This post is also available in: Spanish
Just one week after Carlos Lozano joined DB Schenker Peru as the Country Sales Manager, the President of Peru declared a state of national emergency, and everyone was instructed to stay at home due to the Coronavirus. See how DB Schenker Peru took customers further, from home.
The situation became increasingly worse and Peru became the second-most-infected country in Latin America. During this time, there was a special need to support our customers. Carlos Lozano and his team decided to make some changes to the customer service and sales-facing models. They provided 24/7 customer service to react immediately to shippers, Schenker’s Asia offices, and all stakeholders to support and give a sense of urgency for all dealings related to COVID-19.
“We had early morning calls with shippers, networks, and customers to support as one team, so immediately new business started to move forward quickly. Special thanks to my colleague Sandra Garrido for coordinating everything.”
Carlos Lozano, Country Sales Manager in Peru
Deciding this was not enough, Carlos Lozano and his team also implemented a 2+2 initiative: quotes would be sent within two hours of receiving a request and followed up two hours later. This allowed Carlos and his team to have more visibility in results and give emergency priority for all quotes related to COVID-19. This initiative increased the hit rate, especially in airfreight.
Port congestion was also a problem during the Coronavirus outbreak. Therefore, Carlos and his team offered company-tailored solutions for customers to reduce their local costs and demurrage fees through better control of their goods. The customer response was nothing short of excellent.
“Our customers are very happy receiving quick answers and better negotiation for goods related to COVID-19. The result has been improved client relations, creating more opportunities for future collaboration.”
Sandra Garrido, Implementation Solutions Coordinator in Peru
Since DB Schenker colleagues in Peru were on lockdown, everything was organized from home.
Carlos and his team continued to provide exceptional service during this difficult time. Every day, the Sales Management Team had a call to review the best ways to support colleagues, especially those who are working on the front line.
Thank you, Carlos, for your exceptional guidance and for giving us an insight into your work. It is great to see that you and your team are working with such a passion to take our customers further, especially in challenging times.