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Air France-KLM: Elevating Customer Care
The goal of Air France-KLM is the same as other airlines; to provide a seamless customer journey from the booking to take off to picking up luggage and returning home. But disruption can happen; flights get delayed, baggage gets lost. Air France-KLM sees these as moments of truth for their business, where their superior customer service can make a difference and keep customers returning.
Air France-KLM partnered with Pega to build ICARE, a solution that is connecting the dots and allowing Air France-KLM to better serve their customers. They needed a solution that wasn’t just designed for agents but could handle all service recovery initiatives, as well as answer all the needs from the business.
It's what we call a recovery paradox. This is a key moment for us and for them to turn them into happy customers and promoters. What we wanted to develop was e-recovery, meaning that all our frontline staff that are in touch with our customers can serve them right away, giving them compensation, giving them vouchers for their next fight, offering the best services that they can do. Not asking them, ‘could you fill a form, please, on our website?
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