“Instant”, “solutions”, “customized to my needs” are becoming the norm. Companies need partners to overcome barriers for them and it takes much more than a competitive price to earn the business of their customers.

The container shipping industry is no exception to this trend.

However, we as an industry have been slow at responding to these needs – something which becomes even clearer when we compare our service offering to what we all face as consumers today.

A few weeks ago we announced a new Transport & Logistics division within A.P. Møller-Maersk. This new setup will allow us to focus on enhancing synergies within transport and logistics – while of course ensuring that our companies continue to serve their individual customers with the same integrity as they do today.

Shippers today need solutions reaching further than just port to port transportation – and we strongly believe that we with this new way of working faster can introduce new product offerings, digitalised services and individualised solutions.

From November 2016 Maersk Line customers will be able to track and trace shipments, look up schedules and receive instant ETA notifications from their mobile phones. These are just a handful of the features in the ‘Global Shipment App’.

The app is essentially a new eCommerce channel and part one of a wider journey towards introducing a fully digitised customer solution. Its functions are built on a rich analysis of customer pain points, and bring Maersk Line’s digital offerings into line with many of our competitors, who have already made headway with this channel.

Ultimately we want the mobile and online experience with Maersk Line to be similar to the consumer experience you get when using Amazon or booking a flight with an airline. A simple, seamless and personalized process that can be done online at your own convenience. Our industry is facing difficult times – and while 2017 might not be a whole lot better than 2016, we all need to continue to keep pushing the digital frontier in order to provide a better customer experience.

Our customers should be able to pick the right channel for them – digital or voice – manage their business, place their bookings, amend them, follow up on cargo status, pay their bills and ensure that any issue arising is solved promptly on first contact.

Improving the customer experience and offering products and services that are more relevant than today’s contains a lot of untapped value for all parties.

Here’s a preview of the app for you to take a look at the mobility solution that will be available to you as Maersk Line customer:

To start with, the app is available in specific markets and soon will be rolled out to your region. You can download the app here:

Apple Store: https://lnkd.in/fAUtDxR

Google Play: https://lnkd.in/fCA_xj9

Source: Maersk
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2016-12-02

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