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Customer service

Customisation and integration

All our suites and applications can easily be tailored to suit your specific requirements. They have been designed to allow maximum configuration and customisation through a series of inbuilt settings in the database, XML style sheets, user settings and security definitions. This means that there is usually very little programming required during the implementation process. For customers with further requirements, our team of software architects and developers are highly‑skilled at modifying our applications to meet your exact requirements.

Also included in our software as standard is a highly flexible report writer allowing you to define the contents and layout of the reports you want to generate.

Our software includes a series of standard interfaces using EDIFACT, ANSI and XML, web services enabling them to integrate with your business partners (i.e. terminals, depots, port authorities, customs authorities etc.) and internally used packages like accounting, ERP, CRM and stowage planning systems. We have over 20 years experience of integrating our software with customers’ systems including many and diverse in‑house, bespoke packages.


Maintenance

We recognise the importance of our software systems to your business and we are committed to providing you with a comprehensive support and maintenance service. We also understand that you need to keep control of your costs. Therefore, we offer a choice of software support and maintenance contracts that provide cover on a fixed‑cost budget.

Our support packages comprise:

  • First level support – practical advice via our hot‑line to give assistance with using our software
  • Second level support – expert advice from our software developers and technical engineers to help solve technical issues
  • Updates and enhancements – regular software releases to update and enhance our applications

Support is provided from our two global support centres in Hamburg and Singapore as well as through our network of local partners, if required 24/7.


Training

We have a team of highly-skilled trainers with an in-depth knowledge of all our software applications together with general systems internet skills. This team is available to provide you with as much or as little hands-on training as you require and will quickly bring you and your team up to a level where you can derive optimum benefit from our software.