Imtech Marine will reshape its Radio Holland organization in the US. Key initiatives include the expansion of the service network to an increased number of ports; the broadening of the product portfolio; the consolidation of service dispatch and back office functions into one central location; and the increase of flexibility of the current logistics operations.
Expansion of the Network
Radio Holland will place service engineers in additional ports around the US. In the initial phase the company will expand to serve 15 locations, by adding 4 new ports to itsnetwork: Charleston - SC, Savannah - GA, Corpus Christi – TX and Portland – OR. Through the expansion of the network, Radio Holland USA can better serve customers in all ports without the delay.
Broadening the Portfolio
Improving Customer Service
Radio Holland USA is investing in a central Customer Service Management department located in its Houston, TX corporate headquarters. This includes a new service dispatch platform and software, which will significantly improve response times for call handling and dispatch. It will offer the option of one point of contact for the customer to request service from coast to coast, as an alternative to contacting the local representative. Major improvements will be achieved in communication and handling of calls as ships move from port to port with no hand-over needed from region to region. Local service engineers and central coordination will ensure continuation of first class service in all locations.