Maersk - Improving global cooperation
Maersk increased Microsoft Teams use by 495%, improving global cooperation and strengthening its competitive advantage
Maersk Line is a Danish international container shipping company and the largest operating subsidiary of the Maersk Group, a Danish business conglomerate. Founded in 1904 by A.P. Moller, the company headquarters are in Copenhagen, Denmark. Maersk is one of the largest shipping companies in the world, with 110 000+ employees across 130 countries and 700+ container vessels deployed.
Background
Maersk was in the process of transforming from a conglomerate to an integrated organisation, using Microsoft 365 and Teams to facilitate collaboration and break down silos. This transition made Maersk a more agile, responsive and collaborative organisation, ready to tackle challenges confidently.
Challenges
How to drive productivity and collaboration across the organisation
How to improve customer service
How to streamline communication with frontline workers
Adoption advisory and assets from start to finish
In 2018, only 15% of Maersk employees were using Microsoft Teams. Open, a member of the Microsoft Partner Network, helped Maersk increase the adoption and use of Microsoft Teams, leading to increased productivity, improved communication, and reduced business silos. Teams adoption has been a significant success for Maersk, and the platform continues to be an essential tool for the company's collaborative efforts.
Open contributed by…
Identifying locations where adoption rates were low and developing personas to target local communication
Mobilising local communication ambassadors to promote the adoption
Using existing channels (incl. Yammer) to drive deployment communication
Helping to find, create and share personal success stories from early adopters
Helping craft global ‘final call to switch’ messages
Introducing a Teams chatbot that could answer FAQs
Celebrating successful adoption with, e.g. videos and infographics
Hepti Yammer chatbot
Improving customer service and boosting collaboration with Teams
Maersk's adoption of Teams enabled real-time interactions about customer booking confirmation. This improved customer satisfaction and helped Maersk maintain and defend its position as a leading global shipping and logistics provider.
Building an inclusive, sustainable future
As Maersk employees experienced the improved efficiency of virtual collaboration with Teams, communication barriers within the company eroded, travel costs fell, and sustainable business objectives improved.
Outcome
A 495% increase in Teams use after the campaign
Mobile use of Teams increased by 25%