Evergreen Shipping Agency has reported unprecedented employee engagement since its move to remote work, enabled by Avaya technology. The company\u2019s roll-out of the Avaya Cloud Office by RingCentral communications and collaboration platform has led to record levels of customer service availability as the shipping industry navigates supply chain disruption and port congestion.<\/p>\n\n\n\n
Evergreen Shipping Agency is a local container carrier that operates ships and Twenty-foot Equivalent Units (TEUs) worldwide. When remote work was mandated in 2021, Evergreen sought to transform the way its employees engage with work through a reimagined collaboration system – a move Sam Read, Junior Vice President for Evergreen Shipping Agency, said was spurred by a former platform\u2019s limited capabilities.<\/p>\n\n\n\n
\u201cOur previous collaboration system was unstable and would often cut out during calls between customers and employees,\u201d said Read. \u201cWe needed to ensure customers were getting a superior experience as 90 percent of our staff transitioned to remote work. The smooth release of cargo depends on effective communication with our documentation and importation departments \u2013 as well as high levels of security and compliance on our part.\u201d<\/p>\n\n\n\n
The cloud-based Avaya Cloud Office platform enabled Evergreen\u2019s staff to work remotely and securely, with access to consolidated \u2018office in a pocket\u2019 capabilities, including video conferencing, messaging and calling. Read said this increased engagement between colleagues and the transition was completed with minimal disruption to Evergreen\u2019s processes, with flow-on benefits for customers.<\/p>\n\n\n\n
\u201cThe face-to-face interaction offered through video conferencing has really strengthened inter-departmental collaboration to a degree we\u2019ve not seen before \u2013 so much so we\u2019ve now totally transformed the way we operate, with remote work as a permanent fixture.<\/p>\n\n\n\n
\u201cOur staff can now enjoy greater flexibility, while our customers can contact staff outside the traditional working day. Plus, we can instantly add new agents to take on increased workloads when needed. Previously we had to wait up to two days for this to happen.<\/p>\n\n\n\n
\u201cIndeed, the increased customer service availability has played a part in easing the port and supply chain congestion issues that have been impacting the entire shipping industry.\u201d<\/p>\n\n\n\n
Read also said insights from the platform\u2019s data analytics functionality have helped Evergreen gain a new level of visibility into its operations, providing insights into where and how the customer experience can be taken to greater heights.<\/p>\n\n\n\n
\u201cWe now have a treasure trove of advanced insights into the customer experience we\u2019re delivering, which has given us a new ability to address the unique needs of customer. And this information is helping us make better business decisions – like increasing headcount in departments when required, or introducing staff training in areas the data revealed required improvement.\u201d<\/p>\n\n\n\n
Evergreen implemented Avaya Cloud Office with consultation and support from cloud communications firm and Avaya partner, Captivo, which delivered system integration and staff training to Evergreen\u2019s local workforce.<\/p>\n\n\n\n
\u201cThe whole world relies on successful movement of cargo by sea and the shipping industry has perhaps felt the impacts of supply chain delays more acutely than any other,\u201d said Peter Nejaim, Director at Captivo Australia. \u201cWith our team\u2019s expertise, Evergreen was able to make the transition to remote work without compromise to the customer or employee experience.\u201d<\/p>\n\n\n\n
\u201cAs the shipping industry navigated the unchartered waters of the last few years, it was crucial Evergreen\u2019s employees required access to smooth, efficient and reliable collaboration to provide certainty and transparency to customers,\u201d said Jeremy Paton, Team Engagement Solutions Lead Asia-Pacific (APAC) at Avaya. We\u2019re thankful to play a part in easing these operations and ensuring Evergreen\u2019s staff can do their jobs with flexibility and effectiveness.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
Evergreen Shipping Agency has reported unprecedented employee engagement since its move to remote work, enabled by Avaya technology. The company\u2019s roll-out of the Avaya Cloud Office by RingCentral communications and collaboration platform has led to record levels of customer service availability as the shipping industry navigates supply chain disruption and port congestion. Evergreen Shipping Agency […]<\/p>\n","protected":false},"author":21,"featured_media":18109,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1463,12,51,55,44,45,54],"tags":[3642,3644,3641,1680,3645,3643],"class_list":["post-18104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-apac","category-cloud","category-intelligent-technology-newsletter","category-oceania","category-top-stories","category-industry-verticals-trade-logistics","category-used","tag-avaya-cloud-office","tag-captivo","tag-evergreen-shipping","tag-jeremy-paton","tag-sam-read","tag-teus"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/18104","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/comments?post=18104"}],"version-history":[{"count":5,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/18104\/revisions"}],"predecessor-version":[{"id":18615,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/18104\/revisions\/18615"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/media\/18109"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/media?parent=18104"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/categories?post=18104"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/tags?post=18104"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}