Case Study: KLM Royal Dutch Airlines achieves 24/7 social customer service and rapid issue resolution with Salesforce Marketing Cloud

KLM Royal Dutch Airlines - Customer Case Study

KLM Royal Dutch Airlines, a leader in customer service, faced a surge of customer interactions across social media—especially during disruptions like the 2010 volcanic ash crisis—and needed 24/7 coverage to handle tens of thousands of messages weekly while cutting response times to within an hour and resolving issues within a day.

By deploying Salesforce Marketing Cloud, Service Cloud, and Chatter, KLM centralized and routed more than 30,000 social messages per week by language and topic, enabled cross-team collaboration on complex cases, and introduced social-driven flight schedules. The solution delivered the one-hour initial response and 24-hour resolution goals, improved brand sentiment, and created more loyal, positive customer ambassadors.

KLM Royal Dutch Airlines

Viktor van der Wijk

Director of Digital Marketing at Air France KLM