Air France KLM Martinair Cargo (AFKLMP) has announced three major milestones in its ongoing commercial transformation:
- 91% of all cargo bookings now completed via digital channels,
- the full global rollout of CRM360, and
- the rapid success of its premium PLUS service.
Together, these achievements highlight AFKLMP’s leadership in digital innovation and customer-centric transformation within the air cargo industry.
Digital Becomes the Global Standard
Over the past eight years, AFKLMP has completely transformed its digital ecosystem, evolving from a basic online quotation tool into myCargo, a comprehensive digital service hub.
Through continuous innovation and a clearly defined multichannel strategy, digital bookings have become the new standard, with 91% of shipments now booked online.
This milestone reflects strong customer adoption and the commitment of AFKLMP’s commercial teams worldwide, reinforcing its position as one of the most digitally advanced cargo airlines in the world.
CRM360: One Global Customer Platform
At the same time, AFKLMP has successfully completed the global rollout of CRM360, its state-of-the-art customer relationship management platform built in partnership with Salesforce.
The implementation—spanning 68 service stations across 15 waves over 16 months—concluded with the final go-live in Cairo, covering the Northwest Africa & Levant region.
CRM360 unites global and local service teams under one digital platform, driving real-time collaboration, faster response times, and seamless customer service.
The system also lays the foundation for AI-enabled tools that will help teams focus on delivering the most value-added customer interactions.
“This new CRM platform is unique in the industry and opens the door to AI-enabled services that will empower our teams to focus on the most value-added customer interactions,” said GertJan Roelands, SVP Commercial at Air France KLM Martinair Cargo.
“For our customers, it means optimised time to market and an even higher level of service.”
PLUS Service: A Premium Product for Peace of Mind
Launched just two years ago, AFKLMP’s PLUS service has rapidly become one of the company’s most popular options. Designed for customers seeking added assurance and reliability, PLUS offers priority handling and enhanced visibility—key features for time-critical and high-value shipments.
A Unified Vision for Digital and Service Excellence
“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,” Roelands continued.
“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.”
AFKLMP’s goal is to deliver a B2B experience with B2C simplicity, where doing business is fast, transparent, and available 24/7—empowering customers to remain in full control of their shipments.
About Air France KLM Martinair Cargo
Air France KLM Martinair Cargo (AFKLMP) is one of the world’s leading air cargo carriers, offering global freight solutions through its dual-hub network in Paris Charles de Gaulle and Amsterdam Schiphol. Committed to digital transformation, sustainability, and customer excellence, AFKLMP continues to redefine the air cargo experience through innovation and collaboration.