Air France KLM Martinair Cargo is currently rolling out WHAT COUNTS in the Netherlands. This scheme has been designed for customers among small and medium-sized enterprises (SMEs).
Managers have bundled together a number of 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,” says Gertjan Roelands, vice president cargo Europe.
WHAT COUNTS offers customers myCargo, a digital portal where customers make and manage their bookings 24/7. It contains a range of services, including Quote & Book, Notify Me, Track & Trace, Claims.
Alongside these e-services, dedicated customer service and sales desks have been created to specialise in the specific needs of SME customers and interact with them more effectively.
Customers now receive blue credits for both their cargo and passenger flights when they book Air France and KLM. These credits can be spent on airline tickets.
“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,” according to Roelands.