Case Study: KLM Royal Dutch Airlines achieves 24/7 social customer service and one-hour response times with Salesforce

KLM Royal Dutch Airlines - Customer Case Study

KLM Royal Dutch Airlines, a leader in customer service, faced the challenge of managing massive, time-sensitive social media traffic and delivering true 24/7 support—an issue that became critical during the 2010 Icelandic volcano disruption. The airline needed faster response times, consistent routing of inquiries across languages and teams, and a way to protect its brand while helping stranded and traveling customers.

KLM implemented Salesforce Marketing Cloud, Service Cloud, and Chatter to collect and route more than 30,000 weekly social messages by language and topic, enable cross-team collaboration, and drive social-first customer journeys. The result: an initial response target of one hour and 24-hour resolution, improved brand sentiment, a social-media–driven flight schedule, and more loyal customer ambassadors.

KLM Royal Dutch Airlines

Viktor van der Wijk

Director of Digital Marketing at Air France KLM