Woman looking at mural
Platform
Engagement Cloud
Service Cloud
Travel, Transport & Hospitality

Strengthening their social media strategy through Facebook Messenger application

“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.” Says Martine van de Lee, Manager social development & technology at KLM.

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.

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

Woman waiting for airplane

The application

Using Salesforce Platform and Heroku (now Engagement Cloud) allows for a scalable solution so KLM could process an infinite number of messages. Incoming messages are first processed by Salesforce Platform and then sent on to Salesforce Service Cloud where a KLM Social Agent pick them up and provides customers with the answers they need.

The application developed on Heroku is 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.

“Heroku and Gen25 give us the ability to develop in a quick and flexible way and integrate everything with our CRM system. These are key in growing KLM presence on chat apps.” Martine van der Lee, Manager Social Development & Technology