Hapag-Lloyd marine carrier implements SITA's Contact Center platform

2021: SITA Contact Center Implementation

March 23, 2021 it became known that the international transport company Hapag-Lloyd plans to become a leader in customer service in the freight and maritime transport sector over the next five years thanks to the use of the platform - SITA Contact Center - in the ITprovider field of air. transport

The Hapag-Lloyd strategic program is aimed at improving the quality of customer service and, as a result, increasing sales. The key to achieving this goal was integration SITA the Advanced Contact Center Service in the customer relationship management system cargo transportation and the company's information system. With special SITA routing, customer calls will be before are identified they reach one of the more than 2,000 local managers around the world.

Hapag-Lloyd is also improving communication between the company's employees in the face of the COVID-19 pandemic and forced remote work. The introduction of a video terminal integrated with Microsoft Teams in more than 100 Hapag-Lloyd offices around the world will help solve this problem. Employees will be able to be in touch both at home and in the office. This will allow you to establish teamwork even in remote mode and improve the client experience.

Thanks to the SITA Omnichannel Services platform and the creation of regional virtual secure networks, employees in the USA, Germany and Singapore can work from home during the COVID-19 pandemic without any risks to security or performance.

{{quote 'author = said Sergio Colella, President of SITA in Europe'We noticed that the needs of the business in the passenger and freight transport industry intersect, and provided a platform for interaction with customers who have already proven their effectiveness in the air transport industry, one of the world's largest maritime carriers. We are proud that SITA technologies have improved the quality of Hapag-Lloyd's customer service and ensured the long-term sustainability of the company, increasing its value in many ways, }}

With tools such as the SITA network platform, we can better understand customer requirements when contacting support and process their requests better, increasing service satisfaction. Transparency and high quality of services are our priority, noted Martin Gnass, Managing Director of Information Technology at Hapag-Lloyd