ICTSI enhances customer experience at MICT
MANILA International Container Terminal (MICT), operated by International Container Terminal Services Inc. (ICTSI), continuously innovates to improve customer experience and boost supply chain efficiency.
MICT has leveraged technology to introduce digital solutions to enhance transparency and convenience for port users. Customer experience in ports involves complex interactions between stakeholders, including customs authorities, shipping lines, freight forwarders, truckers and cargo owners.
ICTSI’s Advance Customer Transaction System (ACTS) transitioned all payments to a digital platform during the global health crisis, ensuring safety and efficiency by allowing transactions to be completed remotely. This move also aligns with the government’s push for online platforms and digital payments to improve the ease of doing business.
MICT introduced the ICTSI Support Services Assistant (ISSA), a 24/7 chat service designed to provide instant responses to inquiries, enhancing customer interaction and expediting transactions.
Christian Lozano, MICT chief operating officer, said, “ISSA enhances our support services by enabling us to respond to queries more quickly. The sooner we provide answers, the faster we can address client concerns and expedite their transactions.”
The Terminal Appointment Booking System (TABS) also optimizes cargo movement by allowing trucking companies to schedule specific slots for container pick-ups and drop-offs, reducing congestion and improving productivity.
“Having a structured framework for truck arrivals benefits all the stakeholders in the port. TABS helps our clients plan their trips more effectively, leading to potentially lower costs. It also helps us to improve our productivity by enabling us to allocate our resources more effectively and address operational challenges more proactively,” Lozano said.
The Truck Manifesting feature of TABS further streamlines the gate process for external truck drivers by allowing advance submission of booking details and minimizing queues during gate processing.
MICT launched the Kalakbay Rewards loyalty program to encourage loyalty and efficiency among truck drivers by providing points for successful transactions, which can be redeemed at partner establishments.
“Creating the Kalakbay Rewards is one of our ways to express appreciation to our partner drivers. We understand the important role they play in the logistics chain, and we aim to add value to their trips to MICT through this incentive program,” said Lozano.
The ICTSI app enables port users to monitor shipments in real-time, facilitating better logistics planning and decision-making. These initiatives underscore MICT’s commitment to ensuring seamless cargo movement, transparent processes and a streamlined customer experience, ultimately contributing to a more competitive port and efficient local supply chain.