Maersk recognised by GT Nexus Shipper Council for excellence in customer service
The GT Nexus Shipper Council, a community group of supply chain executives representing multiple large...
The GT Nexus Shipper Council, a community group of supply chain executives representing multiple large global enterprises, has recognised Maersk as the winner of the 2015 Ocean Performance Award. The award was given at Bridges 2015, the leading cloud supply chain industry event held in Hollywood, Florida.
Mike Ellerby, International Transportation Systems Manager at Sears, and Chairperson of the Shipper Council, said: “The Shipper Council brings together the world’s leading freight providers and creates a healthy competitive environment that raises the performance of the entire industry.
“Ocean carriers drive to be leaders and capture the award each year to demonstrate their commitment to customer service and data quality. Data benchmarks, shared by the community to foster on-going improvement for the industry, indicates that Maersk excelled these past 12 months and has taken a leadership role.”
Data available through the GT Nexus platform provides calculated metrics related to data quality, responsiveness, onboarding times and customer service.
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Maersk sustainable shipping initiative wins Guardian sustainable business awardCarsten Frank Olsen, Senior Director and Global Head of Ecommerce at Maersk, said: “The ocean carrier industry is complex and faced with numerous headwinds and challenges ranging from trade fluctuation to currency shifts to oil price volatility, and there’s a transformation underway to counter these risks through optimised performance.
“The competitive nature of the Shipper Council community is driving change in the industry and we continue to push each other to achieve operational excellence. Maersk is committed to raising its level of performance to better service customers and we’re very pleased to be recognised by our colleagues.”
Shipper Council members all share GT Nexus as a common cloud technology platform to run their global supply chains, unlike traditional software company user groups. This allows the Shipper Council to measure and benchmark against the collective industry performance. Improvements by any single member benefit the entire community. The work of the group has moved the industry average data quality score to above 95 percent across the top 20 ocean carriers representing over 90 percent of global capacity.
Maersk Line is the world’s largest container shipping company. It operates 374 offices in 116 countries, employing 7,100 seafarers and 25,500 land-based employees to operate 608 container vessels. Maersk Line is part of the Maersk Group, headquartered in Copenhagen, Denmark.
The GT Nexus Shipper council is a group of executives from large importers and exporters who came together because they all share GT Nexus as their global supply chain technology platform. The group is focused on driving improved partner relations, data quality and business processes. The Shipper Council participants come from a collection of companies that have over $1.7 trillion in revenues, and moves several million TEUs of ocean freight annually. For information on the Shipper Council, visit http://www.gtnexus.com/global-supply-chain/our-customers/shipper-council/.
Pandora and IBM digitise jewellery supply chain
Pandora has overhauled its global supply chain in partnership with IBM amid an ecommerce sales boom for its hand-finished jewellery.
The company found international success offering customisable charm bracelets and other personalised jewellery though its chain of bricks and mortar retail destinations. But in 2020, as the COVID-19 outbreak forced physical stores to close, Pandora strengthened its omnichannel operations and doubled online sales.
A focus on customer experience included deploying IBM’s Sterling Order Management, increasing supply chain resiliency and safeguarding against disruption across the global value chain.
Pandora leverages IBM Sterling Order Management as the backbone it its omnichannel fulfilment, with Salesforce Commerce Cloud powering its ecommerce. Greater automation across its channels has boosted the jeweller’s sustainability credentials, IBM said, streamlining processes for more efficient delivery. It has also given in-store staff and virtual customer service representatives superior end-to-end visibility to better meet consumer needs.
Jim Cruickshank, VP of Digital Development & Retail Technology, Pandora, said the digital transformation journey has brought “digital and store technology closer together and closer to the customer”, highlighting how important the customer journey remains, even during unprecedented disruption.
"Our mission is about creating a personal experience and we've instituted massive platform changes with IBM Sterling and Salesforce to enable new digital-first capabilities that are much more individualised, localised and connected across channels and markets,” he added.
Pandora’s pivot to digital
The pandemic forced the doors closed at most of Pandora’s 2,700 retail locations. To remain competitive, it pivoted to online retail. Virtual queuing for stores and virtual product trials via augmented reality (AR) technology went someway to emulating the in-store experience and retail theatre that is the brand’s hallmark. Meanwhile digital investments in supply chain efficiency was central to delivering on consumer demand.
“Consumer behaviour has significantly shifted and will continue to evolve with businesses needing to quickly adapt to new preferences and needs,” said Kareem Yusuf, General Manager, AI Applications and Blockchain, IBM. “To address this shift, leading retailers like Pandora rely on innovation to increase their business agility by enabling and scaling sustainable supply chain operations using AI and cloud.”
Yusuf said Pandora’s success was indicative of how to remain competitive by “finding new ways to create differentiated customer experiences that protect their enterprises from disruptions to help mitigate risk and accelerate growth”.