The forum gathered shipping agents and strategic partners to discuss operational challenges, collect customer feedback, and improve marine and port service quality
PT Pelindo Jasa Maritim (PJM), a subsidiary of state-owned port operator PT Pelabuhan Indonesia (Persero), held a customer engagement forum in Region 4 to gather feedback from shipping agents and strategic partners as part of efforts to improve its marine and port services.
The event, themed “Hearing Your Needs, Understanding Your Concerns,” brought together company executives, representatives of the Pelindo Group, shipping agents, and business partners to discuss operational and commercial issues affecting port services in eastern Indonesia.
Among those attending were PT Pelindo Jasa Maritim President Director Arief Hermawan, Commercial Director Suhendra Ratu Prawiranegara, Operations and Engineering Director Warsilan, Region 4 Senior Manager Capt. Santoso, and Pelindo Group management representatives.
Arief said the forum forms part of the company’s efforts to strengthen communication with customers and incorporate their feedback into service improvements.
“Customer input is an important foundation for improving our services. Through open dialogue, we aim to better understand customer needs and respond to operational challenges more effectively,” he said.
Commercial Director Suhendra Ratu Prawiranegara said the engagement was intended to deepen collaboration with customers while identifying opportunities to improve service quality.
He said closer cooperation enables the company to better understand customer requirements and develop service improvements that address operational challenges while supporting long-term business growth for both the company and its customers.
According to the company, discussions during the forum covered a range of operational issues, including vessel services, navigation, pilotage, vessel draft, digital system optimization, billing processes, and coordination with regulators.
Tubagus Patrick, Corporate Secretary of PT Pelindo Jasa Maritim, said customer feedback would be evaluated and followed up, particularly on operational matters that could improve service reliability and efficiency.
“The company is committed to ensuring that customer feedback is translated into concrete improvements to service quality, especially in operational areas,” he said.
The company said the forum is part of its broader initiative to strengthen collaboration with customers through regular dialogue and continuous evaluation of service performance. Feedback collected during the discussions will be used to support ongoing improvements across its Marine, Equipment, and Port Services (MEPS) business.