Customer Service Optimization

Hapag Lloyd

Students: Rengin Alptekin, Ezgi Dicle Çaçan, Batuhan Çavuşoğlu

Industrial Advisors: Sena Musa Parıldar, Bengü Emil, Ensar Yiğit Şen, Cem Acar, Merve Simay Gümüş, Metehan Ceylan

Academic Advisor: Prof. Dr. Özgür Özpeynirci

Abstract

The problem definition is that there are customers who bring less shipment volume to Hapag-Lloyd, but constantly occupy Customer Service by repetitive questions. This group of customers mostly need help on the subjects already available on Hapag-Lloyd’s website and/or have been previously answered by the Customer Service Teams. To reduce the workload of Customer Service department, a set of suggestions were made to company team such as organizing seminars for the customers on online tools of Hapag-Lloyd, creating digital leaders, offering discounts to the customers who cooperate, providing language support for the Youtube videos, restricting the communication channels by setting an upper limit for calls and emails, automatizing the release of Telex, and adding a website page for customers to view the local charges & demurrage information by the booking number. However, those ideas were already considered by the Customer Service and they had ongoing projects on these recommendations. Therefore, we focused on the data analysis again and detected customers that open cases the most, and the subjects that are frequently brought up by them. We decided to contribute to the Quick Texts for the cases that are frequently opened and suggested 3 new texts for separate cases. After 2 of them were accepted and included to the system, we surveyed the employees for the feedback on how effective they were and reported the results.