1. Indicators and innovations to improve efficiency at ports
Presented by NOMBUSO AFOLAYAN

2. Introduction – Nombuso Afolayan
Ms Nombuso Afolayan General Manager: Commercial & Planning & Corporate Affairs Member of Transnet Port Terminals Executive Committee Qualifications
•MBA- Finance
•International Oil Supply and Trading from Oxford University
•Qualification from the Institute of Charted Ship Brokers Area of Expertise
•Wide-ranging experience in the Logistics and the Commercial field.
•Previous roles comprise of Commercial and Business Development Executive at Vopak SA and General Manager at Grindrod.

3. AGENDA
CRM and Vision
Customer Sectors
National Planning – Value Add Management
Innovation – TPT Mobile App
CRM (xRM) – Innovation
 Customer Focused Transformation
Customer Focused Key Account Management

4. WHAT CRM AND INNOVATION IS AND WHAT IT IS NOT…….
CRM and Innovation is not …
XA strategy or plan
XIt is not a software package, database, website, loyalty programme or customer service programme
XIt is not a call centre
XNot a once-off event or programme
XSegmenting the customer database
XAppointing a Customer Relationship Manager
CRM is …
Increasing the value of the company through specific customer strategies and innovation
Acompany-wide approach to understanding and influencing customer behaviour through meaningful customer relations to improve customer acquisition, retention and profitability
It is an entire business philosophy

5. TPT CUSTOMER SECTORS
•TPT’s customers include some 37 shipping lines, the general shipping industry, vehicle manufacturers, agriculture, steel and the mining industry, freight forwarders, cargo agents and Customs.
•Transnet Customers use our cargo handling services because our services, equipment and infrastructure are safe, efficient and reliable.

7. Concept Integrated View of freight Logistics Chain – thereby improving the efficiency and the cost of doing business
Value Proposition A World Class service that proactively provides integrated real time information to enable decision making which leads to a more efficient and reliable supply chain solution for South Africa and enhanced customer satisfaction
Strategic Intent Making South Africa more Competitive by reducing logistics Costs
National Planning continued……..

8. NATIONAL PLANNING FOOTPRINT

9. Container Integrated and supply chain visibility and planning
1 Arrival at Pilot Station
2 Pilot Onboard (Pilot waiting)
3 All Fast (Steaming in)
4
Last Line (Departure)
5
Pilot Drop (Steaming out)
6
Terminal
Operation
center/planning
Truck Gate
1 Yard St Move (Arrival)
Last Move (Operations)
7
A
Previous Port
B
Next Port
Rail

10. Bulk Integrated and supply chain visibility and planning
1 Arrival at Pilot Station
2 Pilot Onboard (Pilot waiting)
3 All Fast (Steaming in)
4
Last Line (Departure)
5
Pilot Drop (Steaming out)
6
Terminal
Operation
center/planning
Tippler
Yard
1St Move (Arrival)
Last Move (Operations)
7
A
Previous Port
B
Next Port
Rail

11. Innovation – TPT Mobile APP
11

12. CRM (xRM) AND INNOVATION
12
 A centralised Customer Relationship Management solution to enhance customer
satisfaction and volume growth through means of enabling the key Commercial business
process of Customer Engagement, Customer Transaction, Customer Fulfilment and
Customer After Sales Service
 A centralised Customer Relationship Management solution for Transnet which will allow for
a single database of Customer related information to provide customer visibility across
Transnet and its Operating Divisions
 Solution to track all issues and complaints logged by Customers across the Group
 Centralised knowledge repository to store and allow for sharing of information regarding
customers, trends in the industry, trends against commodities, research information etc.
 Solution to support the critical controls identified during the Internal Audit assessments for
Group Commercial.
 Mobile solution – to equip the Sales force to capture discussions with customers while
visiting the customer.

14. 14
PAGE
Develop
Protocol
Implementation
Customer Focused Transformation
The TMS was developed to achieve the growth targets outlined in the MDS; the shift to customer focus should be embedded in the sales structure through the Key Account Management protocol
Develop the TMS to meet MDS targets
Customer Focused Strategy for Growth
Move to
Customer Focused
Shifting Transnet’s Focus
The sales organisation, through Key Account Management, has a critical role to play in Transnet becoming a customer focused organisation
Standardise the approach of Key Account Management to improve the customer experience and capture growth
Transnet developed the TMS in order to enable the MDS through a customer focused approach
This strategy segmentation based on customers needs and buying behaviour
This began a shift in the organisation towards a customer focused way of operating
The Customer Activity Cycle allows Transnet to target each point in the customers activities
New service offerings developed based on Customer Activity Cycle

15. 15
PAGE
The customers’ needs inform Transnet’s Key Account Management Protocol
Previous Transnet Paradigm
Customer Centric Operations
Customer Focused Integrated Key Account Management
The Customer Activity Cycle should drive the shift towards customer focused Key Account Management
Transnet’s Services
Transnet’s Key Account Management cycle and processes are applied to the customers
Customers
Transnet’s Key Account Management cycle currently operates in isolation in each OD and business unit (BU) within an OD
Customers deal with each OD independently
This results in many points of contact for a single customer
Customers also receives mixed messages
Transnet focuses on the services it can offer, instead of focusing on customer requirements
Transnet’s Services
Customers
The Customer Activity Cycle is important for customer focused transformation and should be integrated with the current Key Account Management cycle and drive the development of the new Key Account Management Protocol
This will shift Transnet’s focus to providing services tailored to customers
It will also enable Key Account Managers to build close relationships with customers
CRM
Customer Activity Cycle
Planning
Buying
Production
Logistics
Evaluation
CRM

16. Thank you