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Ivory Coast

New Direction Customer Care

GENERALITIES:

Customer Care department established since early October 2018 to support customers proximity to meet their expectations. It is composed as follows :



IMPORT :

  • Obtaining the Custom manifest (Sydam) 72 working hours before vessel berthing
  • Reduction of waiting time for establishment deliveries contracts out of ABJ (less than 1 hour vs 4 hours average in past)
  • Establishment of an EIR office near ABIDJAN TERMINAL to limit customer move and speed up goods Import delivery
  • Ongoing service to meet customer’s requirements

EXPORT :

  • 97% booking request made via electronic platform
  • 80% CMA CGM bookings are confirmed within 2 hours after client's request
  • Originals BL issued within 48 working hours after vessel departure
  • e-commerce : computer availability and dedicated team for online customers training on Agency site

NEXT STEP (running July 2019):

  • Unique DD invoicing to customers
  • Establishment of a queue system at delivery desk and cashier
  • Documentary exchange (Import and Export) to speed from 2 hours average to 45 minutes
  • outsource cash payment