Air France KLM Martinair Cargo has enhanced its service offering for small- and medium-sized customers with WHAT COUNTS, a new bundle of services designed for this group of customers.

According to Air France KLM Martinair Cargo, it used information gained from research into the specific needs of SMEs to group together a number of relevant 24/7 services, tailor-made offers and a loyalty programme.

“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 specialization,” said Gertjan Roelands, vice president of Europe at Air France KLM Martinair Cargo. “Big data and a sophisticated CRM strategy make it possible for us to adopt this approach.”

WHAT COUNTS offers customers access to myCargo, the carrier’s digital portal where customers can make and manage their bookings themselves 24/7. It contains services such as Quote & Book, Notify Me, Track & Trace and Claims. Based on customer needs, Air France KLM Martinair will introduce enhancements to existing services and completely new services every three months.

Dedicated customer service and sales desks have also been set up so that the company can further specialize in the specific needs of SME customers and interact with them more effectively.

Customers will now receive blue credits under the BlueBiz loyalty programme for both cargo and passenger flights of the Air France KLM Group. These credits can be spent on airline tickets.

The WHAT COUNTS programme has already been implemented in the Netherlands since the beginning of the year.

“We have seen our market share and customer satisfaction growing in this specific customer segment in the Netherlands,” said Roelands. “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.”