Sea Port St. Petersburg hosts a round table dedicated to customer service enhancement
Sea Port of St. Petersburg (part of First Port Company) has held a round table with clients. The participants addressed the issue of customer service improvement. The partner companies top executives discussed the 2020 year results of joint work and the prospects for further cooperation.
The meeting was opened by Andrey Bubnov, CEO of the management company, who told about the creation of First Port Company, members of which became the following stevedore companies: Sea Port of St. Petersburg, Container Terminal St. Petersburg, Ust-Luga Multipurpose Reloading Complex, Tuapse Sea Commercial Port and Taganrog Sea Commercial Port.
“We will set uniform work standards that will help our clients effectively solve their logistical problems with the help of our ports in the North-West and Azov-Black Sea basins, as well as using the advantages of other enterprises of our transport group - Freight One PAO and Volga Shipping Company. Working with us should be profitable for clients, convenient, prestigious, sustainable and safe. To this end, Fist Port Compnay intends to create a value offer for each client. We will invest in assets and people!”, Andrey Bubnov said.
Andrey Zubarev, Managing Director and Aleksey Smirnov Commercial Manager of Sea Port of St. Petersburg spoke about the changes that took place in the company in 2020, as well as about measures to improve customer service. A year ago, the specialists of SP SPb conducted a survey of clients about their satisfaction with cooperation. The company has done a great job in many areas.
MP SPb has launched in a test mode the ILSAR system, a solution that allows synchronizing the digital ecosystem of SP SPb with the RZD software.
MP SPb has fully automated the electronic service for approval of applications for entry / exit permits. Members of the e-service include a detachment of the Russian FSB Border Control and the Line Internal Affairs Transport Department with Baltic Customs joining the service on December 10, 2020. Thus, the port began to carry out remote interaction on issuing permits with all control and law enforcement agencies, the approval of which is necessary to obtain passes.
In 2020, the time required for clients to obtain documents for services rendered was significantly reduced, and unnecessary contacts were eliminated when exchanging paper documents. The connection to the RZD’s electronic transport ‘invoice’ ETRAN has helped expedite the process of registration of railway consignment note to dispatch freight and rail cars. This eliminates car detention while waiting for completion of paperwork.
This year MP SPb inaugurated a service center complex for the convenience of passage to the A2 Container Terminal and arranged additional parking lots for trucks and overhauled several storage areas. Construction of a new indoor warehouse is underway for goods requiring special storage conditions. Much more has been done for automation of working processes, retrofitting and infrastructure development.
During the round table Alexey Smirnov presented a new service to partners — a dry port, with warehouses with an area of more than 18000 m3. The facility is intended for storage of goods and handling operations: unloading, repackaging, etc. The dry port is located on the sites of the SP SPb’s former motor depot in the vicinity of the berths and the WHSD highway.
The participants of the meeting devoted most of their time to discussing the issues of increasing the efficiency of technological operations and documentary support of the services provided by SP SPb.
Andrey Bubnov suggested strengthening control over the quality of customer service: the company's partners will be able to submit their requests to a single e-mail box. Managing directors of ports and heads of FPC, including the company’s general director, will have a direct access to mail.
“We are going to continue work on improvement of customer service as it is important for us to respond promptly to all requests of our customers,” summed up the meeting results, Ekaterina Burtseva, Commercial Director, FPC.
The round table participants agreed to hold such clients meeting with FPC top management on a permanent basis and expressed their hope that they will have an opportunity for networking next year.
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