Case Study: Maersk achieves personalized customer engagement and 13% revenue growth with Salesforce Marketing Cloud

Maersk Line makes waves with greater digitalization and personalization

Maersk Line, the world’s largest container shipping company, needed to transform how it serves 59,000 customers across 300 offices to deliver more personalized, actionable supply‑chain services. Facing fragmented customer data, high contact volumes (as many as 20 emails per shipment) and limited visibility across 33,000 employees, the company set out to digitize and centralize sales, service and marketing to better understand customer needs and shorten time to action.

Maersk consolidated its customer and operational data on Salesforce—deploying Sales Cloud, Service Cloud and Marketing Cloud with Einstein analytics and IoT‑enabled Remote Container Management—while streamlining channels and introducing live chat, KPIs and targeted marketing. The result: a 20% drop in incoming service contacts, emails per order reduced to an average of four, faster sales cycles with real‑time pipeline visibility, improved email engagement and double‑digit revenue growth (13% in 2017), empowering thousands of employees to deliver more relevant, efficient customer experiences.

Maersk

Dave Strain

Head of Commercial Projects and IT Portfolio