Air France KLM European Sales and Service Centre See a 120% Increase in Engagement in their Employee App

Learn how Air France KLM ESSC Streamlines Communication Channels and Creates a Community Hub for Every Employee with their Employee App, ‘My Wem’


Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. The company’s London-based European Sales & Service Centre (ESSC) plays a crucial role in the success of Air France KLM; with now 200 of their employees working remotely, handling thousands of enquires each day from travellers around the world. 

The ESSC needed to streamline communication, reduce the use of email and create a community to keep colleagues connected, informed and engaged. The ‘My Wem’ app was launched to achieve this. 

The Challenge – Too Many Sources of Information from Different Channels 

Colleagues were overwhelmed with email and had difficulty finding relevant information they needed to carry out their roles. 

ESSC had successfully rolled out remote working for all colleagues and needed a way to future-proof communication, by providing a platform that would appeal to their ever-changing, dynamic workforce. 

They wanted to implement a strategy and platform that would inspire, inform and engage colleagues. To create and enhance the experience of EVERY employee, no matter their role or location. The My Wem app (named by the ESSC team internally) was implemented to streamline communication, create a one-stop shop for sharing information and to effectively decrease the use of email exchanges. 

“We needed a cost-effective platform to keep our people engaged and connected. We could see that remote working could potentially leave our colleagues disconnected, especially now with the current Covid conditions and we wanted to break down department silos. We also wanted to future-proof our communication channel and thought an app-based solution would be the best choice to reach and share important information with our colleagues at any time.”

Georgina Gray, Internal Communications Officer at Air France KLM ESSC

Finding the Best Solution

The organisation identified the need to streamline communications and learnt about the Thrive App from their colleagues at Air France KLM UK Head Office, who were also thinking of implementing an employee app. 

They needed a solution that was available on both desktop and mobile to ensure every employee had access to important information and updates. The organisation was looking for a community hub to share and store all information as well as providing an easier way to encourage and recognise their colleagues. 

Assistance Every Step of the Way

“We were looking for a company that would be able to assist with every step of the process from conception to delivery. Not only with advice on the technical side with training but also how to get the best out of the app through sharing ideas on what type of content has worked with other clients. A company that would also provide an aftersales service and that would be available at any time should issues arise. The Thrive team were on hand to provide initial training for our Content Editors and they also helped us with a launch video that helped us to promote the app internally.”

Georgina Gray, Internal Communications Officer at Air France KLM ESSC

Increased Employee Engagement and Productivity

Since its launch, the ESSC has seen 120% increase in its employees’ engagement in the app. They have also seen an increase in productivity, reducing time spent with a more streamlined approach to finding HR information, procedures and policies, as well as knowledge sharing. 

The organisation expected and achieved the following outcomes from introducing the ‘My Wem’ app; 

“Previously colleagues had to go through several steps to locate HR information that is now readily available for them on their app, which immediately saves us time for colleagues to dedicate and focus on their role. Successful communication should be two-way and not just top down. We have the possibility for each colleague to participate in communication and give feedback with the UGC (User Generated Content) feature as well as being able to like and comment on content. The ‘My Wem’ app has created a ‘virtual campfire’ for all of our employees. It has shaped our company culture. The app has aligned to our company values, it has simplified communication and increased the voice of the employee which is key to a successful communication strategy. Personally, I love the ‘Cheers to your Peers’ recognition functionality, it provides a quick and easy way for us to share success and thank colleagues for their efforts. The layout and simplicity of the app is also very appealing.”

Georgina Gray, Internal Communications Officer at Air France KLM ESSC

“It has been so satisfying to see colleagues’ opinions on and interactions with internal communications improve so much since the roll out of My Wem”.

James Revell, ESSC General Manager

If your organisation is similar to Air France KLM ESSC and you're looking for ways to connect and engage with your dispersed teams, talk with a member of our team today. 

Not ready to talk and want to learn more? Download our helpful eGuide - How to Connect with Deskless Teams below.  

Free eGuide: How to connect with deskless teams

Download eGuide

Ready to change how you communicate with your colleagues?

Schedule a demo Read our customer stories