Hapag-Lloyd, a global leader in container shipping, faced operational challenges in managing the timely and secure exchange of shipping documents—especially during peak hours. Limited counters, long queues, and restricted service availability led to delays and customer dissatisfaction.

To overcome these hurdles, Fonzel introduced a self-service Smart Locker system, branded as the “Smart Counter,” at Hapag-Lloyd’s New Delhi office. Equipped with 47 secure metal compartments and Durolt Smart Locks, the 24×7 access-enabled lockers provided a fully automated solution for Pick-Up and Drop-Off (PUDO) of shipping documents.

With this system in place, Hapag-Lloyd optimized its customer experience while also achieving substantial operational efficiency—saving the equivalent of two full-time resources and reducing queue-related bottlenecks.

Key Highlights

• 24×7 Availability: Customers can collect and deposit critical documents anytime, without being restricted to business hours.

• Enhanced Efficiency: The automated locker system streamlined service, cutting down waiting time during peak hours.

• Operational Savings: Reduced staff requirement led to an annual OPEX saving of approximately INR 10 lakhs.

• Customer Delight: Seamless, contactless interaction delivered a superior experience and built stronger customer trust.

Impressed by the success at New Delhi, Hapag-Lloyd now plans to expand the Smart Counter model across its offices in India, the Middle East, and Africa—marking a new era of digitized logistics operations.