The shipping world has seen transformative changes, but none as groundbreaking as the container’s revolution in the early 1970s. Before containers, goods were transported in break-bulk – a method that was less efficient and much slower.
The arrival of container shipping marked a monumental shift, with standardized containers streamlining the entire process. This advancement unlocked new possibilities; refrigerated containers made it easier to transport perishable goods, while specialized containers allowed for the safe transport of dangerous or out-of-gauge (OOG) cargo.
As the ports infrastructure supporting container shipping developed, the innovation sparked a race towards a new goal in the industry: operational efficiency. Shipping companies worked tirelessly to minimize port waiting times and maximize loading capacities, all to reduce downtime and keep vessels moving smoothly.
Fast forward to the 2000s, and it was no longer just about moving goods from point A to B. Shipping companies realized that to win over customers, they needed to offer an exceptional experience. This meant looking beyond the logistics and focusing on every touchpoint in the customer journey. It was about providing a complementary suite of services designed to make their entire shipping experience smoother, easier, and faster – what is better known today as customer experience.
Bridging the digital gap, the ZIM way
Hand in hand with this focus on customer experience, technological advancements also began to take center stage. Mobile applications, self-service portals and other digital platforms became essential tools for enhancing customer interactions.
Jump to 2020, and the COVID-19 pandemic brought about unprecedented global demand, leading many to assume it would accelerate the shift to digital-only solutions. Surprisingly, that didn’t happen. Despite the industry’s digital readiness, there was a gap: the lack of human interaction in an industry where communication is key.
ZIM redefined its digital presence not as the ultimate objective, but rather as a tool to provide better service. Since then, the strategy has been clear: digital solutions must coexist with personal service.
After years of searching, mapping, and analyzing customer behavior, ZIM found the perfect combination. Today, ZIM offers customers multiple ways to interact – whether starting digitally and switching to a phone call, email, or chat whenever they wish. This flexibility means customers enjoy the best of both worlds while benefiting from a service that remains personal and customer centric.
How was this achieved?
“By conducting interviews and in-depth discussions with customers, we realized the need to simplify doing business with us,” says Shlomi Butansky, ZIM’s Digital Solutions Director. “We started by making our registration process faster and more accessible. But that was just the beginning.”
Today, ZIM customers have direct access to manage their bookings with endless customization options. By providing a suite of relevant tools specific to their transaction, customers can easily find and manage any document related to their B/L, enhancing their experience with a seamless and intuitive customer hub – myZIM.
A one-stop solution for your modern shipping needs
ZIM has significantly advanced its well-known myZIM platform, evolving it into self-service model with enriched features designed to create a single gateway to all of ZIM’s digital resources.
The goal? Enabling customers to start and end their journey with ZIM in one single workspace.
However, this doesn’t mean they are left to their own devices – quite the opposite. This integrated approach fits with ZIM’s original vision: ensuring customers are not limited to one mode of interaction but are given the flexibility to decide which works best for them, with the option to pick up the process exactly where they left off.
What does this transformation look like?
Streamlined Booking Process
Space availability, tailored price quotes, and real-time updates on equipment accessibility – all within the booking stage.
Space availability, tailored price quotes, and real-time updates on equipment accessibility – all within the booking stage.
Enhanced Transparency
Value-added services like ZIMonitor are integrated from the very beginning, adding extra layers of convenience and transparency in real-time.
Value-added services like ZIMonitor are integrated from the very beginning, adding extra layers of convenience and transparency in real-time.
Detailed B/L View
A customized and comprehensive view of multiple bills of lading, diving into specifics such as container content and type. Notifications, relevant documents, and invoices will also be managed directly through the platform.
A customized and comprehensive view of multiple bills of lading, diving into specifics such as container content and type. Notifications, relevant doc…
ZIMonitor™: Elevating your cold chain
Transparency is more than essential in the cold chain industry. With the ability to track and monitor your valuable cargo 24/7, ZIMonitor makes it possible to optimize your logistics from start to finish. This premium, exclusive service is a big part of ZIM’s digital expansion and can easily be integrated into your refrigerated business with ZIM.
The best part? It’s managed directly at your fingertips, and available anytime with myZIM.
ZIMonitor combines technology with innovation, providing a service suitable for all types of sensitive or high value cargo.
Once activated, you can enjoy a comprehensive suite of ZIMonitor's features including:
Power Connection Alerts
Route Deviations
GPS Container Tracking
Hourly Container Readings
Supply and Return Temperatures
Access to Download Data to Excel/PDF
Planning your next shipment?
From fresh and frozen to sensitive and high-value cargo, our reefer experts ensure it arrives in perfect condition.
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