Lome Container Terminal revamps customer service with one-stop model

Logistics

Friday, 17 April 2026 18:41

Lome Container Terminal revamps customer service with one-stop model

(Togo First) - Lome Container Terminal (LCT) on Thursday relaunched its customer service unit as part of a broader effort to modernize operations and improve user experience at the Port of Lome.

The move aims to shift the focus of logistics operations toward service quality, amid sustained growth in port activity and in line with ISO 9001 standards.

At the core of the overhaul is a one-stop service point designed to streamline client interactions. Billing and appointment services have been consolidated, replacing a fragmented system with multiple contact points.

"Our clients were facing delays and had little visibility into how their requests were handled," said Merveille Beguedou, head of customer service.

Complaints are now centralized, processed and tracked until resolution, with systematic feedback provided to users. The reorganization, aimed at improving responsiveness and service delivery, also includes the merger of certain departments, notably those handling scheduling and billing.

The relaunch comes as traffic at the Port of Lome rose 17 percent in March 2026, according to Edem Tengue, minister delegate for maritime economy, increasing pressure on infrastructure and organizational capacity.

"Performance is not measured by equipment alone, but also by the ability to resolve clients' problems quickly," Tengue said.

For LCT General Manager Tim Vancampen, the overhaul reflects a cultural shift toward world-class port services. It is built on four pillars: a single point of contact providing clear and simple access to services; an independent customer service unit reporting directly to senior management; a stronger focus on complaints management to ensure fast, effective and traceable handling; and a commitment to improving service quality and transparency.

The move comes as the operator deepens its partnership with MSC Mediterranean Shipping Company, the world's leading container shipping and logistics group.

In parallel, LCT is pursuing an investment program of around 100 million euros, including dredging works and the acquisition of new gantry cranes expected within a year.

With nearly 90 percent of its activity focused on transshipment, the terminal is a key link in Togo's positioning as a regional logistics hub. The customer service reorganization aims to reduce friction in local operations and inland transit.

The reform has been welcomed by the port community, although UPRAD (Union Professionnelle des Agréés en Douane), the professional union of licensed customs agents, said it expects considerably more effort.

With this overhaul, LCT is betting on service quality as a driver of competitiveness in an increasingly competitive port environment.

S.A

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