occasion of the 18th TPM Annual Conference currently taking place in Long
Beach, California, the CMA CGM Group has unveiled its customer centricity
strategy to create the customer experience of tomorrow.
A year ago
Rodolphe Saadé, chairman and CEO of the CMA CGM Group, defined ‘Customer Centricity’
as one of the Group’s core strategies. Since then, the Group has reevaluated
the way it works with its customers, to have a clear understanding of their
expectations, in order to deliver a consistent and a rewarding customer
experience throughout their business journey.
shipping company’s strategy will place more timely and relevant information in
customers’ hands. It will also make better use of the information to anticipate
customers’ needs. CMA CGM’s investments in analytics and business intelligence
are focused on creating multichannel customer service capabilities.
coming months, innovative and revolutionary new products will be offered to the
Group’s customers. Among these new offerings are- a new finance solution to
help its customers expand their business abroad; a digital agency allowing 100
percent digital interactions between CMA CGM and its customers with advanced
online customer service; customer service online (US and FR), chat application,
online dispute and claims, document self-service, new reporting dashboard and
simplified and more user-friendly interfaces, including a simplified dashboard,
one-step booking, and mobile follow-up; online payment will be developed
worldwide; a personalised assistant to help customers reach new markets; new
logistics solutions, such as advanced hubs to accelerate customers’ supply
chain as well as enhanced inventory visibility and accuracy.
containers will be a standard offering for CMA CGM customers. Developed in
partnership with and powered by TRAXENS, smart containers are advanced system
providing complete, reliable and on-time data for customers. They will allow
for near real-time information, even during inland transport: geographic
position, external and internal temperature variations, humidity variations,
shocks and door openings, personalized alerts, visibility to react to
aberrations in supply chains, geo-fencing notification of in/out movement of
defined sites, and container unloading notification to organise inland transport
right on time.
containers are fully integrated in the processes of CMA CGM to deliver
immediate benefits to its customers. With more than 15.6 million containers
transported by CMA CGM in 2016, the introduction of smart containers into the
Group’s fleet means that large amounts of information will be collected and
analysed to improve the service provided to its customers.