Customer support in new ways

Managing customer relations during the pandemic can be challenging, although this unprecedented situation offers space to explore new innovative digital customer services. A good example of how Maritime Advisory quickly adapted to the new situation, whilst providing an alternative way of supporting clients, is the offering of online workshops that you can read more about below. Thank you to all our employees for being flexible and inventive during these times!

TEXST: CHALOTTE BJØRN

Magne

DESIGN ASSESSMENT

During the COVID-19 pandemic Sarath Raj, Principal Consultant, set up an online workshop to facilitate the approval of a design assessment by the Flag in order to meet the yard’s schedule of a vessel which was due in early May. The workshop, organized at a very short notice, involved many stakeholders – the yard, designer, supplier, vessel owner, Flag and the DNV GL team had the opportunity to virtually meet and provide their input to the final report. Preparation is king Given the total number of people (18) and the duration of the workshop (one day instead of two), the effective preparation prior to the meeting was essential to the success of the online discussions. At the same time, the nature of the event offered the unique opportunity of having a full involvement of relevant personnel as well as covering the scope of the meeting within the day. At the end of the workshop, the client appreciated the quick turnaround, the efficient use of time, and above all the coordination of all the relevant parties.

“By no means, the DNV GL first fullfledged digital workshop presented several challenges in terms of preparation, coordination and management of the event and participants,” says Sarath Raj. “However, as compared to the traditional face-to-face workshops, the digital version presented several benefits, first and foremost the flexibility of the location. No time-consuming travel arrangements were required and no practical arrangements (such as lunch, emergency briefing and transportation) were necessary on this occasion.”

OTHER ONLINE BENEFITS

In addition, the informal setting of the ‘home-office’ increased the comfort of the participants who could easily log in and out of the workshop when any parts were irrelevant, which allowed them to join other online meetings or complete any other outstanding jobs. Face-to-face workshops, or meetings in general, don’t always allow this type of flexibility and efficient way of working, so in a way the online workshop increased the productivity of all the participants.

“Digital workshops are definitely challenging, but the experience and the learnings can be interesting and can improve our customer relationships”, adds Sarath Raj. “However, preparation is key, and it includes a smart use of the time, coordination and engagement of the participants, as well as good digital skills”.

Drafting a concise agenda and sticking to it, as well as timing the breaks and wrapping up the event with expectations and next steps are also some of the tips and tricks recommended by Raj to effectively run digital workshops.