AFKLMP hits digital, CRM360, and PLUS service milestones

Air France KLM Martinair Cargo (AFKLMP) has hit three key milestones in its commercial transformation: 91% of bookings are now digital, the global CRM360 rollout is complete, and the PLUS service level has firmly established itself as a customer favourite, according to an official release from AFKLMP.

Over the past eight years, AFKLMP has evolved its customer offering from a basic online quote tool into myCargo, a full-featured digital service hub. Through continuous feature upgrades and a clear multichannel strategy, AFKLMP has established digital as the global standard for cargo bookings. Reaching 91% of bookings through digital channels marks a major achievement, reflecting both strong customer adoption and the commitment of AFKLMP’s worldwide commercial teams. It reinforces the airline’s position as a frontrunner in digital cargo services.

In parallel, AFKLMP has continued to invest in service excellence. With the rollout of CRM360, developed in partnership with Salesforce, the airline now operates a unified customer relationship management platform across 68 service stations worldwide. The deployment, executed over 16 months in 15 waves, concluded with the final go-live in Cairo for Northwest Africa & Levant. CRM360 combines cutting-edge technology with the expertise of local service teams, enabling closer collaboration, faster response times, and a smoother customer experience.

The new CRM platform is unique in the industry, introducing AI-enabled services that allow teams to focus on high-value customer interactions. For customers, it promises faster time to market and improved service levels. Continuous feedback from employees and clients played a key role in shaping and refining the platform.

Launched just two years ago, AFKLMP’s PLUS service has quickly become the preferred choice for customers seeking added assurance for their shipments. With thousands of bookings completed, PLUS delivers on its promise of preferential handling and faster recovery during operational disruptions, the release added.

Key benefits of PLUS include priority loading, PLUS shipments being handled first in case of irregularities, and high customer satisfaction, with over 90% of users saying they would book it again. Available across the AFKLMP network, PLUS can be booked via myCargo or local customer service teams and applies to all cargo types, from general shipments to specialised solutions.

“Reaching 91% digital bookings, completing the global rollout of CRM360, and seeing the strong customer uptake of PLUS all reflect the same ambition, making it easier and more reliable for customers to do business with us. These milestones are part of the broader commercial transformation we began five years ago. They show that by combining technology, service, and innovation, we can create real value for our customers and the industry.”