Overview
Container Protect is a damage-coverage offering provided to customers at the time of booking or before the shipment arrives at its destination. Container protect prevents the customers from being invoiced for container damages that might happen at the time of stuffing/stripping the cargo. The CP1 offers limited cover, while CP3(purchased at booking) and CP4 (sold ~15 days before arrival) give unlimited cover per container. The aim is to cut post-shipment invoices and recover costs proactively.
Discovery
Multiple workshops were conducted with the regional CX teams to understand their current approach to selling CP and challenges faced. Due to multiple teams involved, we prepared a stakeholder map to identify key people required for continuous participation, feedbacks and inputs.
Followed by stakeholder mapping, I mapped out the entire journey to identify areas of improvements, pain points.
Problem
Divided Goals.
While the CP team’s main business goal was to push for CP sales to customers, the CX and Sales team main goal was to maintain business relations with customers and prevent customer churn.
Constant push to sell CP without proper insights.
Regional CP, CX, and Sales teams lacked insight into volume of invoices sent to customers, amounts invoiced, and customer recovery rates. Decisions to promote CP were driven primarily by shipment volume and relationships, leaving pricing static and sales growth slow.
Customers not convinced to purchase CP.
i
Solution
A new CP Dashboard merges recovery and invoicing data so teams can:
• See historical invoices and recovered amounts.
• Track customer-level recovery %.
• Flag low-recovery customers to upsell CP at the time of booking.
• Build a foundation for dynamic CP pricing by region, cluster, country, commodity, or customer.
Impact
The dashboard replaced guesswork with data, enabling targeted CP3/4 offers and reducing invoice volume. Revenue rose \$45 M in 2025—\$25 M above the $20 M target, while supporting future dynamic pricing and stronger cost recovery.
Isha Goyal 