2. What has been the customer and operational advantages with the new set up after the HSW incorporation? Is it as expected? Can more be done?
Concerning the operational integration of Hellenic Seaways into Attica’s organization, it was completed as from last March.
A new organizational structure has been put in place in order to facilitate the operations according to the new size of the Group. Based on the new structure all operations are performed centrally and are streamlined independently from the brand perspective. The outcome of the above proved to be better than expected as all corporate procedures, as well as all operational systems have been integrated creating a unified environment which made the business life of all employees, suppliers and partners easier and more efficient. Furthermore, the new set up gives us the ability to exchange vessels despite their brand identity in order to better handle capacities, meeting this way demand with supply as well as serve our customer base appropriately without really caring with which brand of the Group they are travelling with.
But the above mentioned consist only the beginning of our action plan as we are planning to update all Group’s regulations, codes, policies and processes with emphasis to further operational optimization. In addition, we are working on reinforcing our company’s culture and core values in order to empower our work force.
As far as the customer advantages are concerned following the acquisition of Hellenic Seaways, Attica Group’s network has been broadened offering to passengers many additional destinations, by operating now in 4 countries, serving 60 destinations and connecting 71 ports. Furthermore, the Attica Group fleet consists of 31 modern and technologically advanced conventional as well as high-speed vessels, providing high quality transportation services for passengers, cargo and private vehicles, which meet the wide range of different needs of all our customers.
Moreover, our sales network has been expanded giving the opportunity to customers to purchase their tickets from 30 Premium Sales Agents and 81 Port agents for Blue Star Ferries, Hellenic Seaways and Superfast Ferries, plus 13 Premium Sales Agents and 2 Port agents for AML. In addition, our two central reservation systems are connected with over 10,000 on-line travel agencies.
Of course, there are a lot more to be done, one of which is to optimize every touch point throughout the customer journey offering a seamless experience. Being consistent with this, Attica Group is currently investing in the renewal of the internet sites of Superfast Ferries, Blue Star Ferries and Hellenic Seaways in order to offer a tailormade experience to each user, customized to his needs and preferences. Additionally, our Loyalty Scheme “Seasmiles”, already counting more that 300,000 members, is planned to be revamped providing more options to our members. We are also working on other innovative digitization projects as well as data driven personalization. Finally, we aim to refresh our onboard experience by offering new and better services.