KLM
e-Commerce and e-self service
The Royal Dutch Airlines, now part of the Skyteam Alliance with Air France, are operating in an industry in which profit margins can be very narrow and in which optimal use of the Internet as a sales and service channel is of strategic importance.
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So far, KLM has been very effective in ‘moving’ significant parts of the volume of ticket sales from traditional channels to their e-commerce websites. DNV-CIBIT has assisted KLM in organizing the content management for this growing numer of multilingual websites for e-commerce and e-self service, amongst others by applying DNV-CIBIT’s structured ‘content plan’.
Moreover, DNV-CIBIT was actively involved in the development of a ‘FAQ’ module (which included advanced expert system technology) for e-self service, resulting in efficiency improvements by reducing the volume of calls being handled in KLM’s call center. |
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