G&O Maritime Group strengthens customer experience
Creating a consolidated aftersales unit at group level is a major, recent strategic move for G&O. Seven months into his role as Head of Aftersales at G&O, Rene Olsen is already implementing significant changes aimed at improving customer support across the company’s various brands.
Rene Olsen, 54, brings extensive experience to the new position. He graduated as a marine engineer in 1995 and spent the last two decades in sales and service roles, including 12 years at Wärtsilä’s Danish division, as well as postings in Germany, Norway and the Netherlands. Based in Esbjerg, Denmark, Rene Olsen now oversees aftersales activities at a group level for G&O.
“When I accepted this role, it was largely because of my experience in aftersales leadership in the marine industry. Also, I see significant opportunities in bringing together our strengths under a strategy for a unified aftersales organisation,” says Rene Olsen.
Unified approach to aftersales
Rene Olsen highlights that this restructuring will enable G&O to offer improved customer service through streamlined internal processes and more effective coordination among brands.
“By acting as an integrated team, we can provide our customers with better response times, enhanced services, and more structured agreements. This makes it easier and more attractive to do business with us,” Rene Olsen explains.
René Olsen, together with the After Sales team from Pres Vac Engineering, Atlas Incinerators, HJ Lubricators, G&O Compensator, and G&O Bioreactors
Customers have already started noticing improvements
“We have clear goals, for instance to respond to customer enquiries within two days,” says Rene Olsen, emphasising G&O’s commitment to initiative-taking communication. Moreover, the company is implementing a more systematic approach to customer support, including regular follow-ups around docking schedules and maintenance planning.
“This proactive engagement will significantly enhance the customer experience,” he adds.
A key initiative under Olsen’s leadership is the increased use of framework agreements. These agreements simplify interactions with customers by clearly setting out terms, pricing, compliance with international regulations, and G&O’s code of conduct.
“Customers have actually been asking us why we haven’t done this before. And they are right, it makes perfect sense to coordinate agreements across our brands, simplifying management for customers—whether they have ten installations or a hundred from G&O-brands,” Rene Olsen says.
Cross-brand cooperation and customer-centric culture
To ensure a unified customer experience across G&O’s diverse brands and products, Olsen is focusing on creating a shared culture of excellent customer service.
Strategic advantage and long-term positioning
Source: G&O Maritime Group
