Landside Platform Ideas Portal
What impact would it have on your daily tasks in terms of time saving or cost reduction? |
Make the CX agents better able to self service questions from customers on SD delivery and pick up requests. |
How frequently would you use this improvement? |
Daily |
How should it work? |
The CX group and DTX vertical are taking over the work of dealing with the customer questions regarding SD deliveries and pickups. The CX group could more effectively answer the customer questions with access to a simple view only version of TMS. MY proposal would be a tab with just the Freight Order Worklist tile. In the tile the CX agents would need access to a query to look up WO by booking/container number. Once the results display the view could be preset to the LCX Import and Export view. which would easily allow the CX agents to get all the information they would need and help improve case and call turn time and provide an much better customer experience. Please see attached screenshot of view and query CX would need. |
Good Morning,
Thank you so much for the update! We are excited to see this enhancement. Quick question @Rasmus Thiim in creating the ticket for TMS access it is asking for a muser ID to mirror. Since this is not something DTX and CX had previously we do not have one. Are you able to provide an ID to mirror for the CX view of TMS?
We thank you for your continued partnership and support, if we can help in any other way please do not hesitate to reach out.
Shawn Chappelle | Customer Experience Team Lead - Direct Transport Team
Used Auto
North America
Hello Shawn,
Thank you for the proposal.
Recently a new CX Role has been added to TMS role catalogue, which will allow CX users a viewing access to the Freight Order side.
This can be requested via snow here: https://maersk.service-now.com/end_user_portal?id=sc_cat_item&sys_id=d27e86b43b7cc2d07a6e19a985e45afc&table=sc_cat_item
With the new Guided User Journey / Dispatcher Dashboard it is on the roadmap to allow other functions a more intuitive way of searching for freight orders in the future as well.
I'm closing this idea as already exists. We'll make sure to circulate to CX Communities if further changes happen to their access.
Thanks!