Customer centricity at its core, building digital customer experience in focus

Digital customer experience is paramount in today’s interconnected world. Not only does it enhance customer satisfaction, but also drives business growth. Staying ahead of the curve, Allcargo Terminals (ATL) has completed digitalisation of all legacy processes through its myCFS portal and mobile application, that are allowed to be digitalised as per Indian Customs, all in a matter of nine months, powered by meticulous planning and timely roll-outs of initiatives.

An increasing number of customers prefer having digital access to services provided by companies, for service and purchase convenience at the comfort of the click of a button. Investing in intuitive interfaces and responsive digital customer service is a crucial element of customer centricity.

The digital edge 

Aiming to achieve higher process efficiency, greater visibility and ease of use for customers, along with service convenience and purchase convenience, the myCFS portal application launched its phase 2 in January 2024. This has led to digitalisation of several services, reducing visits to Container Freight Stations (CFS) in some cases, avoiding queuing at counters in others, increasing transparency and control for customers with track and trace, and increasing overall accuracy and efficiency.

Since the launch of phase 1 of myCFS in April 2023, which achieved significant digitalisation of customer interactions, myCFS has been leapfrogging towards milestones. Just nine months later, in January 2024, 70% of active customers have been onboarded as part of Phase 2. Presently, ATL has committed to further refining its features, training customer facing teams, and digitalising the remaining customer interactions

Among the features of myCFS are job order and nominations, for accurate nomination of containers and visibility, import receiving, so that customers do not have to visit the CFS, facility to upload documents online about work order for seal cutting, customs examination, import destuffing, and export carting truck so as to mitigate queues at counters at the CFS.

Features such as generation of updated history report for real time and accurate container status tracking, and direct download of weighment slip, have also increased efficiency while making significant savings of time and effort. 

Focus on customer centricity:

Customer journey, which is a summation of all the experiences a customer goes through while interacting with a company depends on all the touch points that are offered to customers for this interaction. The easier and more accessible the touch points, the better the customer experience. ATL’s myCFS portal and mobile application that brings to its CFS customers the convenience of faceless, contactless, and paperless digital services from the comfort of their home or office or during travel.