HAPAG-LLOYD
How Hapag-Lloyd is driving new growth through digital customer experiences
In order to maintain their position as quality leaders in a globalised and price-sensitive competitive environment, companies must create new digital services and distinctive customer experiences – particularly when their services span the globe.
Digital Opportunities in Logistics
The logistics sector is particularly affected by this development: whilst the core processes remain essentially stable, there are a wide range of digital opportunities for automation and new, complementary services for customers. Innovation and value creation are also increasingly taking place in related service areas, such as tracking and insurance.
InnoLab as a breeding ground for digital innovation
To create engaging customer experiences whilst developing digital services, whilst at the same time providing a future-proof and scalable technological foundation, iteratec supported the development process from joint ideation, through prototyping, right through to technical implementation. The project’s own InnoLab provided spaces for experimentation to facilitate collaborative idea development and the testing of new technologies.
In this way, five customer-focused digital services have been implemented so far during the project period:
Hapag-Lloyd Navigator
View bookings, download invoices and access quotations – all this is possible at a glance with the digital Hapag-Lloyd Navigator. Customers receive a complete overview of their bookings and the associated quotations, invoices and bills of lading. The Navigator is seamlessly integrated into Hapag-Lloyd’s online services and is available to all customers worldwide.
Integrated into the Navigator, the HL Live application allows users to access real-time information on the status of their containers, such as temperature profiles, GPS data or track-and-trace data.
The app enables users to take out insurance for individual consignments via the online customer portal. Every step, from generating a quote through to payment and downloading the insurance documents, is carried out as part of a seamless digital workflow.
This feature enables the digital creation and editing of consignment notes, thereby speeding up the completion of this key document.
The interactive quality management portal displays up-to-date KPIs, such as the speed of booking confirmations or waybill confirmations, dynamically and in a way that allows them to be filtered by time period.
Mobile access to all applications
With the exception of the Draft Cycle, all applications for Hapag-Lloyd’s customers are also accessible via the cloud on mobile devices, thus ensuring a flexible and convenient user experience at all times.
Achieving quality leadership through agile methods
To support Hapag-Lloyd in actively expanding its service portfolio beyond the development of individual digital components, iteratec also provided the organisation with agile coaching and training in methodologies. In the process, existing technological structures and rules for collaboration were scrutinised, technically reviewed from the users’ perspective and redesigned. This created opportunities and scope for groundbreaking innovations that helped Hapag-Lloyd make lasting progress towards achieving its quality objectives.
- Microsoft Azure Functions (Java, MS SQL)
- VueJS
- REST interfaces
- Terraform/CloudFormation
- Cloudflare
- AWS
- Scala
- GitLab CI/CD
With a fleet of 248 modern container ships and a total transport capacity of 1.7 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. The company employs around 13,000 people across 394 offices in 129 countries. Hapag-Lloyd has a container fleet of around 2.6 million TEU – including one of the largest and most modern reefer container fleets. A total of 122 liner services worldwide ensure fast and reliable connections between more than 600 ports across all continents. Hapag-Lloyd is one of the leading providers in the Transatlantic, Middle East, Latin America and Intra-American trade lanes.
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