Increase customer satisfaction, reduce service cost with Customer Service Portals

Supply chain is becoming global. Ports & Terminals are the main gateways from which this supply chain moves. Any delay in containers, causes big disruption in customer’s supply chain.

To plan in advance and avoid any disruptions in supply chain, customer expects to get container status 24×7 and from anywhere in the world. With advent of mobility and internet, they expect it to be available on mobile or tab.

Thousands of containers move in and out of terminals every day. With increased competition, terminals are interested in achieving customer loyalty through high customer satisfaction.

Traditional and manual customer support process costs lot of money.  Also it is error prone.  With customer expectations of 24×7 support and sometimes in multiple, languages, terminals have to either spend lot of money or risk of losing unsatisfied customer.

Interestingly, most of the information is available in Terminal Operating System in real time. But without limited access to this information, it remains in information island.

The best solution to increase customer satisfaction, reduce cost is to develop a Customer Self-service Portal.  Such a portal accesses customer required information in real time from TOS and other systems like Billing etc. Such portals are secure, have multi-lingual abilities and available 24×7. Also can be accessed from anywhere from world and from any device.  It can send SMS or emails to customer either on request from customer or pro-actively.

Below is the broad architecture of the customer self-service portal

integration

 

 

 

 

 

 

 

 

 

 

 

 

Such a system can be enhanced further to show details like,

  • Special Service request Management
  • Container hold/released related information
  • Showing billing information
  • Payment processing
  • Internal Management reporting

customr -tablet

Such Customer Self-Service portals greatly reduce support costs.  At the same time it increases customer satisfaction and loyalty

Port Community:  What’s In It for them ?

Shipping business has many critical and external components such as shipping companies, customs, CFS (Container Freight Stations) and more.All actions of these organizations need to happen in synchronized fashion for smooth supply chain flow.  This can happen only if right information is available at right time.

Customer service portal is a foundation to seamlessly connect with whole port community. Portal can be integrated with shipping lines systems to provide greater visibility of cargo to customer. Information like import availability, container booking and delivery information can be shared through portal.

It can be integrated with Customs, CFS and Trucking companies so that real time information, billing information can flow seamlessly.Also payments can be processed through this systems with direct update to accounts receivables in financial systems.

Why Envecon ?

Developing such a system needs intimate understanding of Ports and Terminal business.  Besides it also need deep functional understanding of TOS and it’s data structures. Envecon has extensive and end-to-end experience with ports and terminals in 32 countries.  This makes

Envecon expert and most capable IT service provider in Ports & Terminal space. Customer Service Portals also requires data to be pulled in real time.  Since the application is web-based, security, performance and customer experience becomes more critical. Envecon has proven technical abilities in this space.

Explore Envecon’s SAP Service Portfolio

 

Oneview for Safety Excellence

For most terminals, safety is prime and major focus goes in ensuring safety of people and resources associated with ports and terminals. Not having an adequate safety increases the risk of incidents and can even jeopardize the business functioning itself.

Our Safety Excellence is tool to measure all the safety events, incidents and keep the organization through OneView and assist in creating controls that makes prevention possible.

How terminals could measure and improve safety performance?

OneView will give you the tool to make your decisions faster by giving a real-time visualization of safety performance on a single screen.

Safety

Gives all information on a single click

  • Accidents measured with severity
  • Different category types (Injury, Security, Spill, Equipment etc.)
  • Various causes for accidents
  • Site wise severity analysis

And many more to strengthen your safety process

Oneview can provide the visibility and insight needed to improve safety performance. Thus, enabling the safety officer to analyze accidents and make recommendations.

The resulting safety enhancements would reduce injuries and damage costs over the life of the equipment and improve reputation of the terminals.

Click here to get into OneView world and explore our Interactive Dashboard too

OneView for Terminal Asset Performance Management

How to get high visibility of your critical assets in real time and improve performance by continuously monitoring success and setting targets for the team and it is ready to use.

Terminal Asset Performance Dashboard gives us an overview on the overall performance of critical assets in the terminal to keep it running. It gives general availability of the equipment in real-time and on a periodic basis i.e. daily, weekly, monthly, quarterly or year to year overview.

You can assess the number of breakdowns, stoppages, meantime to repair etc on each type of equipment’s used in the terminal.

The business owners will get high visibility on the past and current asset performance to make effective decisions on capital assets and at the same time assist in optimizing TCO (total cost of ownership) on capital assets is critical to manage a profitable business.

Enable the port to maximize the performance of physical assets over their entire life-cycle, ensuring asset availability and reliability while reducing operational costs and risk.

