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Case study: Yammer ‘improving flying experience for travellers’

How Yammer changed KLM Royal Dutch Airlines' comms

January 21, 2016

KLM Royal Dutch Airlines believes its customers are getting a better service than ever – and pinpoints the recent introduction of Yammer as the catalyst.

More than 9,000 members of the firm’s Inflight Services division were given access to Microsoft’s market-leading enterprise social network (ESN) in the autumn.

According to KLM bosses, more than half have signed up – and the business is already seeing the benefits of the social collaboration tool.

Simone Louwers, director of communications for Inflight Services at KLM Royal Dutch Airlines, wrote: “It’s only been three months since we launched Yammer, but more than 5,000 employees post more than 100 new posts a week.

“Our rapid adoption rate proves that Yammer is fulfilling a real need for seamless communication that helps us work together as an efficient network.

“Teams are using Yammer to report challenges, to share innovative new ideas and streamline business processes.”

So how is it helping the airline?

Customer service has been boosted by the real-time collaboration that Yammer provides. Customer feedback and queries are now responded to within 24 hours – a direct result of administrative employees being able to communicate directly with cabin crew and other frontline staff.

Improvements in safety procedures and training have also been identified, thanks to the introduction of the internal social network.

Simone added: “This type of direct communication through Yammer empowers and engages our cabin crew, who share innovative ideas with colleagues to raise the overall level of on-the-job knowledge.”

“Yammer is a great tool for employee empowerment. Back office staff use Yammer to share customer feedback that highlight great service, helping the company to reinforce to our cabin crew that their ideas and work are of great value to the airline and our passengers.”