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

8

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