Case Study: Maersk achieves digital transformation and personalized customer experiences with Salesforce

Maersk Line makes waves with greater digitalization and personalization

Maersk Line, the world’s largest container shipping company, needed to turn massive volumes of customer and operational data into actionable insight so it could personalize services and simplify complex global logistics. With 59,000 customers, 33,000 employees and 300 offices, limited visibility across sales, service and marketing hindered consistency, responsiveness and smarter decision-making.

Maersk centralized sales, service and marketing on Salesforce—using Sales Cloud, Service Cloud, Marketing Cloud, Einstein and IoT-enabled Remote Container Management—while streamlining contact channels and adding live chat and analytics. The integration cut incoming service contacts by 20%, reduced emails per order to about four, sped up the sales cycle, lifted email engagement and supported a go-to-market shift that helped drive 13% revenue growth in 2017.

Maersk

Vincent Clerc

Chief Commercial Officer