Case Study: KLM improves communication and automates catering service workflows with TOPdesk

How the airline’s catering service has improved communication across their IT, Facilities and technical service departments

KLM Catering Services, part of KLM, needed a better way to manage communication and request handling across its IT, Facilities, Quality Control, and Technical Services teams. With 1,350 employees to support and complex daily operations for 280 flights and 55,000 passengers, the company was struggling with inconsistent logging, poor visibility into call status, and complaints about lack of communication. It turned to TOPdesk and its Self Service Portal to bring more structure to service management.

TOPdesk helped KLM Catering Services automate and standardize processes across departments, including IT, facilities requests, and even uniform distribution. The Self Service Portal meant that around 90% of callers could track who was handling their request, what action was being taken, and when it was closed, turning complaints into positive feedback about communication. TOPdesk reporting also gave KLM Catering Services better insight into problem areas and recurring mistakes, helping them improve performance across a complex production chain.

KLM

Willem van Sutphen

Coordinator