Air France KLM Martinair Cargo is reaching a digital milestone in Europe and since the launch of its online booking tool myCargo about 2 and a half years ago – many upgrades have been released to enhance its booking and service facilities.
MyCargo is the portal where our customers request quotes and make bookings, but also where we offer services like track & trace, claims, notify-me, and the airline group said it is being developed myCargo in an “agile manner”.
Most recently it added the option of making 24/7 instant bookings of up to four tonnes and the option of booking pharma shipments. In addition, it launched an API (application programming interface) capability that will enable customers to directly connect to the ‘Quote & Book’ online booking tool into their systems, which will offer them all sorts of efficiency gains. This API capability is unique in the industry.
“We are very pleased with myCargo’s degree of adaptability and its customer satisfaction ratings. We get a lot of positive responses from customers. This month we reached a milestone in Europe by having 52% of the quotes requested online.
“This means, in practice, that about every 20 seconds a quote is requested online during a working day,” said Air France KLM Martinair Cargo vice president of Europe, GertJan Roelands.
The airline group is promoting its digital approach with its GoSurfing campaign, which was recently introduced in Germany and will be rolled out further in Europe in the weeks ahead.
Another development driving online sales is our new programme for small and medium-sized forwarders called ‘WHAT COUNTS’. The airline group said this creates value for customers in three ways.
Firstly, it gives customers the opportunity of saving Blue Credits for the cargo flown. Customers can spend these Blue Credits on airline tickets, thereby saving on travel expenses.
Secondly, we give these customers access to MyCargo, allowing them to book and manage shipments 24/7. Thirdly, it is largely based on big data. This enables us to send targeted offers to customers, based on their specific needs.
Air France KLM Martinair Cargo began rolling out this programme in the Netherlands last year, which led to higher customer satisfaction ratings and increased sales and has rolled out the programme throughout Europe.
This has now been rolled out Europe-wide, allowing all its small and medium-sized customers to access this improved service proposition. “Growing digital initiatives or generating online sales are not goals in themselves. Digital initiatives allow us to further improve our service to customers, leading to greater customer satisfaction, and that’s what counts,” said Roelands.
