Our team developed an app feature, that allows to report damage cases. We worked together with a manager of Hapag Lloyd, who was responsible for the whole support department. This way we could directly identify all pain points and challenges.
To report damage Hapag Lloyd clients had to write e-mails and it was not clear which kind of information they need to provide. This was long and difficult process. The new feature allows to report the damage fast and easily within a couple of minutes.