Air France-KLM: From Reactive to Proactive Customer Service

Air France-KLM: From Reactive to Proactive Customer Service

Breakout
Jun 06, 2017 | 2:30 PM
Premier Ballroom 317
Air France KLM logo
  • Alex Corbasson, Head of Air France-KLM Customer Care, Air France-KLM

"We made a short list of competitors between Salesforce and at the end of the day and we decided to take Pega for different reasons. First reason is that our systems are quite complex and to integrate all those systems with Salesforce would be quite difficult."

    — Alex Corbasson, Head of Air France-KLM Customer Care, Air France-KLM

Air France-KLM implemented Pega to help their passengers facing irregularities. The solution, internally known as I-Care, is the heart of the new Customer Intimacy strategy. Implementing I-Care has allowed Air France-KLM to: - Generate productivity gain for back-office agents, allowing them to spend more time on customer interactions - Implement new frontline staff solutions, enabling staff with instant solutions - Offer customers new intuitive self-service solutions - Launch proactive recovery campaigns