DFDS Seaways Pilots New Mobile Booking System For Freight Customers
Award-winning cross Channel ferry operator, DFDS Seaways, is trialling a new freight booking system for customers wanting to book via mobile and tablet devices. The new booking technology has been developed in response to feedback from a recent Customer Focus Initiative (CFI) and Freight Driver Survey, which included input from freight driver customers as well as management and office staff.
Feedback from the survey and CFI highlighted a desire from our freight customers for a more user-friendly booking system that would be faster and easier to access and which would also be available 24/7.
The new booking system has been developed by DFDS’ IT development team, which has worked closely with the Freight Customer Service Department. The working group started the improvement project last November and the new system is currently being trialled by six freight customers. Initial feedback has been extremely positive.
Wayne Bullen, Freight Sales Director at DFDS Seaways comments:
“Customer service is at the heart of everything we do, which is why we have been talking to our customers to find out where we can make improvements to our current offering. The new booking system is one of the key outcomes from this process, and we are hoping to be able to roll this out to all Channel freight account customers in the next couple of months.
“Other service enhancements resulting from the CFI and driver survey include a continuation of the free main meal available to all freight customers using our Dover-Calais and Dover-Dunkirk services, as well as an increase in DFDS branded goods available to buy in our Road Kings Shop, which can be purchased at a discounted price. We are also in the process of constructing a new couchette sleeping area in the quiet lounges onboard our Dunkirk vessels for drivers requiring a legal break period during their Channel crossing. Drivers on our Calais service can also request use of allocated freight driver bunk beds at reception.”
Further improvements include the introduction of a Twitter feed keeping customers on the road up to date with ferry service and port information @DFDSChnlFreight, which has been warmly received, and a new secure truck stop just outside the port of Dunkerque is expected to be opened in October 2014.
All DFDS Seaways vessels on the Dover routes are equipped with dedicated freight driver facilities. In addition to the Road Kings restaurants and lounge area, DFDS Seaways also provides freight customers with showers, a quiet area with reclining chairs, complimentary tea and coffee and free wifi, to help drivers fully unwind onboard and continue their onward journey feeling refreshed.
DFDS Seaways carries both driver-accompanied vehicles, as well as unaccompanied trailers. We also use the latest equipment to help detect clandestines at the Port of Dunkirk, providing drivers with peace-of-mind and ensuring that all vehicles travelling on our services are thoroughly checked. Our Freight Operations office is also open 24/7, ensuring that customers are able to seek advice on bookings, trailer checks or transporting hazardous goods. All DFDS Seaways ferries are fitted with electric plug-in facilities for temperature-controlled transport and include special cargo space for the transport of hazardous goods.