Maersk Line has been nominated for sustaining success through innovation and service. In the face of industry challenges, Maersk Line continued to innovate and deliver. It also focused on delivering the basics: as well as having some of the most reliable services available, its commitment to delivering an excellent customer experience continued in the evolution of its Customer Charter and MyMaerskLine.
There are six key elements that make Maersk Line the standout candidate for Global Carrier of the year:
- Financial performance
- The East-West Network offering incorporating 2M
- Kotahi partnership
- Continued reliability
- Customer Charter
Maersk Line delivered a US $2.3 billion profit for 2014, 55% up on 2013’s result. This was achieved despite rates decreasing by 1.6%, and was delivered through stronger than expected volumes and lower unit costs (driven through network optimisation and reducing operating costs). The company’s long term strategy remains to grow with the market, ensuring a sustainable approach.
This result was supported by a number of key innovations. The East-West network, Maersk Line’s offering incorporating 2M, is designed to be reliable, responsible, direct and comprehensive. At a time when the East-West trades are losing money due to higher costs and lower freight rates, innovations such as this mean that carriers can continue to deliver a quality, sustainable service long term, in turn allowing customers to take a longer view of their supply chains.
Another announcement in 2014 was the partnership with New Zealand freight and logistics company Kotahi, which pledged to provide Maersk Line with 2.5 million 20’ containers of exports for ten years from 1st August 2014. This deal allows Maersk Line to deploy 6,500 TEU vessels to New Zealand, ships which are more fuel-efficient on a per-container basis than existing vessels. This will help reduce the carbon footprint of New Zealand exports using ocean freight by 22% per container unit compared to the existing New Zealand industry average.
In technology, too, Maersk Line is at the cutting edge of the container shipping industry. MyMaerskLine sets the benchmark for online booking platforms, with many customers using it to manage their bookings and over 80% of all on-line bookings confirmed within 20 min. This frees up the frontline customer service teams to offer a deeper, more personnel level of service to customers, and allows those customers that want it a quick and easy way to control their cargo.
Maersk Line continues to top the industry when it comes to reliability. Throughout 2014 independent analysts such as SeaIntel and Drewry regularly named Maersk Line as the top performing carrier for reliability. SeaIntel named Maersk Line most reliable in 2014 with a score of 83.7%, against an industry average of 72.2%. Drewry named Maersk Line most reliable for Q4 2014, with an average on-time performance of 80%.
Underpinning Maersk Line’s performance and innovations is the Customer Charter, its commitment to a standard level of service. Based on what customers have told the company constitutes excellent customer service, the Charter aims to improve accuracy and turn time for Maersk Line customers. In 2014, the Charter was rolled out to individual customers to give them personalised data and allow them to have a clear picture of the level of service they were receiving from Maersk Line.
Ultimately all these innovations point to one thing – delivering a quality, sustainable service for Maersk Line’s customers.