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In the world of aviation, customer experience can make or break a brand. KLM Royal Dutch Airlines has found a perfect partner in Cygnific, a service provider that embodies the airline’s values of personalisation, efficiency, and innovation. In a recent interview, Herbert Verschuren, who is responsible for customer service at KLM, shared his insights into their collaboration, offering a glimpse into why Cygnific stands out as more than just a service provider.
A partnership
built on shared values
The main sentiment in the interview with Herbert was that to KLM Cygnific is not just a supplier; they are a partner. This distinction is the foundation on which their colleboration is build. Unlike traditional costumer service providers focusing solely on fulfilling the tasks of scaling the capacity, Cygnific actively collaborates with KLM to enhance the customer journey.
“They’re a thinking partner,” Herbert explained, highlighting their proactive role in improving processes and suggesting innovations to better meet customer needs.
It is important to mention that Cygnific began as a subsidiary of KLM but has also evolved into an independent company specialising in customer service and operational support for various clients, including its former parent company. This independence has not diluted its commitment to KLM. Instead Herbert noted,
“By working with other companies, they’ve gained sharper insights and a broader perspective, which benefits us.”
For him it has strengthened Cygnific’s ability to draw insights from other industries and clients, enhancing its value to KLM.
Cygnific’s commitment
to KLM
Cygnific does much more than just scaling up the call capacity or fix immediate issues. They are providing several services for both individual KLM travelers and KLM as a company. Their Sales & Services team, for example, helps everyone from holidaymakers to frequent flyers, offering tailored assistance around the clock. On top of that, their Customer Care team not only handles claims but also works proactively to improve processes, reducing potential hassles for passengers in the future.
They also assist within the BlueBiz loyalty programme. Cygnific helps companies with bookings, rebookings, and managing Blue Credits, offering dedicated business-hour support to make things easier. For larger trips, like events or groups with more than nine people, their B2G (Business to Groups) team provides personalized care, often turning first-time clients into loyal customers.
For travel agents, Cygnific’s Business to Trade (B2T) team is an essential partner. They assist IATA travel agents across Europe with booking queries, policy questions, and more, making complex interactions simple. And when it comes to refunds, their dedicated team processes requests quickly and accurately, accommodating different payment methods with ease. It’s just another example of how Cygnific combines expertise and efficiency to keep things running smoothly.
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In addition to offering these services, Cygnific also focuses on adapting their clients’ processes and strategies. Herbert highlighted how KLM has significantly developed its approach to customer engagement through the We Care for Our Customers programme. When training Cygnific representatives, a strong emphasis was placed on integrating this framework. The programme ensures that customers feel welcome, valued, and personally recognised.
“They don’t treat customers as numbers,” Herbert explained. “They go the extra mile to make each interaction memorable.”
This personalised approach is further strengthened by Cygnific’s support of KLM’s WOCAS (What Our Customers Are Saying) initiative. Through this programme, agents gather detailed feedback to identify and resolve customer pain points, such as issues with online check-in or communication gaps. Herbert highlighted this collaboration as an example of Cygnific’s commitment to a “lean methodology for customer service,” which focuses on eliminating unnecessary contacts by proactively improving upstream processes. This shows again that Cygnific’s goal isn’t just to scale up their operations but to help their clients make their businesses more efficient.
Wondering about our personalised approach is like? Discover the KLM customer service experience for yourself. Click on the chat to read.
Driving innovation
together
Even with all the current services and systems in place, innovation is still a cornerstone of the Cygnific-KLM partnership. One standout project that Herbert talked about involves implementing Robotic Process Automation (RPA) for administrative tasks, increasing efficiency and reducing errors. Cygnific has also been instrumental in developing a voicebot to streamline the initial stages of customer calls. This virtual assistant collects essential information, such as booking numbers, before transferring customers to human agents, ensuring smoother interactions.
“It’s not just about adopting new tools, but about using them effectively,” Herbert stressed. Cygnific’s thoughtful approach ensures that automation enhances, rather than detracts from, the customer experience. “We don’t want customers to feel frustrated or caught in a chatbot loop,” he said. “Cygnific helps us strike the right balance between efficiency and the personal touch our customers expect.” For both Cygnific and KLM, it’s crucial that implementing these innovations doesn’t diminish the customer experience; instead, they aim to simplify processes for both the customer and KLM.
As customer expectations evolve, KLM and Cygnific remain committed to staying ahead. Herbert summed it up best:
“We’re looking for a partner that thinks about the future with us.”
This forward-thinking approach is evident in their shared focus on leveraging AI and automation without compromising the personalisation that defines KLM’s brand. The results speak for themselves. Cygnific’s blend of operational excellence, customer-centric values, and innovative spirit has made them an invaluable partner for KLM.
