ShipServ CONNECT

1 Welcome to our new buyer newsletter Search by IMPA code on ShipServ PagesThis month we have joined forces with the International Maritime Purchasing Association (IMPA) to simplify and speed up product sourc-ing through our online supplier directory ShipServ Pages and this will help buyers and suppliers save time and benefit from more accurate requests for quotation, pre-populated with IMPA product codes will be displayed automatically to purchasing managers us-ing ShipServ Pages to source automatically-suggesting IMPA codes for product searches, we hope that buyers will save time in locating specific parts or products. Buyers can also use the IMPA code where known, to search for specific products directly. This partnership between ShipServ and IMPA delivers a lot of benefits for buyers and suppliers alike, with even more precise matching on searched products.

2 We expect to see a huge increase in catalogues uploaded to Pages with IMPA codes as a result of this enhancement and this will lead to an increase in number of transactions carrying IMPA codes for the benefit of a fast and effcient sourcing process. says Kim Skaarup, ShipServ s Chief Operating Officer. ShipServ already works with IMPA to licence their Marine stores guide through our ShipCat Catalogue Management tool so this is an extension of the coming months, we hope to ex-tend the auto-population to RFQ creation forms, so please watch this space. The other major development on ShipServ Pages, has been the contin-ued growth of our brand management functionality by major suppliers with over 30 well-known brands including Wartsila, JP Sauer &Sohn, MAN B&W and ABB taking out exclusive brand zones, which are now live on the site and allow buyers to see all authorised agents that have been verified by the brand owner.

3 The Brand Management tool allows brand owners to control and monitor suppliers in ShipServ Pages that claim to be their authorized business gives me great pleasure to bring you this first edition of our Client News-letter aimed specifically at our global base of ship owner, ship management and ship yard clients, otherwise known as the community of ShipServ buyers. Over the last ten years, our buyer base has grown considerably in size and this has been matched by the vast expansion of our Client Relations department from a small team of a couple of people based in Copenhagen to a team of more than 20 people across the world. The purpose of this newsletter is to provide you with the most up-to-date information about the latest ShipServ product developments, partner integration news and allow our clients insight into the personalities and responsibilities of our Client Relations team, that of course starts with our Customer Service Centre in also aim to inform you of all de-velopments on ShipServ Pages that will improve your sourcing process.

4 I would like to thank you all, for your continued use of ShipServ Tradenet as I know many of you have been with us since the very early days of ShipServ . In the last few years, the shipping mar-kets have been undergoing a vast amount of change, and this can be equally applied to the maritime e-commerce landscape and through it all we have learnt some valuable lessons on how we can optimise our services so that clients get the most out of our trading platform. We hope to convey these tricks and tips to you in this and forthcoming editions of our newsletter. We will also be showcasing our product developments at our user conference next month which is part of SmartShipping, so please come along. Lastly, I would like to thank all my team in helping me to compile this newslet-ter and would urge you to contact us at if you have any suggestions for future editions or if there are any issues you would like covered in further detail.

5 Mikael WeisSenior VPClient RelationsShipServA newsletter for our community of ship owners, ship yards and ship managers September 2011 Issue 1IT has been a busy few months for the ShipServ Product Development team over the summer and we are delighted to announce some latest enhancements and features to the TradeNet platform that we think will benefit all our purchasing managers in their daily use of the system. One of the most common queries we have received is the ability to add attach-ments and I am delighted to say that we have now implemented this capability across TradeNet. This means that documents can be attached to both RFQ s and Purchase Orders and sent straight to suppliers and alleviates the need to send such docu-ments via separate emails, where they can be misplaced.

6 Multiple formats of files can be sent so photos, spreadsheets, word processing documents, etc. Up to 10 files can be at-tached to a single transaction adding up to a maximum of 3 capability is generic, so any system can utilise this new feature if it can gener-ate the correct export. At the moment, the following systems are either live or scheduled for roll-out: SpecTec AMOS Business Suite ABS-NS5 ShipNet SNAPS GL Ship Manager ShipLink/WebBuyerAlthough the export itself is generic, each partner system handles attachments slightly differently, so we suggest that you follow the correct procedures when at-taching files to a document. ShipServ has prepared documentation which will provide some guidance, but the instruction manual for the partner system should provide detailed information on this your system does not appear on the above list, or if you are a software pro-vider that would like to add this capability, please contact your ShipServ Client Rela-tions Manager who will direct the request to the appropriate attachment handling our other big project over the last year has been launching an e-invoicing capability.

7 This new addition allows any supplier who can submit an electronic invoice to send to any buyer who can receive one. TradeNet uses the MTML standard for invoices, but where parties have different formats, ShipServ provides a translation service so that differing standards is not a problem. Over the last year, thousands of invoices have been successfully transferred, and we expect this program to expand significant-ly over the coming months and year. We are also working with our software partners whose systems contain invoice matching or vouchering so that in the near future e-invoicing will be as easy to plug-and-play as order management. Our next big project is the roll-out of a new KPI reporting structure and replacing the format with a new on-demand feature.

8 This means that purchasing managers will no longer have to wait to receive this report in an email as be able to run it at any time. This new development will also include a revamped Supplier Analysis Report con-taining the following features: Expanded RFQ, PO and Quote analysis with the ability to customize deci-sion cutoff dates. As Of capability. Users will be able to reproduce what the report looked like on a certain date in the past based only on the information that was known at the you have any questions about any of the product developments I have covered please do not hesitate to contact your Cli-ent Relations Manager. E-invoicing and attachments go live September 2011 2 Don StaffinVP, Product ManagementThe founder of Amazon, Jeff Bezos is often famously quoted as saying that you must never take your focus off the customer experience.

9 Why? Because word of mouth is so important in an online environment - as offline a customer would only tell around five to six people if they had a bad experi-ence - but online they can tell over five to six thousand! And let s face it; he knows a thing or two about e-commerce. At ShipServ we have applied this mantra to the letter and learnt that it is vital to have a fast and responsive customer serv-ice centre that can handle all first-line sup-port issues from both buyers and suppliers in less than two hours from receiving the a staff of thirteen people operat-ing on a 24 hour basis across the three major regions of Asia-Pacific, Europe and the Middle East and Americas, our Manila Customer Service Centre team have experience in dealing with all types of buyer related enquiries from WebBuyer issues, to lost and misplaced passwords, vessel set-up problems, and integration troubleshooting.

10 We consider Customer Support as our first level of account management. At-tracting and retaining clients is essential to the success of any business, so we have rapidly expanded our team to handle the queries from our growing number of customers in the most efficient way possi-ble. says Johannah Chiu, Client Services Manager at ShipServ . The CSC team ensures that customer s concerns are addressed accurately in a timely manner and currently handles on average over 3,000 support cases per month from ShipServ s community of buyers and suppliers. With over 38,000 suppliers registered on ShipServ Pages, the CSC team plays a vital role in ensuring that all suppliers are set-up correctly and visible to buyers using the sourcing tool.