CUSTOMER DEMANDS
CROWN WORLDWIDE GROUP
86 niche . We handle complex and difficult projects like hotels and workplaces . Recently , we have invested in growing the workplace relocations side of our business and it is growing rapidly . We have also extended to what we called ' workspace ' where we are the overall project manager of a workplace project including design , construction and fit out ."
Lastly , the company operates a wine storage business in Hong Kong . With storage located 20m underground in World War II ammunitions bunkers , this operation is dedicated to the meticulous handling , storage , long-term maturation and ultimate enjoyment of wine .
CUSTOMER DEMANDS
Providing real-time information and guaranteeing quality assurance to customers , Crown has invested in a systematic digitisation programme to overcome such complexities .
“ Customer demands about the seamlessness and the quality of these processes are evolutionary . It continues to change and put pressure on us to invest more in the right types of equipment , technology , facilities etc .,” observes Madrid .
“ We hold advisory board sessions with our customers and talk about where we ' re both going . It allows us to create a better bond and ensures our services continue to meet our customers ’ changing needs .” Customers expect instant information - from the location of shipments , to the status of their visas . Crown has therefore overhauled its systems and processes with the customer in mind .
“ Such on-demand , personalised access of information , with services such as Netflix and Amazon , have been translated into the corporate world ,” explains Patrick Kenning , Global Director for Crown Worldwide ’ s Intelligence Hub .
“ Digitisation and innovation is helping us differentiate ourselves , add more speed , offer more flexibility and provide a personalised approach through our various business models . “ The corporate customer increasingly expects businessto-business integration , for
JULY 2018