Case Study: Air France‑KLM achieves improved internal knowledge management and better customer service with Mopinion

Air France-KLM improves its internal knowledge system with Mopinion

Air France‑KLM, a leading European airline group operating 550 aircraft and more than 2,300 daily flights (101.4 million passengers in 2018), is rolling out a central internal knowledge management system to help its worldwide customer service agents. Because the system contains critical processes, procedures and policy information (including Flying Blue and Customer Care), keeping content accurate and up to date is essential for delivering consistent, high‑quality customer support.

To capture frontline insights, Air France‑KLM implemented Mopinion’s feedback analytics with a feedback button on every knowledge page, enabling agents to report missing or unclear information in real time. Submitted feedback is routed to the Knowledge Management teams, who update content accordingly—improving the knowledge base and helping agents provide faster, more accurate service to customers.

Air France-KLM

Thomas Langenberg

Product Manager