{"id":119229,"date":"2021-03-10T11:54:06","date_gmt":"2021-03-10T10:54:06","guid":{"rendered":"https:\/\/easy-software.com\/references\/the-mediterranean-shipping-company\/"},"modified":"2025-04-08T12:41:34","modified_gmt":"2025-04-08T10:41:34","slug":"the-mediterranean-shipping-company","status":"publish","type":"referenzen","link":"https:\/\/easy-software.com\/uk\/references-uk\/the-mediterranean-shipping-company\/","title":{"rendered":"The Mediterranean Shipping Company"},"content":{"rendered":"
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The Mediterranean Shipping Company<\/p>\n\n\n

The second largest container shipping company in the world<\/h1>\n\n<\/div>\n\n
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From its Ipswich headquarters, MSC UK offers shippers and consignees a comprehensive range of services supported by branch offices in London, Liverpool and Glasgow together with experienced operational management at major UK ports, providing on the spot supervision of MSC vessels. MSC meets its exacting customer needs with nearly 30 years experience and 500 committed staff.<\/p>\n\n<\/div>\n<\/div><\/div>\n\n

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Focus on Customer Query Resolution<\/h2>\n\n\n\n

Shipping is a highly competitive industry where ocean rates, service viability, schedules and reputation are critical factors to attracting customers. Retaining customers also relies on service quality and how well the company responds to customer queries pre and post shipping. MSC UK achieves this careful balance of price, reputation and service levels by remaining one step ahead on internal efficiency so that service is never compromised and customers remain loyal. Technology plays a key role in this ambition and when Mike Wilson, MSC UK\u2019s Quality Manager spearheaded a team to find an electronic workflow and document archive system for the MSC Import department, he knew the reputation of the business would hinge on the system and supplier that he selected.<\/p>\n\n\n\n

MSC UK handles over 600 vessel arrivals annually and volumes of container business are increasing year on year. Each import transaction carries with it critical paperwork which is managed by the MSC import team. One example is the Bill of Lading which acts as the \u2018Document of Title\u2019 without which the container cannot be released to its owner. Mike explains, \u201cThe more containers we import, the greater the number of files and documents we need to handle. We were reaching saturation point not only in storage space but also in the time that was being consumed manually searching for files. Time that was impacting on our customer service levels.\u201d<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n\n

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Simply throwing more resource at the problem was not the answer. If the company was to meet its customer service expectations and its business growth ambitions of 10-15% per annum then it needed to find a way to manage the import documents and processes electronically.<\/p>\n\n\n\n

\u201cThe speed with which we resolve customer queries impacts directly on our cash flow,\u201d adds Mike. \u201cIf documents can\u2019t be found then we hit delays in being paid and there are cost implications for our customers too who incur delivery and labour charges whilst the query is being resolved.\u201d<\/p>\n\n\n\n

Mike and his team conducted a rigorous search of the market for a document management vendor with strong Workflow and Archive products and expertise. easy software was selected in favour of 6 other contenders and work began to scan the backlog of paper documents, promising to make document management easy.<\/p>\n\n<\/div>\n\n

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We have been able to redeploy staff to customer facing roles, our working environment is much improved with less paper and clutter, desks are clean and customer queries are being handled quicker and more efficiently.<\/h3>\n\n\n\n

Mike Wilson,<\/strong>
Quality Manager, Mediterranean Shipping Company UK Ltd.<\/p>\n\n<\/div>\n<\/div>\n\n

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PROjEcT INFORMATION<\/p>\n\n\n\n

Customer enquiries are processed faster and more efficiently<\/h2>\n\n\n
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