Air France KLM Martinair Cargo (AFKLMP) has achieved three major milestones in its commercial transformation: surpassing 90% digital bookings, completing its global CRM360 rollout, and expanding the success of its PLUS service.
Driven by its myCargo platform, 91% of AFKLMP’s bookings are now made digitally – the result of eight years of innovation and a clear multichannel strategy. This achievement underscores strong customer adoption and highlights AFKLMP’s leadership in digital air cargo services. The airline group also finalized the global deployment of CRM360, the unified customer management system that it developed together with Salesforce. After a 16-month implementation phase, CRM260 is now active across 68 service stations. Cairo was the last station to go live recently, bringing the roll-out to an end. According to the release, CRM360 enhances responsiveness, collaboration, and customer experience while laying the foundation for future AI-driven capabilities.
AFKLMP’s PLUS service has also quickly gained momentum since its launch two years ago. Offering priority loading and rapid recovery for shipments, PLUS has earned high customer loyalty – more than 90% of users say they would rebook. Available network-wide via myCargo or local teams, it strengthens AFKLMP’s reputation for reliability and customer focus. Together, these milestones mark significant progress in AFKLMP’s ongoing transformation toward smarter, more connected air cargo services.
GertJan Roelands, SVP Commercial at Air France KLM Martinair Cargo, said: “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. Our roadmap continues. We aim to give customers a B2B experience with the ease of a B2C environment — doing business with us should be fast, transparent, and simple, empowering customers to stay in control 24/7. Ultimately, our goal is to deliver the best possible experience in the industry.”
