A benchmark study conducted in July 2023 with 111 import managers from over 10 leading importers across Europe revealed significant challenges in ocean carriers' import operations. The Net Promoter Scores (NPS) of 11 major ocean carriers highlight the critical need for improvement in customer experience:
NPS of the Ocean Carriers
Rating the customer experience in import operations.
Survey Findings: A Snapshot of the Importer’s Struggles
A comprehensive survey with 11 forwarders and their offices across Germany, France, the UK, and other European countries unveiled the pressing issues with manual container release processes and their consequences.
“...responses take far too long.” “...service is not that good.” “By most of the ocean carriers, it is very difficult to reach them by phone when you want to solve an urgent issue…” “Online release portal of {ocean carrier} is barely an improvement; need to send emails anyway for most cases.”As additional feedback from import managers emphasized the struggles they face daily. These inefficiencies not only increase workload but also lead to frequent claims and disputes
Challenges of Import Container Processes:
A comprehensive survey with 11 forwarders and their offices across Germany, France, the UK, and other European countries unveiled the pressing issues with manual container release processes and their consequences.
Import Container Releases
- Manual workload per import container release (happy flow): 4.64 minutes
- Faulty container releases: 4.58%
Faulty releases occur when incorrect information is provided during the release process. Examples include wrong PIN codes, incorrect PCS IDs, or assigning an incorrect drop-off depot. These errors delay operations and lead to claims and disputes. - Missing container releases (not on time): 6.83%
Missing releases refer to situations where the release is not completed in time for the planned container pick-up at the terminal. Typically the release is needed 2 days prior to ETA at the latest for proper planning. This often results in operational delays, demurrage charges, and wasted trips for transport operators.
Drop-off & Container Reuse assignments
- Additional manual workload and errors due to manual submission of drop-off & container reuse requests via email and waiting times on acceptance or rejection from ocean carriers. (not quantified, as the differences between the ocean carriers are too large).
Claims, Disputes, and their impact
Faulty and missing container releases lead to frequent disputes, adding to workload and costs:
- Demurrage disputes: 2% of releases; €81.25 average cost; 17 minutes extra work per incident.
- Wasted journeys: 1.4% of claims; €281.25 average cost; 13 minutes extra work per incident.
- Delayed deliveries: 1.7% of claims; €212.50 average cost; 25 minutes extra work per incident.
These inefficiencies translate to increased workload, lost productivity, and financial burdens for importers, creating significant room for improvement.
The Flowfox Solution: Driving Real-Time Import Automation
Flowfox addresses these inefficiencies head-on with its ImportFlow solution. By automating the entire operational import container process, Flowfox bridges the gap between importers and ocean carriers, streamlining workflows and eliminating manual processes.
Key Features of ImportFlow for Importers:
- Automated Real-Time Container Releases:
No need for manual emails or phone calls anymore. - End-to-end automation of container release workflows.
Automated Drop-off and Container Reuse Requests:
Easy submission and real-time feedback for drop-off changes and container reuses.
Importer Benefits with Flowfox
- Automated Real-Time Releases: Release hundreds of containers in seconds instead of days.
- Fewer Delays and Errors: Reduce delays due to late (6.8%) and faulty releases (4.6%), saving time and avoiding claims & disputes over wasted journeys and storage. This smoother operation helps to increase satisfaction of the end customer.
- Unified process and all from one hand: Import process standardization across countries and ocean carriers.
- TMS Integration: Full automation potential with one Flowfox integration into Importers' system.
- Savings: USD 11.00 per B/L
- Automated Real-Time Drop-off and Reuse Assignments: Instant feedback to drop-off and container reuse requests via a fully automated process.