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珠海港ESG携手共进篇:多元发力,构筑客户服务新生态

Core Viewpoint - Zhuhai Port Co., Ltd. emphasizes customer satisfaction and service quality through comprehensive management and innovative service solutions Group 1: Institutional Safeguards - In 2024, Zhuhai Port revised its Customer Relationship Management System to enhance service quality and efficiency, ensuring effective communication with customers [2] - Six subsidiaries closely related to customers have improved their customer relationship management systems, and a dedicated complaint management channel has been established [2] - The ESG committee regularly reviews customer relationship strategies to ensure milestones are met [2] Group 2: Service Optimization - Zhuhai Port's subsidiaries have adopted innovative technologies to enhance service standards, such as the smart customs clearance system that increased automatic release rates from 75% to 95% and reduced clearance time from 102 seconds to 19 seconds, achieving an efficiency improvement of 81% [4] - Coca-Cola under Zhuhai Port has expanded its customer base by adding 8,700 active customers and deploying over 1,800 vending machines, significantly increasing market coverage and customer loyalty [4] Group 3: Communication Channels - Zhuhai Port conducts annual customer satisfaction surveys to gather feedback and understand customer needs, achieving a customer satisfaction rate of 92% for its subsidiary Xiangqiang in 2024 [5] - The company views complaints as a "service health check" and has established a comprehensive management system for handling customer feedback [6] Group 4: Privacy Protection - Zhuhai Port strictly adheres to national laws regarding data security and personal information protection, implementing various measures to safeguard customer data from unauthorized access and leaks [3][7] - The company employs contract constraints, access controls, technical safeguards, and employee training to ensure comprehensive protection of sensitive customer information [7] Group 5: Future Outlook - Zhuhai Port aims to continue expanding communication channels and enhancing responsiveness to customer needs, positioning each interaction as a foundation for building trust and driving sustainable high-quality development [8]