1. What the Customer is Really Looking For - A Global Shipping Line’s
Expectations from a Global Container Terminal Operator
Meeting between CMA CGM and DPW
Tuesday, May 21st
2013.
2. CMA CGM FLEET:
CMA CGM has 428 vessels in its fleet. 336 vessels are chartered and 92 are
owned.
Average age of CMA CGM total fleet : 9 years old.
Average age of CMA CGM owned fleet: 8 years old.
The average capacity of CMA CGM vessels: 3,553 Teus.
The maximum capacity of a CMA CGM vessel is 16,022 Teus (Marco Polo,
Jules Verne and A. Von Humboldt).
Average speed of CMA CGM vessel: 21kn. Range from 12.5 kn to 26 kn.
Customer expectations
4. Operations (continued):
Equipment up to date + maintenance: Reliability.
Terminal turn time (moves): Rapid delivery.
Efficient yard process: Customer convenience/ avoid Yard handling/
Shifting.
Good relationship with Port authority/local public entities.
Customer expectations
5. Costs:
Costs vs volumes: economy of scales.
Sufficient free pool: Paramaribo has a very low free pool (less than 350
Teus) and Caucedo has no free pool (7 free days).
Restows rebates: Restows in Caucedo costs $ 50 to $ 80 (different service).
Standardized price for restows.
Control pilotage, Control tug and Line handlers (lumpsum). Terminal to
take control of the waterfront activity/ procedure and work closely to
provide better costs structure.
Encourage vendors to operate in close Port premises (space) and Terminal
Operators to invest in off dock facilities (empties). Terminals should also
lease/ acquire land space in the Port vicinity.
On dock rail services, sufficient rail cars/length: expedite cargo delivery.
Customer expectations
6. Costs (continued):
Dockage/Wharfage. (combine fees).
Rebate for local moves.
Additional services: M&R, container freight station, bonded transload
facility.
In house logistics provider/trucker. (Drayage & ITT moves).
Customer expectations
9. Impact on customer service:
Reliable EDI interface, efficient data integration and manipulation.
Reliable Information flow.
Attending customer needs.
Pro activeness to customer demands.
Automated report systems tools.
User friendly website.
Dedicated block for high volume customers.
Dedicated block for VIP customers and time sensitive customers.
Customer expectations
10. Impact on customer service (continued):
Gate appointment system.
Flexibility with late gates (exports).
Units released with late gates and customs hold (imports).
Customer friendly representatives (conversant/familiar/dedicated
representative for each carrier)).
Able to express issues in lay man term and remain professional and
respectful at all times. (customer engagement program)
Customer expectations
11. Thank you for the opportunity!
Customer expectations
