KLM - Be where your customers are | Gen25

KLM integrates Facebook Messenger

KLM is offering its passengers the possibility of globally receiving booking confirmation, check in notification, boarding pass and flight status via Messenger. This makes all information centrally accessible to them, both at home, in transit and at the airport. KLM is the first airline in the world to offer this service through Messenger.

The assignment

Gen25 was asked to develop an application for KLM Social Media hub enabling real time messaging with passengers.

The result

Using Salesforce App Cloud, Gen25’s developers were able to code in their preferred language with tools to ensure enterprise trust and control - allowing for infinite upscaling so KLM could process any number of messages required.

Messages received are first processed with App Cloud and then sent on to Salesforce for inspection by the KLM Social Agents. They review the communication with passengers and update their case. The new status is stored in the Salesforce Service Cloud. Messages are subsequently processed and delivered to Messenger via App Cloud platform service Heroku.

The application developed on App Cloud is in fact an intermediate layer for sending both automated messages like booking confirmation, check in notification, boarding pass and flight status information as well as personal messages.

The new Messenger service is available to all KLM clients who book via KLM.com and opt for receiving information via Messenger. KLM boasts over 15 million fans on Facebook. The Messenger service is also available for questions from customers. The customers can contact the Social Media team 24/7 through Messenger.

In addition to Messenger, Gen25 has also realised this integration for KLM on WeChat.

Messenger is used extensively by our customers. By offering KLM services directly via a more personal platform like Messenger, we can truly be where our customers are. Heroku and Gen25 give us the ability to realise just that: we can develop in a quick and flexible way and can integrate everything with our CRM system. These are key in growing KLM presence on chat apps.

Martine van der Lee - KLM Manager Social Development & Technology

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