towards data-driven commercial operations supported by a dedicated e-acquisition team employing advanced digital engagement techniques.

The introduction of CRM360 complements this digital ecosystem by establishing a new customer experience framework that offers end-to-end visibility of the customer journey. This framework enables proactive issue resolution and continuous service improvement. Sustainability remains a core focus, with the carrier’s Sustainable Aviation Fuel (SAF) program now backed by over 100 partners. Through the GoSAF initiative, accessible via myCargo, customers can directly contribute to reducing emissions at the shipment level. These efforts are further supported by ongoing fleet renewal and initiatives aimed at achieving zero-emission ground operations at key hubs.

Industry Impact and Future Outlook

The market has responded positively to AFKLMP Cargo’s AI-powered platform, with industry analysts noting its potential to enhance operational efficiency and service quality. The scale and sophistication of AFKLMP’s digital transformation present a competitive challenge, likely prompting rivals to accelerate their own AI-driven initiatives to maintain market relevance.

Roelands reflected on the company’s achievements and future direction, stating, “We’ve gained market leadership in many areas, but we also recognize this is just the beginning. Transformation isn’t a one-off endeavor—it’s a mindset. We will keep evolving, listening, and leading—with purpose—for our customers, for our people, and for our planet.”

With a network covering more than 210 destinations worldwide, AFKLMP Cargo continues to leverage its combined fleet capacity to set new standards in digital innovation and customer service within the air cargo industry.