Onboarding a new customer account is one of the most important tasks for any business. This is when the customer makes their first impression of a business after the account has been won. It’s also the first opportunity for staff to truly understand how the new customer operates, how their systems need to be configured and how the account differs from existing clients.
Historically, training new or transfer associates on our warehouse systems has been a manual process; our Specialist Warehouse Assistance Team (SWAT) or our implementation team would spend weeks configuring the systems and training teams how to use them in person. Although there are benefits to this process, such as the opportunity for personal interaction, collaboration or on-the-spot troubleshooting, the training isn’t specific or completely relevant to every customer account. This means that training typically follows the Pareto Principle – 20% of the configuration translates to 80% of the benefit.
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