Business Scenario
An illustrative maritime shipping agency fields enquiries about vessel charter availability, port-agency services and bunkering coordination through WhatsApp, Instagram and Facebook. A charterer asking about vessel availability on WhatsApp and a port-agency question on Instagram may reach different staff with no shared history, so quotes get duplicated and management cannot tell which channel is producing fixed charters.
How Chronex360 Helps
- Capture and identify the lead: inbound WhatsApp, Instagram and Facebook conversations about charter availability, port-agency or bunkering requests can create/update the customer record and append the interaction to the communication history.
- Preserve the source: use Lead Sources, tags and channel information to segment vessel-charter enquiries, port-agency requests, bunkering coordination, corporate accounts and repeat charterers, then compare performance.
- Assign ownership: manually assign leads or use the configured round-robin lead-assignment strategy so the right chartering agent owns the enquiry.
- Qualify faster: use WhatsApp Business API Chatflows to capture vessel type, laycan window and cargo details through quick replies and forms; Instagram and Facebook messages remain visible for agent replies in the unified conversation workflow.
- Never lose the follow-up: create tasks and schedules for charter-confirmation callbacks and port-call deadlines, using status stages/Kanban views with overdue items visible to the team.
- Keep one customer history: notes, calls, SMS, email and supported social messages sit together in the lead activity timeline, so an agent can see a charterer's full negotiation history.
How This Can Support Revenue Growth & Better Management
The chartering desk can capture vessel type, laycan window and cargo requirements as soon as a charterer asks, assign it to the agent handling that trade, and schedule a follow-up before the fixture window closes.
Managers can separate new charter enquiries from fixtures being negotiated, review agent response speed, and flag charterers whose negotiation has stalled before signing.
The objective is more fixed charters per enquiry, faster port-agency turnaround and stronger repeat charterer relationships. Chronex360 turns a charter enquiry into a lead with source, owner, status, history and, where relevant, an order.
Where the agency sells packaged port-agency services, Chronex360 can extend the lead journey into commerce: list service packages in a catalogue, capture interest, generate orders, apply discounts, issue invoices and reconcile Razorpay/Stripe payments.
- A charterer sees a fleet-availability post on Instagram or Facebook and messages about a vessel, or taps through to WhatsApp.
- Chronex360 records the lead/source and makes the conversation available to the chartering team.
- The enquiry is assigned; a WhatsApp Chatflow can first collect vessel type, laycan and cargo details.
- An agent reviews the conversation, sends terms, and creates a fixture-confirmation task.
- The lead moves through statuses such as New → Terms Sent → Negotiation → Fixed/Converted (statuses configurable per agency).
- Management reviews enquiries by source, agent response time, negotiation-to-fixture conversion and revenue trends.
Implementation boundary: Chronex360 is positioned here as the customer-engagement and lead/order layer, not as a vessel-tracking, port-operations or maritime-safety system.
KPIs to Track in Chronex360
- Charter enquiries by channel
- Agent response SLA
- Negotiation-to-fixture conversion
- Follow-up completion
- Repeat-charterer conversion
- Revenue/orders by source