Hapag-Lloyd Selects SITA's Customer Service Platform for Latest Customer Service Strategy

Ocean cargo carrier Hapag-Lloyd has announced that it will be utilizing SITA’s contact center platform to help realize the company’s goal of becoming the leading provider of customer service in the entire shipping sector.

Hapag-Lloyd has recently been working on a strategic program to improve customer and service management using the advanced contact center solutions that distinguishes itself from competition. Using SITA’s Contact Center Advanced Solutions, Hapag-LLoyd’s call agents will have access to new communications methods and live data resources to help speed up and simplify customer requests.

“With the right tools, our customer service teams are better able to understand the customer’s requirements when they call and can now respond with the right support from within the organization.”

said Martin Gnass, Managing-Director IT at Hapag-Lloyd AG “SITA’s network platform has enabled that experience and is already paying off with improved customer satisfaction.”

Along with SITA’s contact center solutions, Hapag-Lloyd agents will also have access to the SITA Omnichannel Services and Microsoft (News - Alert) Teams platforms to improve collaborative efforts during the pandemic. The new resources will help employees make better decisions together, and will give customers more availability to agents that can work from home.

“At SITA we see business needs converging across the travel and transportation industry,”  said Sergio Colella, SITA President for Europe. “We are proud to have delivered an effective customer platform, in a timely and cost-efficient way, to a leading player in the maritime sector, improving customer experience while ensuring longer-term sustainability. We are pleased that we can prove real value to Hapag-Lloyd in so many ways.”

Edited by Maurice Nagle