Our services, tools, platforms, and strategy are deeply rooted in providing the best customer experience possible. This is to make logistics easier so that people can concentrate on developing their business and not worry about logistics. Our mantra is bringing this to life using the best digital solutions available.
This must be true from the moment a customer decides to partner with us, and until their cargo reaches its end-destination. Our customers should feel at ease when thinking about logistics to move their products, in which they put so much work and passion, and it should be as easy as doing anything else on their favorite device.
Loading real change
“Where is my cargo? What is the next step? What are the outstanding activities? When do I need to complete XYZ actions? What is the depot address where I can pick up or return my containers?” These are some of the questions that our customers struggle with and here is where our website Maersk.com comes into the picture. We want these questions to be all answered beforehand, predict them, so that our customers won’t even need to ask - all is provided upfront.
For this reason, in the last three years our website has been on a long journey of constant improvements. We routinely asked our customers for their feedback and adjusted the end-to-end processes with the help of our platform teams, website user experience, user interface experts and technology teams.
Right now, almost 90% of our bookings are happening via the website, allowing customers to be completely in control, plan upfront and have all the visibility they need. Our customers are now able to access the whole management process easier, taking advantage of self-service, proactive information, notifications, a clear overview, quick access to all required documentation, etc. After making a booking, normally our customers need to get a bill of lading (BL) or a transport document, and for that, provide, for instance, information around the cargo, commodity details, VGM (Verified Gross Mass) etc. There are multiple rules or restrictions around this, which are managed by customs and regulatory bodies as different countries have different guidelines. Most of our customers are aware, but it is still possible to miss something, which can lead to a lot of back and forth with the containers not being loaded on time or stuck in transshipment ports. Now, many of these requirements are visible on our website.
Choose from the menu
Who needs a video tutorial to understand what to do? Today, our customers can know everything up front, as to what is mandatory and what they need to provide, in what fashion.
Everything should be intuitive and the web page itself should guide them. Using APIs and a modernized backend for our internal systems, we are ensuring customers can take advantage of an instant automated experience, e.g., instantly receive a draft bill of lading. Similarly, invoicing, which is key for our customers, has drastically improved online and on our Maersk App as well.
On top of that, customers can also choose to add more services, including additional inland delivery, or customs services, warehousing, and insurance, etc. – all of these enabling them to customize the services they look forward to from a partner, and manage their integrated logistics.
We have a lot of solutions coming up. We intend to alleviate our customers from the burden of logistics’ bureaucracy and do so in the quickest way. It used to take between four to six hours to receive a draft bill of lading, or a cargo release order, and usually it was managed manually by our internal teams. Now, these can be received instantly or within a few minutes, self-served, anytime, anywhere.
The intention is to bring ever more speed and expand the number of available features globally. Moving to an automated, proactive system creating a seamless experience for all. Now, of course, this is a journey that takes time and trials, but it is a digital transformation that we want to shape with the collaboration of all our internal teams, guided by the feedback of our customers.
Our goal? To bring logistics to a top-notch level while easing our customers’ lives. We are excited and ready!