Maersk Line has speeded up booking procedures, enabling customers to complete their bookings within seconds compared to previous waiting times of up to two hours, according to Vincent Clerc, chief commercial officer, AP Moller - Maersk.
"We are now making it as easy for our customers to book a container as booking a flight ticket,” says Clerc.
“With the new solution, customers get visibility of sailing options with available vessel space, a list of depots with empty containers to choose from and a choice of relevant value adding services.”
According to Clerc, until now a lack of vessel space or equipment availability resulted in around 10% of bookings placed in Maersk's systems being either rejected or confirmed for an alternative sailing, often spurring customers to follow up with questions and requests for changes.” Such follow-up inquiries have accounted for 15% of all Maersk customer service calls and chats - and close to 200 000 emails every month.
Maersk is also introducing online booking via the Maersk App.
