Calogi Evaluation Study Managers. November 2013

Transcription

1 Calogi Evaluation Study Managers November 2013

2 Outline Background & Objectives Methodology, Sample & Analysis Overall Perception of Calogi Calogi Home Page Calogi Products Summary Customer Feedback - Action Plan

3 Background & Objectives Background Calogi, a web based application established by dnata Cargo in 2008, provides an on-line portal through which subscribers (freight forwarders, GSAs, airlines, GHAs, shippers and 3PL providers) can sell products and services. Built for small-to-medium enterprises, Calogi supports the end-to-end airfreight business process, from availability enquiries, booking, air waybill tracking, air waybill and house air waybill execution through to delivery and payment. This phase of the study is targeted at Business owners and managers, i.e. those responsible for the decision to subscribe to Calogi. Objectives The aim of this study is to measure the effectiveness of the current features of Calogi in meeting its goal to be the global distribution system of choice for the air cargo supply chain. The study also aims to: Identify the level of user satisfaction with the current product Identify areas of weakness (and develop action plan to address) Identify developments (new features and changes to existing features) that our customers would like to see in future releases

4 Methodology, Sample & Analysis Methodology An invitation with a link to the online survey was sent to the two groups of customers; Freight Forwarder Managers and GSA/Airline Managers Fieldwork dates: October 21 st November 9 th 2013 Sample & Analysis The number of manager responses achieved were as follow: o o Freight Forwarders: 50% response rate GSA/Airlines: 40% response rate Attributes rating a score 15% or greater on fair and poor are noted as areas for improvement. All comments are included in the report, unless otherwise stated.

5 Overall Perception Slightly worse 1% Much worse 0% Not aware of other IT solutions 14% Same 10% Slightly better 26% Much better 49% Much worse 0% Slightly worse 4% Same 14% Not aware of other IT solutions 25% Slightly better 14% Much better 43% FF How does Calogi compare with similar industry solutions? GSA/ALN 75% of FF managers view Calogi as better compared with similar IT solutions, while 57% of GSA/ALN have the same view. However, 25% of GSA/ALN and 14% of FFs are not aware of other similar IT solutions.

6 Summary Communication channels and the Calogi website are the two main channels for our customers to keep updated and these are also the most preferred medium for future communication Presentations used to describe the features/changes introduced as part of the programme load are perceived satisfactory by GSA/ALN s, while FFs rate it highly. Perception of Calogi Satisfaction with and recommendation of Calogi is very high among FFs and it is also perceived better than similar industry solutions Most Operational benefits are also perceived very positively, with FFs being more positive than GSA/Airlines. Most useful features on the Calogi portal are Track & Trace and the Industry Directory. Suggested features for inclusion are: Full tracking system Full shipment details More news & info related to the industry The Calogi Home Page is perceived well for all of its attributes among FF managers. The main concerns for GSA/ALN are with the speed of loading the page and the ease of use.

7 Summary Most liked features about Calogi are: Ease of use and the fact that it can accessed anytime Rate enquiry and the ease of executing AWB stock The export and import related feature Additional suggested features for future are: Make the system faster and more easy to use Auto notification including any payment updates and in case of offload Complete tracking system through Calogi for import and export shipment

8 Customer Feedback - Action Plan Customer Feedback Action Plan Slow system response Scheduled visits and testing to agents and airlines will be conducted starting April till June to customers that has given us feedback on the issue. Website design and GUI. We are constantly upgrading our website and updating information on our website. A plan to release a new website that is more interactive and better user interfaces is scheduled by Q We will include many of these suggestions given.

9 Customer Feedback - Action Plan Customer Feedback Action Plan Support Level 2 support resolution time will be improved in Nov this year. Shift working hours for customer support are implemented, especially for international customers. Relationship management Sales visits to customers will be increased by sales team and key account management will be implemented.

10 Customer Feedback - Action Plan Customer Feedback Action Plan System enhancements & upgrades Increase log-in time out duration Screen time out was set at 15 minutes and based on customer requests we have now increased it to 30 minutes. Increase space on all shipping details (LC) We have revised the character length for the below data elements which can now accommodate more characters which prints on the AWB. Handling information accommodates up to 200 characters on the AWB view / print. Additional Information accommodates up to 490 characters on the AWB view / print.

11 Customer Feedback - Action Plan Customer Feedback Action Plan System enhancements & upgrades Track & Trace information update Earlier Track and Trace would display updates from the Airline as well as the GHA separately. Now we have enhanced the feature and Track and Trace has been consolidated so that user has one full view of the shipment status considering the updates received from GHA and Airlines. Other charge codes on HAWB will be created We recently enhanced this feature and customers can add charge codes on HAWB level and the same is available on the HAWB print. Improvements on AWB execution update Shipper/Consignee address. To be promoted in March 2014, Customer can update Shipper / Consignee detail on the go [ from the job ] which will further update the Admin masters for that particular Shipper or Consignee.

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