Hapag-Lloyd Upgrades Customer Service with SITA’s Contact Center

Hapag-Lloyd has upgraded the technology behind its customer service operations with SITA’s Contact Center platform.

The company has also implemented video endpoints, integrated with Microsoft Teams, in more than 100 Hapag-Lloyd sites globally.

With many employees working from home due to COVID19, colleagues can now more easily communicate whether at home, on the move, or in the office. It is expected that this will support more collaborative decision-making, and in turn, a more responsive customer experience.

With the SITA Omnichannel Services platform, employees can also work from home without any risk related to safety or performance by providing regional VPN gateways in the USA, Germany and Singapore.

Martin Gnass, Managing-Director IT at Hapag-Lloyd AG said, “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. SITA’s network platform has enabled that experience and is already paying off with improved customer satisfaction ... As a company we continue to seek to enhance the transparency of our customer services and live up to our customer quality promises. Technology and digital innovations such as SITA’s contact center will help deliver this.”

The new communication platform also supports Hapag-Lloyd’s push for greener, digital solutions that reduce the need for additional hardware and reduces travel.

Sergio Colella, SITA President for Europe, said, “We have taken a solution already successfully implemented in the air transport industry and used it to deliver real value to one of the world's largest ocean carriers. At SITA we see business needs converging across the travel and transportation industry. 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.”

Hapag-Lloyd currently has 237 ships and around 13,100 employees in 395 offices in 129 countries.

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