New Commercial Offer
June 28th, 2011
ValidationJune, 28th, 2011
ImplementAnalyze & enrichBrainstorm & create
Our approach to build the new Give & Ask offer2
Sales & Distribution offers
Operations offers
Other offers
Frequent flyer, claims,…
We have enriched our offers by: Mapping all the offers done locally to our top customers Identifying new offer proposals with Operations and Legal
Upon analysis, we raised some questions on a set of offers: Definition still not cleat enough for some offers Offers that seem not relevant for business purposes
Key objectivesWhat do we expect for this meeting?
What offers shall be pushed forward ?
When shall we implement the selected priority offers?
How to successfully implement them?
What shall we do we the other offers : dismiss or keep for later?
Key Account kick-off output
3 Sales & Distribution offers
Proposed at Seminar Principles Description of GIVE What to ASK in return When to implement?
24 hour contactNO direct access to opsEXTEND SERVICE through KAM in different time zones
Extended availability to escalation/repair processes via KA sales forceAccess to all layers : CSO/sales rep/MM/central KAM
According to KA segmentation criteriaPosition and associated services not granted
Promote group products
Granted access to RFT and Verticals
Customer dashboard Current KA project Dedicated dashboard that measures both their financial, operational KPIs
SVP, VP involvementAs part of new KA structure
Customer behavior follow up to balance bargain power
senior executive involved to handle big negotation or issue settlement
Dedicated global Key Account Manager
Key Account Manager at global level working at/with corporate to address Partners needs
Area correspondent Local correspondent appointed in each area to address Key Account needs and issues
Yearly global incentive Steering based on group priorities Partners will have a dedicated incentive program to reward their loyalty
Contract commitment on mix of volume, growth, market share, Value Added products, Targeted O&D, use of e tools
Equation deals in Europe To be checked Pro active proposal on discounts on
Equation products in Europe ( up to 50%) Volume on Equation product
Promotion Upfront promotion proposal for limited duration/routes : free service upgrade increase business on unconstraint legs
Added after Key Accounts Kick-off
4 Operations offers
Proposed at Seminar Principles Description of GIVE What to ASK in return When to implement?
Special Monitoring / Dedicated shipment control
USE current set of available informationAlready done, not 'regular specified' basis
Selected set of cases for which CFM like follow up is proactively done (new flow, special request, …)
Customer commitment against validated solution
Volume, Regularity, Density, use of e tools, acceptance, document
conformityCooperation to improve operations
on supply chain
Dedicated lane for acceptance
Propose FEASIBLE and USEFULL solutions on a case by case basis, linked to local deployments
Requires monitoring capability of customer compliance
Propose locally specific process based on actual needs
and validated by local ops
Implants
Door to door delivery
Direct to agent service
Direct delivery of loose cargo at the hubs
Priority boarding
Urgent shipment Customer help already practiced but not leveraged
Monitoring on urgent shipment/customer mistakes recovery
Added after Key Accounts Kick-off
5 Other offersFrequent flyer, e-program, claims,…
Proposed at Seminar Principles Description of GIVE What to ASK in return When to implement?
E-program Acces to innovation/ changes
Prior access to innovation roadmapAdvanced proposal for partnership/pilot programs on e-solutions
Cooperation on e-solutions and use of e tools
Faster treatment on claims
To be aligned with local segmentation / offer Platinum
§ Claim treatment time commitment lower for Key Accounts than for other customers
Recognition of its tier
§ In all systems, Key Accounts are tagged and recognized by all departments
Compliance Compliance Granted to all customer Proactive access to Group policy reciprocal
Confidentiality Proactive access to Group confidentiality policy reciprocal
Sustainable Development Proactive access to Group
policy/initiatives reciprocal
FFP corp cards policy
§ Frequent flyer pass will be granted to our top customers executives to reward their loyalty
Current investigation
Passenger facilities vouchers
§ Top clients executives will be given away free vouchers to access passenger facilities and ticket upgrade
Added after Key Accounts Kick-off Linked to PAX frequent flyer program
6 Offers to be further analyzed
Proposed at Seminar Description What to ASK in return What to do ?
Flown as planned commitment
right performance indicator (versus DAP for example) ? customer to improve its delivery quality ?commitment hold both ways ?
certain percentage of merchandises flown as planned commitment
Pre-booking
Open pre booking represents a risk of more shopping around,already done with allotments
Key Accounts have access to the booking a few days before other customers
Discount on prepaidCash in advance upon reservation as an ask § Pre-paid capacity will be discounted for
Key Accounts
Belly deals Core strategy of Group, why better deals ?Propose support on unconstraint routes
§ Better deals when the forwarder uses belly capacity rather than full freight
Priority access to capacity
Against High value ? Against repair ? § Partners have highest priority level than other customers in booking systems
Facilitate full freight operations
already done ? § When a customer book cargo capacity, AFKLMP will help him for the loading and transportation of its merchandise
BACK UP
7
Give & Ask
What already exists in the markets
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What specific solutions do you offer locally to your top customers to speed up their shipment treatments and improve quality?
When Solutions
Before acceptance Proactive communication before acceptance (to secure acceptance)
Before acceptance Dedicated truck on predefined days for pick up at the client
Before acceptance Implants for booking and shipment preparation
Acceptance Flexibility on limit hour of acceptance : for airway bill only or airway bill and shipment
Acceptance Acceptance outside infrastructure for specific goods (big)
Acceptance Specific acceptance door or dock for a customer or a specific flows
Acceptance Specific time slot for acceptance
Acceptance Procedures to accept sensitive merchandises before "real acceptance" (ex: Pharma put in cool room before acceptance)
Acceptance Early collection of shipments (outside opening hours)
In-station process Special palettization procedures
Repair Specific / faster predefined repair proceduresfor some specific flows
Tracking Dedicated flow monitoring or shipment tracking
Delivery Dedicated truck for a customer
Delivery Time slots for import deliveries
Delivery Fast shipment counter for delivery
Delivery Pick up outside office hours on predefined days
Delivery Dedicated delivery door
Delivery Dedicated & secured space for pick up (facilitate pick & avoid pilferage)
We shall leverage this already existing offers and brand them towards our Key Accounts