# ZIM Integrated Shipping Services

## **Providing a Digital Customer Experience & Improving Efficiency for Freight Container Tracking**

ZIM Integrated Shipping Services, Ltd. (ZIM) is a global ocean carrier with well-established operations serving a client base worldwide. ZIM uses digital strategies to provide customers with market-leading seaborne transportation and logistics services with a premiere level of service. One part of the [company’s digital approach to excellence](/content/solutions/broker-and-forwarder-enterprise-systems/digital-customer-experience/index.html) was to explore technology that could enable a customer-facing book on-demand solution without tapping internal bandwidth.

“Whenever we performed a task manually, such as responding to one-off emails or answering phone calls, it was simply not time or cost-effective to manage,” said Lior Frenkel, Ecommerce Business Manager from ZIM. “Beyond this, it is common for customers to have [regular shipments](/content/solutions/broker-and-forwarder-enterprise-systems/shipment-management/index.html) where we would need to enter booking information repeatedly. Eventually, we came to a critical threshold where we knew that we needed to invest in technology to not only speed bookings but to drive up productivity, connect to internal systems, and enable [freight container tracking](/content/solutions/broker-and-forwarder-enterprise-systems/advanced-ocean-tracking/index.html).

## **Streamlining Processes with Best-in-class Technology**

Mr. Frenkel continues, “Our goal is to have a 95% digital ecosystem. For us, a customer-facing platform was a pillar that was missing to improve digital adoption among our clients. In addition to the online customer experience, the Descartes Kontainers™ integration means that we spend less time correcting data and troubleshooting connectivity errors since information seamlessly populates our [transportation management system](/content/solutions/broker-and-forwarder-enterprise-systems/forwarder-tms/index.html)(TMS). Descartes is also responsive, listens to our feedback, and evolves with us in parallel to our needs.”

> “As far as why we selected [Descartes Kontainers™](https://kontainers.com/), we concluded that the solution provided the most robust customer journey with an effective mobile experience. I am happy with the decision to use Descartes to interface with our client base and to integrate with our back-office platforms.”  
> **Lior Frenkel, Ecommerce Business Manager, ZIM**

## **The Results**

#### **Improved Customer Experience**
Customers can now book on-demand through a white-labeled client-facing portal

#### **Integrated with Internal Systems**
The Descartes solution seamlessly populates ZIM’s internal platforms to reduce data entry

#### **Increased Efficiency**
Resources are freed from repetitive labor-intensive tasks to boost overall productivity

#### **Reduced Costs**
Smart automations and reduced labor means that ZIM can minimize operational costs

## **About ZIM Integrated Shipping Services, Ltd.**
Founded in Israel in 1945, ZIM (NYSE: ZIM) is a leading global container liner shipping company with established operations in more than 90 countries serving approximately 34,000 customers in over 200 ports worldwide. ZIM leverages digital strategies and a commitment to ESG values to provide customers innovative seaborne transportation and logistics services and exceptional customer experience.

ZIM’s differentiated global-niche strategy, based on agile fleet management and deployment, covers major trade routes with a focus on select markets where the company holds competitive advantages.

Additional information about ZIM is available at [www.zim.com](http://www.zim.com/).

###### **Success Story**  ZIM Integrated   Shipping Services, Ltd.
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[Download the PDF](/content/sites/default/files/inline-content/cs_zim.pdf)

##### **INDUSTRY WHITE PAPER**
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###### Freight Forwarders & Digitization: Customer-Facing Enablement
Filled with easy-to-understand practical take-aways, this piece focuses on opportunities to meet customer expectations for online visibility, continuous communication, and self-service access.

[Learn More](/content/lp/whitepaper_digitization_pt1/index.html)

##### **SOLUTION HIGHLIGHT**
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###### **Broker & Forwarder Enterprise Systems**
Digitize back-office operations, improve shipment visibility, and comply with customs regulations with Descartes.

[Learn More](/content/solutions/broker-and-forwarder-enterprise-systems/index.html)