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OPTIMISING PERFORMANCE Part of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company Customer Services Incentra Council Meeting Workshop - 28. August 2012
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OPTIMISING PERFORMANCEPart of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company
Customer Services
Incentra Council Meeting Workshop - 28. August 2012
OPTIMISING PERFORMANCE
North America330 employees 30 offices270 ports
Europe1500 employees 90 offices1000 ports
South America130 employees 10 offices130 ports
Africa300 employees 20 offices140 ports
Oceania140 employees 25 offices130 ports
Asia1000 employees 80 offices450 ports
Middle East1000 employees 60 offices100 ports
The world’s largest maritime product and service network
14 Customer Services Centeres
Wilhelmsen Ships Service is able to service our customers in 2,400 ports in 125 countries
OPTIMISING PERFORMANCE
World class maritime solutions, synchronised to provide service around the clock and around the globe
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
MARITIME LOGISTICS> Project Logistics
SHIPS AGENCY> Ships Agency Re-Defined> Hub> Spot
OPTIMISING PERFORMANCE
What we offer in numbers
Delivering products and services to 24,000 ships world- wide
Thousands of ships have their life rafts exchanged
More than 500,000 gas cylinders in circulation
Import and export of 900,000 TEUs
More than 54,000 ports calls handled per year
Marine product delivery every 2nd minute
63 Million litres of chemicals
900,000 transactions
OPTIMISING PERFORMANCE
Key elements of our strategy
Innovative product and service development Geographical development to meet changing demand Organisational and competence development Continuous improvement of systems and processes
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.
OPTIMISING PERFORMANCE
Vision and values
Customer centredUnderstand customers’ needs so we can
consistently deliver optimal solutions for mutual value
EmpowermentInvolve, participate and contribute
Teaming andCollaborationShare our thoughts, emotions and resources in open and constructive ways
Learning andInnovationCreatively develop and use capabilities to improve the way we work and produce value
StewardshipUse resources with integrity and effectiveness
Shaping the maritime industry
OPTIMISING PERFORMANCE
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.
OPTIMISING PERFORMANCE
• 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.
In partnership with our customers
OPTIMISING PERFORMANCE
Customer Services
Customer Services
Customer Support Team Technical Services Team Ships Agency Team Credit Team
Product Specialists- Chemicals
- Marine Products
- Safety
- Agency
Sales Support
OPTIMISING PERFORMANCE
Customer Coordinator
- Key point of contact for our customers – total WSS offer
- Quote & Order handling
- Customer Support
- Customer relationship building and understanding
Specialist Support/
Contract Management
- Key competence on the WSS offer
- Follow up and support for customers on contracts
- Support and assist Customer Services, Sales and customers on specific area of competence
- Training the above on specific area of competence
Technical Contract Management
- Quote & Order handling
- Customer Support and advice
- Customer Relationship building and understanding
Credit Control
- Credit and collection management
-Invoicing
-Close cooperation with Sales
- Customer support and customer follow up in close cooperation with Sales and Sales Support
Sales Support
- Customer analysis
- Contracts/tenders support
- Management of Customer/Contract data
- General sales support
- Align the work between Sales and Customer Services
Customer ServicesFunctions and key responsibilities
OPTIMISING PERFORMANCE
Customer Services WSS
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
Rules to live by
OPTIMISING PERFORMANCEPart of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company
Efficiency
OPTIMISING PERFORMANCE
No. of issues
Right product / version
Right price / quality
Confirm timely delivery
Right time / place
Storage overview
Buyer Supplier
How do you currently purchase?
OPTIMISING PERFORMANCE
One point of contact
Marine Link
Efficient purchasing Access to all suppliers
…through one point of contact accessing suppliers around the world?
What if you could make your purchasing more effective?
OPTIMISING PERFORMANCE
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
OPTIMISING PERFORMANCE
Together we can create solutions for more effective purchasing
One point of contact Access to suppliers
E-commerce
Efficient purchasing
Integrated to your purchase system
Less punching of data
Less paper printing
Increase data quality
Handle bigger volume
KPI reports
Integrated to our sales order system
Increase service level
Prepare for other “e-” services
OPTIMISING PERFORMANCE
Few requirements and easy installation
Purchasing system
Internet connection
Installation and alignment of system information
Requirements
Easy installation
No cost for WSS purchases
A win / win solution
OPTIMISING PERFORMANCE
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
OPTIMISING PERFORMANCE
MarineLink
from Evry
4000 other suppliers
Other portals like -SISCom, -SeaSupplier, -ShipServe
Customer’s
Purchase System
Wilhelmsen Ships Service’s Customer Service
Customer’s
Purchase System
Customer Integration
Or
OPTIMISING PERFORMANCE
E-invoice
Paper invoice
IFS
CBSLink
PDF invoice
XML invoice
Customer Services
Electronic approval system linked to accounting and purchase
Manual handling
Delivery note
Cylinder Statement
Delivery note
Cylinder Statement
Delivery note
Cylinder Statement
OPTIMISING PERFORMANCE
Finger on the pulse
> 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
During this presentation, we have…
OPTIMISING PERFORMANCEPart of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company
Thank you for your attention.
