Maersk Line has been nominated for ‘Company of the Year’ at the prestigious Lloyd’s List 2015 awards. Maersk Line’s continued focus on innovation and strong performance in the face of the industry challenges has been well recognized. The nomination also stands testimony to the company’s efforts in delivering the basics: as well as having some of the most reliable services available, its commitment to delivering an excellent customer experience continued in the evolution of its Customer Charter and MyMaerskLine.
Maersk Line delivered a US $2.3 billion profit for 2014, 55% up on 2013’s result. This was achieved despite rates decreasing by 1.6%, and was delivered through stronger than expected volumes and lower unit costs (driven through network optimisation and reducing operating costs). The company’s strategy remains to grow with the market.
Maersk Line’s CEO Soren Skou summarised the company’s position and focus in the 2014 results statement: “Our financials are strong and our strategy is working. But we cannot rest on our laurels. We do business in a highly competitive industry with over-capacity. We must remain focused and continue to defend our market position with cost leadership and improved products for our customers.”
This result was supported by a number of innovations. In July 2014 Maersk Line announced 2M with MSC, reacting quickly to the cancellation of P3. The East-West network, Maersk Line’s offer incorporating 2M, is designed to be reliable, responsible, direct and comprehensive. At a time when the East-West trades are losing money, the likes of 2M allow carriers to deliver a quality, sustainable service, in turn allowing customers to take a longer view of their supply chains.
In technology MyMaerskLine sets the benchmark for online booking platforms, with 80% of all on-line bookings confirmed within 20 minutes. This frees up the frontline customer service teams to offer a deeper, more personnel level of service to customers.
Underpinning Maersk Line’s performance and innovations is the Customer Charter, its commitment to a standard level of service. Based on what customers consider constitutes excellent customer service, the Charter aims to improve accuracy and turn time for customers. In 2014, the Charter was rolled out to individual customers to give them personalised data and allow them to have a clear picture of the service they were receiving from Maersk Line.
Ultimately all these innovations point to one thing – delivering a quality, sustainable service for Maersk Line’s customers.
The winners will be announced on October 1 with the ceremony being held at the National Maritime Museum in Greenwich.