Meridian Port Services Ltd. (MPS) has marked Customer Service Week 2024 with a series of actions aimed at improving relations with customers and enhancing service delivery. The week-long celebration culminated in a special event where customers and MPS representatives engaged in meaningful discussions about enhancements to the cargo clearance process.

The event began with a warm welcome from the Customer Service Manager, Madam Agnes Avorgah noting MPS’s dedication to continuous improvement and customer satisfaction, setting the tone for the day’s activities. This was followed by an informative presentation from the Stakeholder Engagement Manager, Mr. Charles Osafo, who provided a detailed walkthrough of the cargo clearance process. His presentation was instrumental in helping customers understand how their goods are managed within the terminal, ensuring transparency and efficiency.

As part of the event, customers were given a comprehensive tour of the MPS facility, providing them with valuable insights into the new developments deployed by MPS to improve efficiency. The tour highlighted MPS’s commitment to innovation and operational excellence, leaving customers with positive impressions of the company’s progress in enhancing the logistics chain.

The Chief Executive Officer of MPS, Mohamed Samara, addressed customer concerns and provided the necessary clarification on various issues.

“We encourage open communication and constructive feedback to help improve the company’s operations. We believe that collaboration and partnerships are essential for success. While we invest in improving the process, it is important that terminal users effectively use the systems to avoid delays and ensure smooth operations. For example, our data shows that Sundays to Tuesdays are barely used in the Truck Appointment System. It is important to spread out appointments to avoid burdening the scanners and causing service disruptions.”

In addition, the Chief Financial Officer, Mr. Steen Larsen, shared MPS’s ambitious goal to fully digitalize payment processes, focusing on secure and reliable payment solutions in the coming year.

Several customers observed that the time spent during Customs inspections, from the X-Ray Scanner to port exit, is longer than expected, particularly for containers diverted to Customs Intrusive Inspections. The forum addressed the issue, and the consensus was that with constructive stakeholder engagement and collaboration between statutory bodies and port operators, the root causes of delays in the intrusive inspection process can be identified and resolved to enhance overall efficiency.

Throughout the week, MPS acknowledged the unique role that different groups of customers play in its organisational growth. Customers who attended the event expressed their appreciation for MPS’s efforts to engage with them and address their concerns. They noted the significant improvements in the cargo clearance process since MPS advent into the industry.

In his closing remarks, Mr. Samara reiterated MPS’s commitment to providing high-quality service and maintaining open lines of communication with customers. He thanked the attendees for their valuable feedback and encouraged them to continue sharing their thoughts and suggestions.

The 2024 Customer Service Week showcased MPS’s dedication to enhancing customer interactions and delivering exceptional service. The event underscored the company’s commitment to innovation, efficiency, and customer satisfaction, setting the stage for continued growth and success in the years to come.