Introducing our new Case Management System - Canada
(Florham Park, NJ)… As always, we strive to understand and listen to your needs and challenges when it comes to moving your precious goods around the world. To improve the way we manage your requests, we will implement a change to our customer service email addresses as we move to a centralized Case Management system in North America.
This change will allow our customer service representatives to capture, access and manage your communication more effectively than before. This translates to faster turnaround time in response to your case while bringing you an improved customer experience. Please note, our phone system will remain unchanged.
Effective February 27, 2023 the Canada email addresses for Customer Service will be changed to:
All group addresses formerly used for communication with Customer Service or Documentation will no longer be active.
The benefits to you are simple:
- There is no need to remember multiple email addresses
- There is no need to call to confirm your email was received
- All communication for a single request will be visible for our colleagues in one place
When we close your case, we will send you a mail explaining how we solved it. We invite your feedback on how we handled your issue, through a “smiley system”, as shown below:
How satisfied were you with the way we handled your request?
We are confident that with these changes, you will experience a more consistent and effective engagement with us.
If you have further questions about this upcoming change, please do not hesitate to contact us. We thank you for your business and look forward to continuously serving your global transportation needs.
Thank you for your continued support!
Hamburg Süd Customer Experience Team