Port of San Diego: Customer Reference Video

The Port of the San Diego is a public sector agency with 600 employees. The Port manages the busy San Diego Harbor and administers and protects the public lands along San Diego Bay. Learn how the organization is using SAP solutions to standardize processes, streamline efforts, and improve customer service.

  • http://sapvideo.edgesuite.net/vod/videos/managing-complicated-business-areas-port-of-san-diego-rosato-06-ctv-01.mp4
  • 512
  • 288
    • Basically at that point we had 20 some departments and everybody was doing their customer service, their customer relationship in whatever manner they chose to. So there was really no standardization. We’re also a pretty siloed organization with the types of businesses that we ran. We had a very large we had the Maritime component, our real estate, we have environmental. So everybody was kind of off in their own world. And so there really wasn’t a lot of coordination between efforts or between the groups. CRM is not just about the widgets of the world. We really do have to worry about the services and from the public sector side. It really is based on services and how we deal with the constituents of our worlds. And it’s really making sure that we focus on that, and SAP has been very, very supportive of looking towards that way. Then with using the CRM module, we were able to start building some processes that took those transactions that we were creating, whatever the questions or the actions might be required, and getting it to the correct department. Whoever really needed to touch that and handle the issue, whatever it might be. Prior to that, we had phone calls being generated and transfers being all over the place so that five times or five transfers later, you were finally reaching your true point of destination. And, needless to say, the person on the other end of the phone was not always that pleasant at that point. So it really helped us standardize that type of a process. SAP CRM has helped the Port realize a couple of things. We’ve been able to do some process improvements. We had a permitting process for our parks and we have 16 parks along the tide lands, and the process to receive one of these permits was, it had many tentacles to it. It had a lot of people looking at it, touching it, and there wasn’t a lot of coordination efforts with it. One of the immediate benefits that we saw was that the volume of calls and transactions that were generated purely around the park permits, kind of put a spotlight immediately on it and said, you know, it’s time to take a look at this. It was a long process, but we were able to take that and refine the process and really kind of streamline now who touches it, who sees it, what do we do with it, what types of business rules are we putting around it. It made the process far more effective and efficient and the customers on the back side of it seem to be far more, they’re happier with it. They’re receiving their notifications far quicker than they’ve ever received in the past.
  • Tweet this Share on Facebook Share on LinkedIn Share on Google+ Email