KLM Royal Dutch Airlines Transforms Customer Experience
TCS automates KLM Social Media Hub to help them 'be where the customers are'
Challenge
KLM wanted to tap social media platforms, apart from its website and mobile app, for customer service.
KLM Royal Dutch Airlines wanted to tap social media platforms, apart from its website and mobile app, for customer service. To attract the millennials and retain other customer segments, KLM wanted to deliver omni-channel customer experience across its website, mobile app, and social media channels. It needed to upgrade existing website and IT systems for AI-enabled functionalities and personalized intuitive interfaces across channels. To maximize its reach, the company wanted to build and offer customer service functionalities in messaging platforms on social media channels such as Facebook, Twitter, WhatsApp, and WeChat.
Solution
Enhanced customer experience through Social Media Hub
TCS worked closely with KLM to create a Social Media Hub. The TCS team designed, developed, tested, and deployed application programming interface (API)-based solutions to action a range of services on social media messaging platforms. These micro-service features were robust, secure, scalable, and automated. These were integrated with KLM’s existing IT set-up to ensure a seamless, omni-channel experience. The application-based modular approach provided responsive layouts and allowed a faster time-to-market. Since 2016, TCS and KLM have developed and customized solutions integrated with Facebook Messenger, Twitter, WeChat, WhatsApp, and Google Assistant. Now, booking tickets, choosing a seat or meal on a KLM flight – all can be done on any of these channels.
“We have TCS employees embedded within our organization. These specialist staff are absolutely crucial in sparking innovation and keeping us up to date on emerging technologies.” Jos Kerssens, VP, Development Passenger Business, KLM
With Social Media Hub, KLM was able to attract the millennial customers and earned the reputation of being a ‘social media airline’. This helped KLM not only transform customer service, but also enter into partnerships with tech giants such as Facebook, Google, and WhatsApp for exclusive promotions. It was a differentiator and gained competitive advantage in the market for KLM.
TCS and KLM developed many first-of-its-kind AI-enabled functionalities, which are adding to the KLM revenues directly. Digital transformation and automation have also resulted in unprecedented efficiency, agility, and scalability in KLM’s operations and reduced cost.
“TCS provides KLM with digital expertise and support for many customer-experience services. TCS is a strong partner for us.”
Pieter Elbers, CEO, KLM
what made this happen
TCS’ AI-ML-based solution suite enables digital transformation with digital collaboration through intelligent insights to help improve customer experience.
With SAP S/4HANA and the SAP cloud platform, we enable smart and predictive maintenance and accelerate and de-risk digital transformation programs.
With features like price bundling and marketing, our solution can intuitively customize products and services in the hospitality sector to increase revenue.
Benefits
3x
Increase in number of passengers using social channels
40%
Online bookings receive booking confirmation and subsequent servicing in social
10%
Boarding passes issued on WhatsApp of the 3 million customers worldwide
4
Point Increase in net promoter score