LONG BEACH, Calif. — Maersk Line announced eight customer service targets that CEO Soren Skou said reflect customers’ needs for improvements in basic tasks ranging from accurate documentation to answering phone calls promptly.
Discussions with more than 1,000 customers showed they want better execution of fundamentals, not invention of “the iPad of shipping,” Skou told reporters after his keynote speech to the JOC’s 13th annual TPM Conference in Long Beach, Calif.
Skou told the TPM conference that Maersk has set company goals for 2013 to:
— Confirm all bookings within two hours, instead of the current average of two hours 58 minutes.
— Complete documentation with 95 percent accuracy within eight hours. The current average is 92 percent within 12 hours.
— Complete amendments to documentation within one hour. The current average is 96 percent within three hours.
— Deliver all pre-arrival notifications within 24 hours. Currently, 99.98 percent are delivered within five days.
— Achieve 92 percent accuracy on invoices. Skou said the current 88.2 percent mark “has been, for Maersk Line, the highest customer service issue for some time” and that as a CEO he’s distressed “to know that 12 percent of our invoices are not accurate.”
— Shorten average turnaround time for resolution of disputes to seven days from the current 9.6 days.
— Answer all phone calls within 30 seconds. Skou said Maersk is installing technology to measure this.
— Communicate service recovery plans to customers after weather or other disruptions to customers within 12 hours, instead of the current average of 54 hours.