Maersk transforms world buyer expertise with Webex

Maersk is a world built-in transport and logistics firm working in over 130 nations. Based in 1904, this Danish firm has over 100,000 workers worldwide, serving prospects throughout various industries. With a robust deal with innovation and digital transformation, Maersk goals to ship seamless end-to-end buyer assist whereas optimizing operations. Maersk is a longtime Cisco buyer, and leverages Cisco’s full portfolio all through its enterprise, together with areas similar to delivery, port operations, provide chain administration, warehousing, and air freight. As a One Cisco accomplice, Webex helped Maersk ship high priorities by bringing collectively the facility of our full portfolio into one resolution.

It was essential for Maersk to scale 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 swap to Webex Contact Heart, Maersk had an especially advanced on-premises telephone system. It consisted of UCCE and UCCX options, all working along with a number of third-party plugins, which weren’t delivering the kinds of outcomes the enterprise required anymore. This on-premise telephone system didn’t provide the extent of flexibility wanted for a world model, and it was additionally costly to take care of.

Past value, the present 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 means to scale or introduce digital-first enhancements like AI.

The crew—which consists of 15,000 configured and a couple of,750 concurrent brokers unfold over greater than 120 nations—was on the point of an especially pricey 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 Heart Service Proprietor at Maersk and one of many individuals in control of discovering the perfect subsequent step.

Transferring operations to the cloud

Because the crew was already conversant in Cisco and had confidence in its merchandise, they decided Webex Contact Heart was the appropriate resolution transferring ahead, which included Analyzer for superior reporting. Moreover, they knew it may ship what they have been on the lookout 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 accomplice of Maersk,” mentioned Steven. “It had options and functionalities that we needed, similar to clever routing, built-in CRM, unified person expertise, and sophisticated reporting instruments, and it simply met all of our necessities.”

The swap to Webex represented greater than a expertise improve—it marked a shift to a extra versatile, scalable method of delivering customer support. To make sure a easy transition, Maersk took a strategic strategy. The corporate decoupled the contact heart software from the underlying telephone system, a transfer that created the pliability for brokers to log in from any location or gadget, so long as that they had a reachable telephone quantity. With Webex’s assist, Maersk applied 21 options, deploying all on time and inside scope.

This reconfiguration not solely diminished the technical burden but in addition laid the groundwork for a extra agile, globally accessible buyer expertise infrastructure. And the crew didn’t should undergo this course of alone.

“The assist from Cisco was exemplary,” mentioned Steven. “We additionally had an excellent managed service accomplice [Tata Communications (UK) Ltd] as properly, and along with Cisco and our managed service accomplice, the migration was a hit.”

Important value financial savings and operational enhancements

The shift to Webex Contact Heart has delivered measurable outcomes, particularly in terms of value effectivity. The choice to maneuver away from a pricey legacy infrastructure to a cloud-based system has allowed Maersk to reallocate sources and deal with extra strategic initiatives.

“Webex has massively saved us operational prices,” mentioned Steven. “Transitioning from an costly on-premises telephone 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 Heart launched new ranges of visibility and management that didn’t exist beforehand. Previous to Webex, supervisors lacked rapid 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 Heart 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, crew leaders can monitor name volumes, consider agent productiveness, and higher align sources to shifting buyer wants.

Improved agent and buyer experiences

The advantages of Webex Contact Heart have prolonged far past value financial savings and supervisor visibility. One of the crucial 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 deal with high-value buyer interactions.

Along with Webex Contact Heart, Maersk additionally plans to make use of Webex Join to raised talk between brokers and truck drivers for a not too long ago acquired firm known as Pilot Freight Providers. This resolution will allow truck drivers and brokers to change SMS messages to offer proof of postage by sending photographs and extra.

These platforms’ means to offer perception into the shopper journey—even earlier than the decision begins—remodeled how brokers interact with prospects. With this improve, they’ll 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 enhance 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 area—the place buyer expectations are greater than ever.

Moreover, Webex Contact Heart additionally built-in seamlessly with current techniques, together with Salesforce, ServiceNow, and others. The Salesforce integration is made each by means of 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 longer term 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 assist. Webex’s suite of AI instruments provides Maersk the prospect to advance with clever options like matter analytics, agent help, and conversational AI brokers.

Maersk plans to undertake matter analytics AI to automate the identification of why prospects are calling—eliminating the necessity for handbook tagging and considerably enhancing information accuracy. With the Cisco AI Assistant for Webex Contact Heart customer-facing groups will obtain real-time prompts and contextual assist throughout dwell interactions, permitting for even sooner response occasions. Conversational AI brokers will present self-service choices for easy inquiries, permitting dwell brokers to deal with 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 all over the world.

Contact our crew to be taught extra about what Webex may do for your enterprise.