Rolf Habben Jansen, CEO of Damco speaks at a session on 'Maximising 3PL Customer Service Levels' at the 7th European 3PL Summit in Brussels, November 25th 2009. To download all of the slides from the conference for free visit www.3PLsummit.com/eu_2009ppts

1. Improving the customer experience…
with competitive costs…
Rolf Habben-Jansen, CEO Damco, November 24 2009

2. l1
Who is Damco?
A top 10 global provider of Forwarding and Supply Chain
solutions, part of the AP Moller Maersk Group
More than 100 years experience
10,500 employees
Move 2,5 Mill TEU
~275 offices in Lift 60,000 tons
~100 countries of air freight
~3 bill USD Operates 1.3 Mill
company m2 warehouses
* Graphic does not illustrate exact location, mode, corridor or lane
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3. Slide 2
l1 slide confirmed ok by cco team
lbs002, 09/09/2009

4. The customer experience has many different
aspects…
Consistently above 97% performance
on KPIs
Delivery capability
In 2008, 250 supply chain projects
Innovation capability created 117 mill USD savings for our
customers
Account Management
Servicing more than half of the Global
Customer loyalty across Fortune 100 Companies through own
industries offices in almost 100 Countries
More than 97% retention with our top
Coverage across all markets 150 customers over the last 3 years
(incl the difficult ones)
Well over half of our top 50 customers
Systems and visibility have been with us for more than 8
solutions years
6.5 mill. EDI transactions/month;
Passion for customers +500 partners; +1500 EDI maps; 1.2
mill. E-bookings & 14,000 shippers
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5. Increasing efficiency, raising customer satisfaction
and being innovative at the same time is critical
Efficiencies Innovation
Benchmark your Focus on the ´ease
performance and of doing business´
business
External customer service and invest in
versus peers customer facing IT
Simplify and
Reduce IT running
standardize the
costs and improve
Internal organization & take
in customer facing
out unnecessary
applications
cost
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6. In 2009 a variety of measures were taken to
improve efficiency and become more responsive…
The entire Logistics Business has been united under the new
Damco brand
On average 2 layers of management have been removed
throughout the organization since January 1 this year
Overall H/C has been reduced with 1.400 FTE´s since September
last year
We close the books more than 5 days quicker every month in
2009 versus 2008
Our total corporate cost will in 2009 end up over 30% below our
2009 budget
Projects launched and in implementation to further off-shore
back-office activities (more than 25% of H/C by end of 2010)
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7. …which included specific measures to improve
and standardize the customer experience…
- New Global Key Account Program launched for initially 35-40
customers, with similar initiatives rolled out in every Region
- Project Ying: 900 back-office and customer service functions are
relocated from Chinese coastal cities into Chengdu
- Improved Customer service/ process standardization
- Reduced cost to serve
- Focused investment in customer facing IT-applications
- Integrate all back-end applications into one front-end across all
major Products (SCM, Oceanfreight, Airfreight)
- Single sign-on, web enabled, near real-time visibility across
all products
- Significantly enhanced self reporting capabilities through upgraded
Spective visibility portal
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8. …and the initial results of our efforts are
encouraging…
Our Employee Engagement and Customer Satisfaction are both up
significantly
Ocean Freight volumes are since July on par/ slightly ahead of last
year
Airfreight volumes are since July well ahead of last year
Damco´s operating result in 2009 is YTD September slightly ahead
of last year and our Full Year 2009 operating result will be better
than 2008
Our operational cashflow in 2009 is very healthy and much better
than in both 2007 and 2008
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9. ….so in closing – our advice
Simplify &
? Innovate
Does this activity drive customer value & satisfaction?
Why should we keep this activity local or can we
consolidate/ standardize?
Which capabilities are needed when recession is over?
Do we have enough passion on our organization & teams?
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