Maersk is a worldwide built-in transport and logistics firm working in over 130 nations. Based in 1904, this Danish firm has over 100,000 staff worldwide, serving prospects throughout numerous industries. With a robust concentrate on innovation and digital transformation, Maersk goals to ship seamless end-to-end buyer help whereas optimizing operations. Maersk is a longtime Cisco buyer, and leverages Cisco’s full portfolio all through its enterprise, together with areas akin to delivery, port operations, provide chain administration, warehousing, and air freight. As a One Cisco associate, Webex helped Maersk ship prime priorities by bringing collectively the ability of our full portfolio into one resolution.
It was necessary for Maersk to cut back the complexity of its operations and streamline processes for effectivity and improved buyer expertise.
A necessity for a unified resolution
Earlier than making the change to Webex Contact Middle, Maersk had a particularly advanced on-premises cellphone system. It consisted of UCCE and UCCX options, all working along with a number of third-party plugins, which weren’t delivering the sorts of outcomes the enterprise required anymore. This on-premise cellphone system didn’t provide the extent of flexibility wanted for a worldwide model, and it was additionally costly to take care of.
Past value, the prevailing system lacked the capabilities required for a contemporary, agile customer support expertise. Supervisors had restricted visibility into name information and agent efficiency, which hindered efficient decision-making. For frontline brokers, manually logging causes for buyer calls resulted in inaccurate wrap-up information, leaving the group with restricted insights into buyer wants and developments. The fragmented system additionally slowed response occasions and impeded Maersk’s capability to scale or introduce digital-first enhancements like AI.
The staff—which consists of 15,000 configured and a pair of,750 concurrent brokers unfold over greater than 120 nations—was on the point of a particularly expensive improve of about $10 million, in order that they determined to maneuver to a cloud-based resolution. Steven Vickery is the Enterprise Voice and Contact Middle Service Proprietor at Maersk and one of many folks answerable for discovering one of the best subsequent step.
Transferring operations to the cloud
For the reason that staff was already conversant in Cisco and had confidence in its merchandise, they decided Webex Contact Middle was the precise resolution shifting ahead, which included Analyzer for superior reporting. Moreover, they knew it may ship what they had been searching for: a extremely dependable, extra agile, and cost-effective operational platform on which to run their contact facilities, serve the wants of their prospects, and supply the foundational compatibility that helps the Maersk imaginative and prescient.
“Cisco has at all times been a trusted associate of Maersk,” mentioned Steven. “It had options and functionalities that we wished, akin to clever routing, built-in CRM, unified person expertise, and complicated reporting instruments, and it simply met all of our necessities.”
The change to Webex represented greater than a expertise improve—it marked a shift to a extra versatile, scalable manner of delivering customer support. To make sure a easy transition, Maersk took a strategic strategy. The corporate decoupled the contact heart utility from the underlying cellphone system, a transfer that created the pliability for brokers to log in from any location or system, so long as they’d a reachable cellphone quantity. With Webex’s assist, Maersk carried out 21 options, deploying all on time and inside scope.
This reconfiguration not solely decreased the technical burden but in addition laid the groundwork for a extra agile, globally accessible buyer expertise infrastructure. And the staff didn’t should undergo this course of alone.
“The help from Cisco was exemplary,” mentioned Steven. “We additionally had an excellent managed service associate [Tata Communications Ltd] as effectively, and along with Cisco and our managed service associate, the migration was a hit.”
Vital value financial savings and operational enhancements
The shift to Webex Contact Middle has delivered measurable outcomes, particularly in relation to value effectivity. The choice to maneuver away from a expensive legacy infrastructure to a cloud-based system has allowed Maersk to reallocate assets and concentrate on extra strategic initiatives.
“Webex has massively saved us operational prices,” mentioned Steven. “Transitioning from an costly on-premises cellphone resolution, which wanted an improve of about $10 million, to an evergreen cloud resolution at a fraction of the legacy improve prices has saved us huge sums of cash.”
From a supervisory standpoint, Webex Contact Middle launched new ranges of visibility and management that didn’t exist beforehand. Previous to Webex, supervisors lacked quick entry to crucial information. That modified as soon as the brand new system was in place.
“Traditionally, [our supervisors] didn’t have the information at their fingertips,” mentioned Steven. “Now with Webex Contact Middle and Analyzer, we’ve got granular-level data that our supervisors can devour.”
The actual-time, actionable insights permit extra knowledgeable decision-making and assist groups optimize efficiency on the fly. With enhanced reporting instruments, staff leaders can monitor name volumes, consider agent productiveness, and higher align assets to shifting buyer wants.
Improved agent and buyer experiences
The advantages of Webex Contact Middle have prolonged far past value financial savings and supervisor visibility. Some of the crucial enhancements has been within the agent expertise. Beforehand, brokers needed to manually enter the explanation for every buyer name, a course of susceptible to human error and inefficiency. Now, Webex permits for extra intuitive workflows, releasing brokers from repetitive duties and enabling them to concentrate on high-value buyer interactions.
Along with Webex Contact Middle, Maersk additionally plans to make use of Webex Join to raised talk between brokers and truck drivers for a just lately acquired firm referred to as Pilot Freight Providers. This resolution will allow truck drivers and brokers to alternate SMS messages to offer proof of postage by sending images and extra.
These platforms’ capability to offer perception into the client journey—even earlier than the decision begins—reworked how brokers have interaction with prospects. With this improve, they will anticipate wants based mostly on historic touchpoints like dropped calls or current web site interactions, which results in faster resolutions and a extra customized expertise.
This improve in agent effectivity immediately interprets to a greater expertise for Maersk’s prospects. By delivering sooner, extra correct service, the corporate can preserve a aggressive edge within the logistics house—the place buyer expectations are increased than ever.
Moreover, Webex Contact Middle additionally built-in seamlessly with present programs, together with Salesforce, ServiceNow, and others. The Salesforce integration is made each by IVR—all agent and customer-related information is hosted on SFDC—and on desktop. Roughly 90% of all brokers now use our Webex for SFDC connectors.
Positioned for the long run with AI
With a single infrastructure in place, Maersk is setting its sights on a future that features AI-driven capabilities to additional handle name volumes and improve agent help. Webex’s suite of AI instruments affords Maersk the prospect to advance with clever options like subject analytics, agent help, and conversational AI brokers.
Maersk plans to undertake subject analytics AI to automate the identification of why prospects are calling—eliminating the necessity for guide tagging and considerably enhancing information accuracy. With the Cisco AI Assistant for Webex Contact Middle customer-facing groups will obtain real-time prompts and contextual help throughout stay interactions, permitting for even sooner response occasions. Conversational AI brokers will present self-service choices for easy inquiries, permitting stay brokers to concentrate on extra advanced and high-value conversations.
With a versatile cloud contact heart in place and new AI on the horizon, Maersk is well-positioned to ship extra seamless, proactive, and customized service to prospects world wide.
Contact our staff to be taught extra about what Webex may do for your small business.
