Transitioning a Liner Shipping Company to Online Operations

This liner shipping company operated offline, and customer bookings and service were managed through emails and phone calls. This traditional mode of operations obstructed the company’s ability to offer additional value-added services and was labour-intensive with manual internal work.​

Proactive Service for Customer Satisfaction in Medium-Sized Liner Company

A regional medium-sized liner company relied heavily on traditional, transactional customer service methods including emails and phone interactions. This approach led to reactive responses and low productivity, with a large proportion of time spent on repetitive tasks and long response times. The customer service practices were not contributing towards growth and required a strategic transformation towards a proactive, customer-centric approach.​