Case Studies Hamburg Süd Heightens Customer Service by Minding the Data Gap

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	Hamburg Süd Heightens Customer Service by Minding the Data Gap

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	Hamburg Süd's customer service teams now regularly review data to improve performance on specific lanes and shipments.
Impact #2	The company identified gaps in event message timeliness and took measures to resolve them, improving customer service levels.
Impact #3	The dashboards enable Hamburg Süd to brief senior leadership and show customers their performance metrics.

Impact #1

Hamburg Süd's customer service teams now regularly review data to improve performance on specific lanes and shipments.

Impact #2

The company identified gaps in event message timeliness and took measures to resolve them, improving customer service levels.

Impact #3

The dashboards enable Hamburg Süd to brief senior leadership and show customers their performance metrics.

Benefit #1	Carrier event status performance increased from less than 50% to around 90%.
Benefit #2	Specific event messages that previously took 24–48 hours to send are now sent within the industry benchmark of two hours.

Benefit #1

Carrier event status performance increased from less than 50% to around 90%.

Benefit #2

Specific event messages that previously took 24–48 hours to send are now sent within the industry benchmark of two hours.

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Overview

Hamburg Süd Heightens Customer Service by Minding the Data Gap

Operational Impact

Quantitative Benefit