1. Successful story sharing of New on boarding customer project
---from Shanghai Essential Team
It’s not easy to help customer materialize bookings on new corridor which they never
used us before, not mention we’ve occurred serious equipment shortage at the very
beginning, and some misunderstanding of the process handling. However, under
our joint efforts with SAL, we’ve enrolled this client into our new customer on boarding
project. Here is the amazing result after their whole on boarding journey.
3 FFE in WK36, now 14.5 FFE in WK50.
“With 2M service implementing, we are approaching more new acquisition to
grow our client bases. It’s really good for us to have specified CSA helping new
customer on boarding. Appreciate Billy and your team effort on pacific link case.
This is real value customer can feel from us. We can do more together.”
– Xu Jia Jun from SGHSAL team
Here is the whole story how we use the new customer on boarding project to make the
amazing result come true.
During the regular meeting with SGH SAL team, Shanghai Essential Team found out that
for those new developed customers or return customers, and existing customer with new
corridor business, we could offer hyper care to help them quickly adapt to our service
and get new business on boarding smoothly. To achieve this goal, our Essential Team
work out a Shanghai new on boarding customer project, this could help customer
familiar with our service and also get further volume development after that.
New On boarding project leading team: Shanghai Essential Team
Project member from SAL: Edmond Wang, Sherman Ding
Project member from CUS: Jem Liu, Sunny Yan, Billy Yang, Betty Long, Candy Tang

2. SAL nominated new client name: PACIFIC LINK INTERNATIONAL FREIGHT FORWARDER
Background: Customer with new PAC corridor business, whom only need TP2 string for
both Long Beach and inland delivery via LGB.
Volume target to achieve: 10 FFE per week.
Collaborated SAL: Xu Jia Jun
New on boarding CUS focal: Billy Yang
Establish first connection with customer
 On boarding focal called customer to officially introduce ourselves and highlight
keys point in our process through welcome book
 Better understand customer needs and work out key CARE focus with SAL
- Attached the welcome book which our peoject team tailor-made for new on
boarding customer
Hyper CARE export process
 Joint visit with SAL for E-solution introduction
- Joint visit at customer’s office to illustrate how to use the welcome handbook.
- Get customer familiar with E-channel solution such as E-bookings/ESI
 Daily mail communication & feedback for exceptional handling
We kept daily communication with customer for all related operation handling
during hyper care stage. Focus on exceptional handling but not limited to:
- e.g. Empty container priority & picking up monitoring, timely feedback to SAL
& customers
- e.g. AMS deadline internal extend for late picked shipments
- e.g. E-amendment performance observation and solution feedback
- e.g. Late release/gate-in container protection
 Daily Huddle action for more volume hunting
After customer’s volume stabilised, we started to seek for more potential support.
under great collaboration with SAL, customer’s volume contribution has increased
from 2 FFE per week to 15 FFE in Dec.
- Routine commitment compliance update to both SAL & customers and push
for more booking materialized
- Marketing intelligence collection & sharing from/to both SAL & customers
- Extra volume hunting after root cause deep dive
Shanghai New On Boarding Customer Project Flowchart
SAL nominate
customer &
provide
contact
details
CUS on boarding
focal contact
customer & send
welcome book
Hyper Care
export process
Evaluate Care
Service
application

3. e.g. We offer flexible WCRS cut off & container protection for customer’s LCL
shipments, which makes customer willing to place more with us. Total 8 FFE
gained since this Oct by doing so.
- Close follow up for those won opportunities passed from SAL
Total 18 FFE materialized and no booking downfall under our internal great
cooperation.
 TEL Return visit during end of the Hyper Care stage & next step agreement
We collected & registered customer’s VOC and share with SAL about the final
result. Make sure both of them satisfied with our New on boarding work, and
agreed with them to move this customer to existing customer pool for business
handling.
- Here is the TEL return visit feedback from customer.
Evaluation Care Service Application
Considering customer’s increasing booking trend, and also their volume expectation with
1000 FFE from SGH loading in year 2015, of course the customer’s business needs as
well, SAL has proposed the CARE Service application. And it’s under evaluation at
current stage. Result will come out in this Dec.
It is warmly welcomed to receive more new customer on board nomination from SAL.
Hope we could enlarge our new on boarding customer pool, and help them materialised
their booking by enroll this New on boarding project.
Thx & B.rgds
Sunny Yan
Shanghai Essential Team