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Hamburg Süd Heightens Customer Service by Minding the Data Gap
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Visualization
- Functional Applications - Remote Monitoring & Control Systems
Applicable Functions
- Business Operation
- Logistics & Transportation
Use Cases
- Fleet Management
- Predictive Maintenance
- Track & Trace of Assets
Services
- Data Science Services
- Software Design & Engineering Services
- System Integration
The Challenge
Ocean carriers like Hamburg Süd need to provide timely in-transit status updates to their customers. These updates are often part of service-level agreements and are critical for minimizing delays, reducing costs, and maintaining smooth supply chain operations. However, the data required for these updates often comes from various parties, making it challenging to provide accurate and timely information. Previously, Hamburg Süd received monthly data-quality reports in PDF format, which only provided aggregated service level statistics and did not offer detailed insights into regional and local challenges. This limited the carrier's ability to improve operational efficiencies and service levels.
About The Customer
Hamburg Süd is a container shipping company with a history spanning 150 years. Now part of Maersk, it operates as an independent entity with 250 offices in over 100 countries. The company offers custom-tailored logistics solutions to shippers, freight forwarders, and non-vessel-operating common carriers (NVOCCs). With approximately 700 vessels, 3.6 million units, and 400 ports served by the Maersk Group, Hamburg Süd provides access to the world’s largest vessel and container fleet. The company is known for its quality, reliability, and flexibility, and it is one of the many ocean carriers in e2open’s ocean carrier network.
The Solution
Hamburg Süd collaborated with e2open to develop new analytics capabilities within the e2open Bookings platform. This included creating interactive visual dashboards that aggregate shipment event data, allowing Hamburg Süd to view its performance across all lanes and regions. The dashboards offer customizable views, enabling granular-level analysis of port activities and customer-specific needs. E2open's product management and development teams worked closely with Hamburg Süd to create dynamic, customized views for container shipments in-transit. These dashboards provide a comprehensive overview of shipment performance, reliability, and container status event reporting completeness. The new capabilities also include a measurement for submission timeliness, helping Hamburg Süd ensure timely updates to customers.
Operational Impact
Quantitative Benefit
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