Georgia Ports - GPA’s Client Relations Center

By: | at 08:00 PM | Channel(s): Ports & Terminals  

The GPA’s Client Relations Center (CRC) was launched in December 2002, as a front-line communications service to provide GPA customers and other port-users with a direct, responsive link to service assistance, cargo coordination and issue resolution. The CRC’s efforts dovetail into other initiatives such as the GPA’s new web site.
The CRC operates as a single proactive unit, focusing on three areas:
o Financial Services (tariffs, rate quotes and billing inquiries),
o Cargo Services (issue resolution, pick-up/delivery verification, special services, distribution center assistance, government inspections and general information)
o Technology Service and Support (applications, support communications, training, new user administration and EDI).
The objectives of the CRC are to improve interaction between the customer and the port facilities, to improve the efficiency of delivering customer service, to establish and maintain consistent standards and procedures. In addition as a forward looking process the CRC is vested with the means to capture and analyze contact behavior, to reduce call and contact volume, to measure customer service work and to ultimately produce results for both the customer and the GPA.
The CRC was originally designed to service container shippers at Savannah’s Garden City Terminal and Ocean Terminal. However, the future vision of the CRC finds the Center expanding to breakbulk operations in both Savannah and Brunswick, as well as implementing additional functionality such as billing customer service. The GPA is also exploring future enhancements in the areas of contact management application, issue tracking and analysis, process improvement initiatives, service standards and metrics and customer satisfaction studies.

American Journal of Transportation