CGSA launches Project RISE

In September, Contecon Guayaquil S.A. (CGSA) launched Project RISE, a company-wide initiative to strengthen customer experience through simpler processes, digital solutions and a consistent service culture.

As the terminal grows, so does the complexity of serving its diverse customer base, which includes shipping lines, cargo owners, truck drivers, customs agents, freight forwarders, and logistics operators. Project RISE provides a structured approach to managing this complexity while ensuring that customer service can scale with the business.

Digital solutions such as E-Sea Connect, Salesforce-based case management, intelligent phone services and performance dashboards are being integrated to provide customers with greater visibility, traceability, and self-service options. These tools are supported by clearer service standards, response times, escalation processes and root-cause analysis.

While Project RISE was launched by the Commercial team, customer experience extends beyond one department. A network of 40 cross-functional ambassadors is supporting its implementation and helping turn the project’s principles into everyday actions across the organization.

Project RISE is strengthening The Contecon Experience by combining operational excellence with a service culture that makes the terminal easier to work with while supporting sustainable growth.