Port Agents can increase customer face time by 25 - 35%

August 7, 2024

Port Agents can increase customer face time by 25 - 35%

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To develop the business, a Port or Ship agent must take on new clients and increase the number of port calls they manage. Delivering a high level of customer service and increasing upsell and cross-sell is also critical to maximizing revenue for each port call. The margins on all services provided increase the bottom-line revenue.

To achieve this, it is important to increase agent customer face time. Administration of port calls takes a lot of time and can be drastically optimized. Our estimations point towards an increase of 25 - 35% in customer face time.

The operational business related to port calls consists of:

  • Port call coordination: Port Agents arrange berthing schedules and coordinate with port authorities to secure docking space. This involves meticulous planning and communication to avoid delays and optimize turnaround times.
  • Cargo documentation: Handling the complex paperwork associated with cargo operations is a critical function of Port Agents. They ensure that all documentation is accurate and compliant with international and local regulations.
  • Crew management: From arranging crew changes to facilitating medical assistance, Port Agents take care of the welfare and logistics of the ship's crew, ensuring they are ready and able to perform their duties efficiently.
  • Customs clearance: Navigating the maze of customs regulations requires expertise and precision. Port Agents manage the customs clearance process, ensuring that all cargo is processed swiftly and legally.
  • Supply and maintenance: Port Agents coordinate the delivery of supplies, fuel, and maintenance services, ensuring that vessels are fully equipped and operational during their port stay.

Increase efficiency with a Port Agency Operations System

A modern Port Agency Operations System will significantly impact operational efficiency. The system is a cloud-based solution specifically designed to optimize all the main operational tasks that a port agent is responsible for on a day-to-day basis. It supports collaboration, automation, and insight. Differentiate your service with features to share information and "smart documents" with clients. 

The current scenario often involves the support systems not being integrated and not covering the complete need. Agents use a combination of phone, email, paper-based documents, spreadsheets, and to-do lists. Reports are manually generated based on data from different systems.

When a Port Agency Operations System is implemented, effectiveness is achieved via:

  • All port call-related activity is in one place
  • Quick document creation. Create smart shipping documents (eSOF)
  • Automatic invoice reading and handover to accounting
  • Efficient reporting & analytics

Take the next step towards improved customer face time

If you are interested in understanding your potential to improve customer case time, contact Enqlare by filling out the form here. We can set up a Proof of Concept project that allows you to test the solution and see its benefits for your business. 

You can also read more about Enqlare's solution for Port Agency Operations here. 

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