OPTIMISING PERFORMANCE Part of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company Customer Services Incentra Council Meeting Workshop August 2012

OPTIMISING PERFORMANCE North America 330 employees 30 offices 270 ports Europe 1500 employees 90 offices 1000 ports South America 130 employees 10 offices 130 ports Africa 300 employees 20 offices 140 ports Oceania 140 employees 25 offices 130 ports Asia 1000 employees 80 offices 450 ports Middle East 1000 employees 60 offices 100 ports The world’s largest maritime product and service network 14 Customer Services Centeres Wilhelmsen Ships Service is able to service our customers in 2,400 ports in 125 countries

OPTIMISING PERFORMANCE World class maritime solutions, synchronised to provide service around the clock and around the globe MARINE PRODUCTS > Pumps > Paint spraying equipment > Air tools > Workshop equipment > Cleaning equipment > Gases, refrigerants, cylinders > Refrigeration equipment > Welding MARINE CHEMICALS > Water treatment > Fuel treatment > Cleaning > Chemical service SAFETY > Fire protection > Personal safety > Life saving > Medical > Environmental > Safety service MARITIME LOGISTICS > Project Logistics SHIPS AGENCY > Ships Agency Re-Defined > Hub > Spot

OPTIMISING PERFORMANCE What we offer in numbers Delivering products and services to 24,000 ships world- wide Thousands of ships have their life rafts exchanged More than 500,000 gas cylinders in circulation Import and export of 900,000 TEUs More than 54,000 ports calls handled per year Marine product delivery every 2 nd minute 63 Million litres of chemicals 900,000 transactions

OPTIMISING PERFORMANCE Key elements of our strategy  Innovative product and service development  Geographical development to meet changing demand  Organisational and competence development  Continuous improvement of systems and processes We will, through highly recognised brands and an unparalleled global network, deliver products and services which significantly improve customers’ operational efficiency. By combining competence in terms of people, processes and innovation, we will shape the dynamics of the maritime service industry for the benefit of our customers.

OPTIMISING PERFORMANCE Vision and values Customer centred Understand customers’ needs so we can consistently deliver optimal solutions for mutual value Empowerment Involve, participate and contribute Teaming and Collaboration Share our thoughts, emotions and resources in open and constructive ways Learning and Innovation Creatively develop and use capabilities to improve the way we work and produce value Stewardship Use resources with integrity and effectiveness Shaping the maritime industry

OPTIMISING PERFORMANCE Customer Services Strategy Customer Services will be recognised as a key success factor in creating sales opportunities, developing customer relations and contributing to efficient operations.

OPTIMISING PERFORMANCE In order to offer comprehensive products, efficient services and solutions, we need to understand the customers’ needs. We make this possible by creating an organisation that is based on collaboration and interaction with our customers. In partnership with our customers

OPTIMISING PERFORMANCE Customer Services Customer Support TeamTechnical Services TeamShips Agency TeamCredit Team Product Specialists - Chemicals - Marine Products - Safety - Agency Sales Support

OPTIMISING PERFORMANCE Customer Coordinator - Key point of contact for our customers – total WSS offer - Quote & Order handling - Customer Support - Customer relationship building and understanding Specialist Support/ Contract Management - Key competence on the WSS offer - Follow up and support for customers on contracts - Support and assist Customer Services, Sales and customers on specific area of competence - Training the above on specific area of competence Technical Contract Management - Quote & Order handling - Customer Support and advice - Customer Relationship building and understanding Credit Control - Credit and collection management -Invoicing -Close cooperation with Sales - Customer support and customer follow up in close cooperation with Sales and Sales Support Sales Support - Customer analysis - Contracts/tenders support - Management of Customer/Contract data - General sales support - Align the work between Sales and Customer Services Customer Services Functions and key responsibilities

OPTIMISING PERFORMANCE Customer Services WSS Reliability: we care about our customers and they can rely on us to service them when needed in the appropriate manner Courtesy: we will handle our customers in a polite and friendly way always thinking about offering our customers good service and ensuring that they will come back to us for more Efficiency & Promptness: we recognise the importance of answering/assisting our customers when required, always with the objective of providing a solution to his enquiry there and then Empowerment: we have a clear understanding of our responsibility and what decisions we are authorised to make, providing us with the ability to respond confidently to our customers enquiries Rules to live by

OPTIMISING PERFORMANCE Part of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company Efficiency

OPTIMISING PERFORMANCE No. of issues Right product / version Right price / quality Confirm timely delivery Right time / place Storage overview BuyerSupplier How do you currently purchase?

OPTIMISING PERFORMANCE One point of contact Marine Link Efficient purchasing Access to all suppliers …through one point of contact accessing suppliers around the world? What if you could make your purchasing more effective?

OPTIMISING PERFORMANCE Future solutions provided through trusted partners World’s largest maritime network Specialising in Regulatory Products and Services, Marine Products, Unitor & NALfleet Marine Chemicals, Maritime Logistics and Ships Agency 4600 employees serving over 2200 ports Solid financial growth Leading Nordic IT company Specialising in developing, delivering and operating integrated IT solutions employees in 16 countries 2 billion USD annual turnover - profitable, also within e-commerce More than 200 customers of WSS is using the service today

OPTIMISING PERFORMANCE Together we can create solutions for more effective purchasing One point of contact Access to suppliers E-commerce Efficient purchasing  Integrated to your purchase system  Less punching of data  Less paper printing  Increase data quality  Handle bigger volume  KPI reports  Integrated to our sales order system  Increase service level  Prepare for other “e-” services

OPTIMISING PERFORMANCE Few requirements and easy installation Purchasing system Internet connection Installation and alignment of system information Requirements Easy installation No cost for WSS purchases A win / win solution

OPTIMISING PERFORMANCE So, how will you continue your purchasing? More purchasing orders handled in less time Suppliers price and data automatically entered into your purchase system Better data quality Reduced supplier response time

OPTIMISING PERFORMANCE MarineLink from Evry 4000 other suppliers Other portals like -SISCom, -SeaSupplier, -ShipServe Customer’s Purchase System Wilhelmsen Ships Service’s Customer Service Customer’s Purchase System Customer Integration Or

OPTIMISING PERFORMANCE E-invoice Paper invoice IFS CBSLink PDF invoice XML invoice Customer Services Electronic approval system linked to accounting and purchase Manual handling Delivery note Cylinder Statement Delivery note Cylinder Statement Delivery note Cylinder Statement

OPTIMISING PERFORMANCE Finger on the pulse >Made 30 deliveries to vessels >Had boarding officers on board 6 vessels >Carried out safety service on 2 vessels >Processed more than 135 transactions >Produced 15,000 litres of chemicals >Carried out 40 customer visits During this presentation, we have…

OPTIMISING PERFORMANCE Part of Wilhelmsen Maritime Services a Wilh. Wilhelmsen group company Thank you for your attention.