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Customer Services

Customer Services . Incentra Council Meeting Workshop - 28. August 2012. The world’s largest maritime product and service network. Europe 1500 employees 90 offices 1000 ports. Middle East 1000 employees 60 offices 100 ports. North America 330 employees 30 offices 270 ports.

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Customer Services

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  1. Customer Services Incentra Council Meeting Workshop - 28. August 2012

  2. The world’s largest maritime product and service network Europe 1500 employees 90 offices 1000 ports Middle East 1000 employees 60 offices 100 ports North America 330 employees 30 offices 270 ports Asia 1000 employees 80 offices 450 ports Africa 300 employees 20 offices 140 ports Oceania 140 employees 25 offices 130 ports South America 130 employees 10 offices 130 ports 14 Customer Services Centeres Wilhelmsen Ships Service is able to service our customers in 2,400ports in 125 countries

  3. World class maritime solutions, synchronised to provide service around the clock and around the globe • MARITIME LOGISTICS • Project Logistics • MARINE PRODUCTS • Pumps • Paint spraying equipment • Air tools • Workshop equipment • Cleaning equipment • Gases, refrigerants, cylinders • Refrigeration equipment • Welding • MARINE CHEMICALS • Water treatment • Fuel treatment • Cleaning • Chemical service • SAFETY • Fire protection • Personal safety • Life saving • Medical • Environmental • Safety service • SHIPS AGENCY • Ships Agency Re-Defined • Hub • Spot

  4. What we offer in numbers More than54,000ports calls handled per year Marine product delivery every 2ndminute 63 Millionlitres of chemicals 900,000transactions Delivering products and services to 24,000ships world- wide Thousands of ships have their life rafts exchanged More than500,000gas cylinders in circulation Import and export of 900,000TEUs

  5. Key elements of our strategy We will, through highly recognised brands and an unparalleled global network, deliver products and services which significantly improve customers’ operational efficiency. By combining competence in terms of people, processes and innovation, we will shape the dynamics of the maritime service industry for the benefit of our customers. • Innovative product and service development • Geographical development to meet changing demand • Organisational and competence development • Continuous improvement of systems and processes

  6. Vision and values Shaping the maritime industry Customer centred Understand customers’ needs so we can consistently deliver optimal solutions for mutual value Empowerment Involve, participate and contribute Teaming and Collaboration Share our thoughts, emotions and resources in open and constructive ways Learning and Innovation Creatively develop and use capabilities to improve the way we work and produce value Stewardship Use resources with integrity and effectiveness

  7. Customer Services Strategy Customer Services will be recognised as a key success factor in creating sales opportunities, developing customer relations and contributing to efficient operations.

  8. In partnership with our customers • In order to offer comprehensive products, efficient services and solutions, we need to understand the customers’ needs. • We make this possible by creating an organisation that is based on collaboration and interaction with our customers.

  9. Customer Services

  10. Customer ServicesFunctions and key responsibilities

  11. Customer Services WSS Rules to live by Reliability: we care about our customers and they can rely on us to service them when needed in the appropriate manner Courtesy: we will handle our customers in a polite and friendly way always thinking about offering our customers good service and ensuring that they will come back to us for more Efficiency & Promptness: we recognise the importance of answering/assisting our customers when required, always with the objective of providing a solution to his enquiry there and then Empowerment: we have a clear understanding of our responsibility and what decisions we are authorised to make, providing us with the ability to respond confidently to our customers enquiries

  12. Efficiency

  13. How do you currently purchase? No. of issues Storage overview Right time / place Right price / quality Buyer Supplier Confirm timely delivery Right product / version

  14. What if you could make your purchasing more effective? Marine Link Efficient purchasing One point of contact Access to all suppliers …through one point of contact accessing suppliers around the world?

  15. Future solutions provided through trusted partners World’s largest maritime network Specialising in Regulatory Products and Services, Marine Products, Unitor & NALfleet Marine Chemicals, Maritime Logistics and Ships Agency 4600 employees serving over 2200 ports Solid financial growth Leading Nordic IT company Specialising in developing, delivering and operating integrated IT solutions 10.000 employees in 16 countries 2 billion USD annual turnover - profitable, also within e-commerce More than 200 customers of WSS is using the service today

  16. Integrated to your purchase system Less punching of data Less paper printing Together we can create solutions for more effective purchasing E-commerce Efficient purchasing One point of contact Access to suppliers • Increase data quality • Handle bigger volume • KPI reports • Integrated to our sales order system • Increase service level • Prepare for other “e-” services

  17. Few requirements and easy installation Requirements Purchasing system Internet connection • Easy installation • No cost for WSS purchases • A win / winsolution Installation and alignment of system information

  18. So, how will you continue your purchasing? • More purchasing orders handled in less time • Suppliers price and data automatically entered into your purchase system • Better data quality • Reduced supplier response time

  19. Customer Integration Customer’s Purchase System Customer’s Purchase System Or MarineLink from Evry Wilhelmsen Ships Service’s Customer Service Other portals like -SISCom, -SeaSupplier, -ShipServe 4000 other suppliers

  20. E-invoice Paper invoice Delivery note Cylinder Statement IFS Manual handling PDF invoice E-mail Delivery note Cylinder Statement Customer Services Electronic approval system linked to accounting and purchase CBSLink XML invoice Delivery note Cylinder Statement

  21. Finger on the pulse During this presentation, we have… • Made 30 deliveries to vessels • Had boarding officers on board 6 vessels • Carried out safety service on 2 vessels • Processed more than 135 transactions • Produced 15,000 litres of chemicals • Carried out 40 customer visits

  22. Thankyou for yourattention.

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