Suzano's Challenges

Suzano is always looking to improve the management of its operations. The company found that they lacked tracking damages, thus increasing the number of events. The inspection processes were no longer effective and began to affect product value, team efficiency, and customer experience. 

Wellington Soares, Transport Operation Analyst, says, "Depending on the damage, we had a significant loss in product value. It had a huge impact for such a product." 

With this scenario, Suzano realized they had to innovate its operations and recognized that Cargosnap would be the success key to overcoming the challenges of: 

• Improve NPS (Net Promoter Score). 
• Improve agility and reliability in cargo inspection. 
• Build a cargo traceability process. 
  

“Damages were a major pain point in the warehouse, we didn't have a process to track their causes. Now we can have damage traceability and eliminate errors with Cargosnap."

Gabriel Silva, IT Analyst.

The beginning of a digital transformation

In 2019 the Operations team underwent a digital transformation with Cargosnap. Previously the operations team did not have a process for tracking damages.

With an easy-to-use interface and ability to integrate and customize, Cargosnap began to play an important role in Suzano's inspections, bringing visibility and standardization process. 

Ana Hisano, Operations Supervisor says, "With Cargosnap we mapped out damages, making it possible to identify causes and where they happened. One of the most important Cargosnap benefits is the ability to communicate between teams, allowing everyone to access inspection documents on a single platform.” 

“We were used to tracking damage via WhatsApp. The team would send photos of the loads; however, they did not contain a reference number linked to the documents. It took an average of 5-6 hours to determine which cargo the client was referring to. With Cargosnap, each load is associated with a reference number, and all the necessary documents are available to everyone in seconds.”

Wellington Soares, Transportation Analyst. 

Results: 81% reduction in pulp cargo damage and elimination of customer complaints

After 18 months of working with Cargosnap, Suzano's inspection process had great improvements, such as: 

 

• Digital inspections 
• Elimination of customers complaints. 
• End-to-end cargo inspections visibility. 
• Identifying the cause of damage 
• Inspections shared in real time. 
• Mitigation of typing errors in seals. 

By mapping out and viewing the damage, the team can measure the efficiency of each stage of the inspection process and prevent errors. "Cargosnap brought us much more efficiency and certainly solved our traceability challenges", says Wellington. 

Another success for Suzano was eliminating all customer complaints. The company began offering end-to-end inspections and sending customers reports of how the cargo is handled in real-time. 

"It is important to mention that we’re able to fully customize our workflows and integrate with our internal system. Cargosnap is an easy-to-use tool, and we don't waste time in the checklist process", adds Gabriel. 

Since the implementation, Suzano has shown excellent results with damage tracking and inspection of containers performed by the Offshore terminal. 

They're segmented into three sectors: Pulp, Paper and Consumer Goods. All work with Cargosnap and together they have performed thousands of inspections. 

“With Cargosnap we are able to map out the entire inspection process, from production to shipping. We send reports on how the cargo is being handled in real time.”

Ana Hisano, Operations Supervisor.