Fast case resolution: Hapag-Lloyd launches eighth quality pledge


“What is the status of my file? Inquiries and issues along the freight supply chain are a part of everyday life. Recognizing the urgency of resolving these cases quickly, Hapag-Lloyd guarantees its customers to take care of all cases promptly and satisfactorily. To bring this quality approach to life, the carrier has set itself the goal of resolving 80% of incoming cases within eight working hours and 95% within 24 working hours. This ambitious goal is at the heart of Hapag-Lloyd’s eighth quality promise “Rapid Case Resolution”.

“With our quality promises, we are continuously improving our operational transport services throughout the customer journey. Part of our idea of ​​high-end customer service includes optimized communication with our customers and rapid resolution of their cases. aim is to provide a service our customers can count on, ”said Juan Carlos Duk, general manager of global business development at Hapag-Lloyd.

The carrier will considerably speed up the processing time between receiving a customer request and providing a solution dedicated to their cases, whether it is changes to reservations, requests for space, value-added services. , container tracing or any other problem or request. Supported by a newly implemented case management system, internal processes are optimized. The carrier has implemented advanced digital solutions and brought together industry-specific knowledge within the now vertically structured customer service team.

Hapag-Lloyd is fully transparent about its “fast case resolution” performance through its customer dashboard, both globally and at individual customer level. Here, customers can track relevant data about the case resolution process from all partners involved.

Launching its eighth “Fast Case Resolution” quality promise as part of its 2023 Strategy, Hapag-Lloyd intends to strengthen its relationship with its customers, underline its commitment to a better quality of service and pursue the main objective of being their operator. of first choice according to its objective of becoming “Number One for Quality”.

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About Hapag-Lloyd
With a fleet of 250 modern container ships and a total transport capacity of 1.8 million TEUs, Hapag-Lloyd is one of the world’s leading liner shipping companies. The company has approximately 13,400 employees and 394 offices in 130 countries. Hapag-Lloyd has a container capacity of approximately 2.8 million TEUs, including one of the largest and most modern reefer container fleets. A total of 121 liner services around the world provide fast and reliable connections between more than 600 ports on all continents. Hapag-Lloyd is a leading operator on transatlantic, Middle East, Latin America and intra-America trade.

This press release contains forward-looking statements that involve a number of risks and uncertainties. These statements are based on a number of assumptions, estimates, projections or plans which are inherently subject to significant risks, uncertainties and contingencies. Actual results may differ materially from those anticipated in the Company’s forward-looking statements.


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