OneView will give you the tool to make your decisions faster by giving a real-time visualization of asset performance on a dashboard. A real time visibility and historical comparison of data will be helpful for equipment allocation planning and accurate maintenance forecasting functionality.

Terminal asset performance

The dashboard provides an overall vista of equipment utilization and its performance. It offers real-time visibility of data and is especially useful in equipment allocation planning and forecasting the functionality of terminal operations.

Click here to get into OneView world and explore our Interactive Dashboard too

Why SAP for Asset Intensive Industries

Assets lock up huge capital in asset intensive industries like Ports & Terminals, Logistics, Mining, Power, Telecom etc.  Assets include cranes, trucks, furnaces, transformers, communication towers, cables and more.

Unplanned and reactive maintenance caused by break-downs increases costs, employee stress and hurt organization’s reputation in customer’s mind.

Any cost saved in capital assets, due to use of better utilization of existing assets directly increases profit. So is any cost saved in maintaining assets.

Multiple assets work in synchronized fashion to generate throughput. Unplanned downtime in any one asset affects total throughput. Planning asset performance,  MRO# Inventory and human skills is a complex process.

Any asset intensive industry deserves capable asset management software, well mapped business processes and a well trained team.

Why one Single IT Platform for The Organization ?

As depicted in below diagram, all asset management processes have impact in other key areas like Finance, Materials, Procurement, Payroll etc.

Asset management sap

Why Not a Standalone Asset Management System ?

Standalone Asset Management Systems fail miserably because of :-

  • Huge integration requirement with other systems
  • Master data harmonization and synchronization efforts
  • More diverse skills requirement due to multiple technologies
  • Additional upgrade efforts due to multiple applications
  • Sub-optimal license uses
  • More hardware requirement
  • Higher IT maintenance cost
  • Higher training costs

It is expensive, risky and frustrating to have bunch of systems, try to integrate those to weave a one single solution.

Why SAP ?

From leading Fortune 500 organizations to small organization with vision trust SAP for their business areas. SAP is the de-facto leader in Enterprise Applications areas for last 40 years. With rapid addition of functionality and technology, excellent ecosystem including fabulous support,  SAP is increasing this lead.

Besides strong EAM functionality, SAP brings in-depth functionality and exciting roadmap for every aspect of organization. This includes, Finance, Costing, Materials Management, Procurement, HR, Payroll, Analytic, Service & Support and more.

By choosing SAP, organization avoids unconnected and unaligned set of applications. SAP offers screen simplification and personalization for easy acceptance by users. SAP can be implemented in phases as per organization priorities.

In summary, SAP provides One Single Solid Platform for Whole Organization!

Why SAP for Enterprise Asset Management ?

Below diagram shows End to End coverage of business processes for SAP Enterprise Asset Management (EAM)

SAP asset management

Following are some of the strengths of SAP EAM,

  • One organization, One Platform !
  • Simply unmatched depth in EAM functionality
  • Avoids information islands
  • Minimal integration risks and costs
  • Economies of scale (Licenses, Services)
  • Economies of skills (Skills, Trainings, Employee Portability)
  • Solid platform for Master Data Management Initiatives
  • World’s leading mobile field service functionality with Syclo Works Manager
  • Ready integration with world class SAP Analytic for real time visibility

SAP EAM contains the key Maintenance Planning and Scheduling functionalities to support successful asset or equipment maintenance.

Why Envecon ?

Selecting powerful application is just half the job. Success needs service partner, who understands pain areas, processes and best practices in asset intensive industries.  Also service partner should have intimate functional and technical knowledge of SAP.

Envecon, with it’s immense global domain experience, End-to-End SAP capabilities and solid Project and Change Management experience is very well placed to deliver full benefits to your organization.

Envecon has ready SAP EAM Template as an accelerator. Template also  includes Analytics and Mobile workforce management functionality. This enables quick implementation, predictable duration and optimized cost.

Envecon’s ready SAP template for Asset Intensive industries helps organizations for faster ROI and predictable outcomes.

Summary :

Building makeshift enterprise solution using multiple unconnected and disparate applications is extremely risky and costly for organization. Organization need one solid platform which offer end to end Best-in-Class functionality.  SAP is a natural and only choice in this regards.

Implementing SAP needs experienced hands. With its global experience, intimate domain knowledge, SAP expertise, Envecon is well suited for successful delivery and adaptation of SAP based solution.

Envecon has SAP Global Template for asset heavy industries. Global Template makes sure that a proven solution is quickly adjusted to specific business requirement. It reduces project duration and costs.  It makes things predictable and smooth.