Customer Centricity

Customer Centricity

An International Juggling Act

Whilst operations in the UK had to deal with juggling extra logistics and changing UK rules during the first lockdown; imagine having to deal with teams and customers who were from several different countries all operating under different lock down rules and having to continue operating 24/7 in the waters around the UK.  

The Marine team had to do just that, whilst many worked remotely as well, and have given a great account of their challenges in the latest ‘Masked Heroes’ update.  Even sourcing enough food for the crews whilst they were on board became an unlikely challenge during the early food shortages. With a three-week crew rotation, many crew members where ‘stuck’ in their home countries unable to get to the ships at times. In addition, their international customers all needed the teams to abide by different rules during delivery in the various ports which needed very close communication between everyone.

On top of that, the team were trying to get the CEMEX Go Innovation built in Romania with international parts due to arrive and team members from the likes of Italy and the Netherlands needed to finish off the new dredger.  Inevitably there were delays, as Romania totally shut its borders at one point.  The UK team only just managed to travel back from Romania before the second lockdown came into force.  Thankfully, it is now back on track and due for delivery to the UK in the Spring of this year.

Like many of us the entire team has been challenged in ways they never even dreamt of, but through collective resourcefulness and dogged determination they managed to find solutions and continue serving customers throughout.

The full account can be found in the download section of the UK News website here

The photo was taken of this group who were in a COVID isolation ‘bubble’ whilst working on board the new dredger, hence they are standing next to each other.