At Maersk Line, our top priority is to provide you, our customers, with services you can count on to satisfy your own customers and grow your business.
But delivering great customer service is a bit like navigating through shifting currents and changing conditions at sea – to make sure you arrive at your destination, you have to be able to recognise it when you’re heading in the wrong direction.
Not quite on course We are sorry to have to admit it, but a year and a half ago, our customers had to contend with some serious customer service issues at Maersk Line. You had to wait too long to receive quotes – and the invoices we sent you contained too many errors.
Now, we are pleased to announce that we’ve dedicated the past several quarters to improving the service we provide. We have revised our policies and set new targets for compliance in three major areas: processes, the sales experience, and schedule reliability.
A major push In the area of processing and documentation, we now aim to send you your first “Verify Copy” within 24 hours of when you submit your shipping instructions via Maerskline.com (48 hours when you submit by fax). We’re striving to process Verify Copy corrections within 4 hours, and we’re improving the quality of our invoices.
As for our sales service, we’ve put a dedicated account manager on every regular Maersk Line customer, empowered our front-ling sales staff to deal with your requests then and there and contact you with special offers and opportunities, improved our quote process, and generally worked to improve sales rep availability.
We’ve also worked hard to improve schedule reliability – sparing you costly exception handling, reverse logistics and stock and inventory carrying costs, while helping you to improve your own product availability.
Measurable results We’ve made significant progress in all these areas – achieving near-100% compliance with all our process targets and increasing our overall turnaround time for orders by 80%.
We have achieved the #1 ranking on Drewry’s schedule reliability list for 5 consecutive quarters – moving from #11 to #1 in just 3 quarters and boosting reliability ratings from 55% to 79% in less than 2 years.
Markets, customer needs and business conditions are always changing, and the only real certainty is that adjustments will always be required to stay on course. We believe we’ve made great strides in improving the service we provide for you, and we hope you have noticed a positive difference.
