Measured outcomes
Port-call cycle time down 22%
Voyage delay attributable to port issues: down 41%
Stakeholder coordination email volume: down 78%
Estimated $14.2M annualized savings
The shipping line called at 380 ports globally. Port-call coordination (pilotage, berthing, stevedoring, customs, bunkering) was email + phone + tribal. Each delay cascaded into voyage cost. The COO wanted measurable reduction in port-related delays.
ServiceNow CSM for port-call coordination. Each port treated as a “service location” with all stakeholders (pilotage, berthing, stevedore, customs broker, bunker supplier). Pre-arrival workflow kicks off 96 hours before ETA. Real-time visibility for the port captain + voyage planner. Integration to vessel telemetry for ETA updates.
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