Air France KLM Martinair Cargo has completed the rollout of its CRM360 system across 68 stations and now handles 91 per cent of bookings digitally, reported London's Air Cargo News.

The carrier said the CRM360 implementation concluded with its Cairo station, covering North Africa and the Levant. The rollout took 16 months and is expected to enhance customer interaction and service levels.

AFKLMP is also expanding its myCargo portal, which now supports end-to-end booking and service functions. In June, 88 per cent of bookings were made via the platform, with new allotment options added in May.

GertJan Roelands, senior vice president commercial, said the digital milestones reflect a five-year transformation aimed at combining technology, service and innovation to deliver value and improve customer experience.

The CRM360 system enables AI-powered services and equips teams to focus on high-value customer interactions. AFKLMP said the platform ensures consistent, efficient and customised support.

The company is investing in AI-enabled tools including chat, voice and priority models to provide customer service teams with advanced capabilities and insights.