Story
ServiceNow
Air France-KLMAir France-KLM Standardizes Employee Requests on ServiceNow
Air France-KLM, an industrials organization in France, uses Customer Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Customer Service Management is the governed place HR, facilities, and finance ops use for shared services |
Story
Air France-KLM is based in France and runs industrials operations at a scale where employee requests cannot live in side channels. HR, facilities, and finance ops were reconciling competing copies of the same work, which slowed shared services and hid who owned the next step.
The company runs shared services on ServiceNow, with Customer Service Management as the product HR, facilities, and finance ops actually open. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. For Air France-KLM, that means HR, facilities, and finance ops can open one workflow, see employee requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for employee requests.
