commercial excellence

We bring experience from top-5 liner- and terminal operators and can recommend the best structure to deliver the desired outcomes.

Our Case Studies

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COMMERCIAL EXCELLENCE

Situation

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.

Approach

Our solution was to develop a comprehensive online platform for the company featuring online booking and documentation, customer self-service functionalities, spot product offerings, and additional logistical services. We restructured the internal processes to support this digital transition and integrated the necessary data into their IT systems.

Result

The implementation of the online platform led to noticeable top-line growth for core products and additional services. The digital customer experience saw a significant upgrade, facilitating superior marketing and Customer Relationship Management (CRM) with enriched data insights. Overall productivity improved substantially, marking a successful transition to an efficient online operation.

COMMERCIAL EXCELLENCE

Situation

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.

Approach

We partnered with the customer service managers to reimagine and design a future state for their customer service operations. The transformation centered around the existing organization but was handled as a separate project to maintain focus. Our strategy included adopting an omnichannel approach, intensifying performance management, and transforming reactive customer interactions into proactive engagements.

Result

The new service model dramatically reduced response times and elevated the quality of customer interactions. The frequency of transactions per shipment reduced, boosting overall productivity. Net Promoter Score (NPS) improved significantly, showcasing enhanced customer satisfaction. This shift also impacted the financial results, adding to both the top and bottom lines.

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