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Air France KLM deploys mobile customer service

CRM platform implemented by Atos

Air France KLM has brought in IT services supplier Atos to deploy a mobile customer service system.

The service enables all passengers on Air France KLM, which in the UK serves most of the major airports, to receive free real-time information about any changes or issues affecting their flight. The Air France KLM Connect system covers all flights on the airline's network without requiring a registration or subscription.

Atos has implemented the automated CRM platform in partnership with Unica, a provider of marketing software solutions. It has a real-time architecture interlinked to about 15 partner applications, such as customer databases, baggage progress, changes to departure gates and other applications.

The implemented platform allows the airline to inform customers by SMS and/or email wherever they are in the world.

Jrme Picard, development manager for marketing, revenue management and networking at Air France KLM, said: "Atos successfully supported us in the design and execution of this new mobile service. Atos' teams were able to strike the right balance between rigour and flexibility, both qualities that are essential to the success of a project of this nature."

Half of the world's top airlines are spending more this year on IT and telecoms, according to the recent annual SITA/Airline Business Airline IT Trends Survey.

Airlines said they would be spending more on areas such as mobile transaction systems, support for commercial social networking efforts, virtualisation technology and cloud computing. The total airline IT and telecoms spend predicted for 2011 is $20 billion (£12.5 billion).


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