An easier way to communicate with our USA offices – an update

As announced in our previous Customer Letters, we implemented a new organization and a new Case Management tool for our U.S. customer service team on July 12, 2021. If you have not seen the previous correspondence, we have included the link in the above for your reference.

We are sending you this letter to provide you with an implementation update and some useful information for you to optimize the benefits of these new features.

Update on the first two weeks:

• The Case Management technology has been successfully implemented which provides increased visibility to your email inquiries. In the future, it will provide customer specific data on phone and email/case turn times for business reviews, and much more.

• Our Customer Service organization has been adjusted into customer segments to provide greater specialization to customers with similar business needs

The new technology is working well but as with most organizational and technology implementations, we are experiencing a few growing pains and we ask for your patience as we make adjustments in these initial weeks. In particular, we are experiencing longer than normal hold times on the phone, and we have a larger than expected backlog in cases as we go through the learning curve of a new system.

The adjustments that we are immediately making to improve our service levels following these first two weeks include:

• Adding additional resources temporarily to help our staff work through the greater than expected learning curve

• Adjusting staffing across the different teams as we gain more visibility to the email/case workload per new customer segment teams

How can customers work with us to improve service levels?

• Utilize your case number or shipment/booking number (they are the same) when calling our service center and include this in the subject line of emails to allow the phone/case management systems to route the communications immediately to the correct team.

• For all Customer Service inquiries outside of those to our Long Beach office, please utilize our new email address: [email protected]

• Check our website for biweekly Operational and Customer Service updates provided in our Local News and Info page rather than calling or emailing for this information

• Utilize Hapag-Lloyd’s Navigator tool to access basic information including arrival notices

• Utilize our web site to make BL draft changes as well as booking amendments

• For Bill of lading related emails please include complete BL number in subject line

Besides the above information, please note the following mailboxes that remain unchanged:

• Manual Shipping Instructions, Bill of Lading/ Sea Waybill Draft corrections and approvals outside of the Long Beach office: [email protected]

• IMDG Submission outside of the Long Beach office: [email protected]

• Import Carrier Haulage Shipments/ Delivery Instructions Submissions outside of the Long Beach office: [email protected]

• Email addresses for Operations or Business Administration remain unchanged.

The new one mailbox applies to all inquiries except for our Long Beach office, for which the details have remained unchanged as listed below:

• Inquiries for cargo discharging in the Los Angeles/ Long Beach ports should continue to be sent to [email protected]

• For Export Booking inquiries: [email protected]

• For Documentation/ Shipping Instructions inquires: [email protected]

We are confident the investments that we are making in both technology and our new organization will provide a higher level of service to our customers. We appreciate your patience in these initial weeks.