Hapag-Lloyd pledges to provide quality services to customers
GERMAN shipping line Hapag-Lloyd has set itself the ambitious target of becoming the top carrier for providing quality services
GERMAN shipping line Hapag-Lloyd has set itself the ambitious target of becoming the top carrier for providing quality services. To this end, it is now implementing the first of three of its ten quality pledges to customers, namely: fast booking response, timely and correct bill of lading, and accurate invoicing.
Seven additional quality promises will be launched gradually in the upcoming quarters until early 2021, the company said in a statement, as part of its Strategy 2023.
'Our quality promises will be the foundation of our partnership with our customers and pave the way for necessary quality improvements in our industry,' said chief executive officer Rolf Habben Jansen in a release.
'The promises are formulated in concrete terms, make our success measurable and create transparency. In this way, we are offering our customers direct added value.'
With regards to fast booking response, the ocean liner has set itself the goals to issue booking confirmations within one business hour in 85 per cent of cases and within eight business hours in 98 per cent of cases.
Timely and correct bill of lading: 'We have set ourselves the goals to sending our customers a draft bill of lading within four business hours in 80 per cent of cases and within eight business hours in 95 per cent of cases,' the company said.
'In addition, we aim to provide the final bill of lading after one business day of vessel departure in 95 per cent of cases. As a result, our customers can promptly receive a proof of shipment for forwarding to banks, insurance companies or customs authorities.'
As for accurate invoicing, it will provide its customers with 'an accurate invoice for the agreed amount in minimum 97 per cent of cases. In addition, losses in revenue due to incorrect charging of transport costs can be avoided.'
The shipping line also said that it will create additional transparency: 'With the new, internet-based quality promise dashboard, customers will be able to get an overview at any time of how Hapag-Lloyd is delivering on its quality promises.'
Online users will also be able to see exactly where 'Hapag-Lloyd stands in terms of delivering on its quality promises,' the company added in a press release.