To provide a quick example of the service excellence the Group aims to achieve, Mathieu Friedberg sometimes refers to the air industry. “No matter where you are in the world, you can book a flight in just a few minutes. There is nothing like this in the shipping business! There is much progress to be made in terms of offering simpler and faster quality service so that our offering is clear and accessible, whatever our country of operation”, underlines Mathieu Friedberg. This requires that several improvement measures to be implemented, some of which have been deployed since May 2017.

For greater proximity, the Group has also organised its sales according to customers’ business sectors. This enables us to become more familiar with the various industries and to better understand the expectations specific to each sector. Sector market studies were also conducted. In India, sales representatives are now equipped with information-packed tablets to make communicating with customers more enjoyable as well as more effective. This test should soon be introduced across the entire CMA CGM network. Furthermore, the Group is reviewing its service offering for its key accounts in order to provide these customers a level of service adapted to their needs.

A number of initiatives ALREADY LAUNCHED

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