THILOGI EMPLOYEES PARTICIPATE IN “CUSTOMER JOURNEY MAPPING” WORKSHOP
To strengthen collaboration and enhance service quality, on December 4, THILOGI, in cooperation with CMA CGM Vietnam, organized a “Customer Journey Mapping” workshop, which included key functional departments such as Sales, Forwarding, Customer Service, etc.
The workshop enabled THILOGI and CMA CGM Vietnam to review operations, identify shortcomings and bottlenecks throughout the service process. Both parties jointly analyzed overlapping, uncoordinated, or suboptimal stages between departments, aiming to standardize processes and enhance customer experience in maritime transport and logistics services.
During the discussions, departments clarified the “customer journey” across key stages, including booking procedures, information provision, document receipt and processing, change management, as well as coordination mechanisms in exceptional situations. Practical solutions were also proposed to improve the overall service chain, particularly during peak seasons or when unexpected demands arise.
In addition, both parties agreed to enhance the application of data and digital tools to reduce the time required for information exchange and minimize errors caused by manual operations.
The “Customer Journey Mapping” workshop not only reinforced cooperation between THILOGI and CMA CGM Vietnam, but also demonstrated THILOGI’s commitment to continuously improving service quality, enhancing customer experience, and creating added value across the logistics service chain.
