Case Study: Maersk achieves faster service and higher customer satisfaction with Wavetec's Electronic Queue Management System

Wavetec helps Maersk Line in Streaming their Customer Flow through its Electronic Queue Management Solutions

Maersk, the world’s largest container-ship operator, faced a complex, high-volume customer flow at its Terminal Burchardkai with long average service times, customer confusion over multi-counter routing, and limited visibility into staff performance. To address these challenges Maersk engaged Wavetec and its Electronic Queue Management System (EQMS) to automate and streamline customer flow and reporting.

Wavetec carried out a full assessment and deployed an end-to-end EQMS that handled the back-and-forth routing across eight counters, automated ticketing and transfers, and delivered real-time reports and KPI dashboards. As a result, Maersk saw a significant reduction in average service time, a marked increase in customer satisfaction, automated management of customer flows that freed staff for other tasks, and clearer performance monitoring and benchmarking through Wavetec’s reporting tools.

Maersk

Mohammad Adnan Ansari

Assistant Manager Customer Service Imports