Case Study: Air France KLM boosts contact center employee engagement with SnapComms

Air France Takes Employee Engagement To New Heights In Their Contact Center

Air France KLM’s London European Sales & Service Centre (ESSC), a busy contact centre within the 80,000-employee airline group, faced challenges getting essential operational information read and keeping staff morale high while relying on email. Communications Officer Georgina Gray turned to SnapComms, deploying its digital channels—desktop tickers, wallpapers, lock screens and questionnaires—to ensure critical messages were visible and to modernize internal communications.

SnapComms’ mix of high-visibility tickers for fast alerts, wallpapers and lock screens for promotional and cultural messages, and surveys for feedback helped Air France KLM drive measurable improvements in the first year: increased intranet usage, stronger employee engagement, broader participation from supervisors and cross-departmental teams, and higher attention to key messages (lock screens in particular prevented messages being skipped). Georgina reports a clear lift in internal comms and engagement since introducing SnapComms.

Air France KLM

Georgina Gray

Communications Officer European Sales & Service Centre