Case Study: KLM Royal Dutch Airlines achieves stronger employee engagement with Microsoft Corporation

Employee engagement at KLM reaches new heights as crew share expertise on enterprise social platform

KLM Royal Dutch Airlines, part of Air France/KLM, needed a faster, more connected way for its 9,300-member Inflight Services division to improve communication between cabin crew and back office teams. Using Microsoft Corporation’s Office 365 and Yammer, the airline sought to strengthen employee engagement, speed up decision-making, and improve customer service and operational efficiency.

Microsoft Corporation implemented Yammer as a mobile enterprise social platform, enabling real-time feedback, questions, and idea sharing across crews and support teams. In just three months, more than 5,000 employees were posting over 100 messages per week, with responses typically coming within 24 hours. The result was quicker issue resolution, improved safety training and procedures, and measurable gains in business agility and service quality.

KLM Royal Dutch Airlines

Simone Louwers

Director of Communications for Inflight Services