G&O Maritime Group has introduced a new department, Customer & Commercial Development, to provide market-leading maintenance support to its customers. This department aims to expand data-driven guidance in maintenance, dockings, and systematic service, and will soon expand across several of the group’s brands.

The new initiative focuses on collecting and systematising data regarding customers’ vessels, equipment and their maintenance plans. As vessels approach their next scheduled docking, G&O Maritime Group reaches out to the owners or technical managers with a spare part package and maintenance proposal, customised to the specific condition of the equipment on board.

This approach relies on a comprehensive database containing detailed information about each vessel, including its age, technical specifications, and contact history. “We have developed a system that houses complete data for each vessel, allowing us to offer more precise, timely, and efficient service and support,” says Pernille Sembach Friis Jensen. She estimates that up to 1,000 vessels equipped with G&O Maritime Group’s products enter dry dock each quarter.

Added value for customers

Shipowners and technical managers benefit from receiving a customised spare part and service package, which includes better pricing and delivery times, extended warranties, and certification maintenance assurances from the maker of the equipment on board.

“Our new department specializes in preventive service and spare part packages tailored to the specific condition of our products on board the vessels,” notes Pernille Sembach Friis Jensen. “This approach helps customers avoid operational downtime and optimize their maintenance schedules. Minimizing off-hire is crucial in the shipping industry, and our new setup significantly supports this goal. Many vessels are equipped with multiple products from our brands, so it is advantageous for us to offer spare parts and services as a comprehensive package.”

Long-term goals and strategy

The department now includes representatives from four of the brands under G&O Maritime Group. To ensure the team meets customer needs, Pernille Sembach Friis Jensen often visit customers around the World and collaborates with global agents. “Our strategy includes expanding our global presence and establishing more service hubs. Our goal is to reach half of all vessels entering dry dock by the end of 2024,” she states.

Long-term, the aim is to include all vessels with the group’s products in the new service concept. “We have always focused on developing market-leading products. With this new initiative, aftersales and service will become a more significant part of our business, creating long-term value for our customers,” Pernille Sembach Friis Jensen explains.

The group is working on building internal synergies to deliver timely and efficiently as the aftersales strategy rolls out. “We can already see that the concept is successful. We receive positive feedback and experience increasing demand. Being closer to our customers helps us better understand them and the context in which our products operate,” concludes Pernille Sembach Friis Jensen.