Client Success

Client Centricity Case Study: Strengthening ‘Competence’

Background

A leading global ship management company with 600 ships under management and 24k seafarers wanting to strengthen is ‘competence’

Condition:

• Frequent escalations to senior management from ship owners.
• Some fleet owners terminated contracts
• Regulatory show stoppers On-shore teams (front line) are disengaged

Big 5 Actions:

• Process Definition and Digitization of EIR and VOC Management
• Employee Client Centricity Attitude Dipstick
• Core Process & Service Management Metrics Development     
• Structure implementation of Central Function for Client Centricity      
• Leadership workshop for digital transformation roadmap
  • Mentor digitization projects
  • Employee Customer Centricity Development Plan