Pacific International Lines (PIL) Elevates Customer Engagement through Modernization

Pacific International Lines (PIL), Southeast Asia's largest homegrown carrier, operates a fleet of around 100 vessels across 500 locations in 90 countries. Known for its innovative and customer-centric approach, PIL embarked on a journey to modernize its complex, monolithic customer portal.

This modernization initiative focused on three key objectives:

• Creating a modern, intuitive customer platform
• Enhancing direct customer engagement by eliminating reliance on intermediaries
• Building a scalable system that would support future innovations

To achieve their goals, PIL partnered with Infosys, leveraging our technical expertise and deep industry knowledge. Through collaborative techniques and design-thinking workshops, Infosys developed a solution that aligned seamlessly with PIL’s vision and values.

The results were transformative:

Turnaround times improved by 50–60%

Manual data entry reduced by 40–50%

Customer engagement increased significantly

This successful partnership continues to drive innovation at PIL, with a focus on enhancing services and exploring AI-powered digital dashboards to fuel revenue growth.

Watch the testimonial video featuring Isabel Fan, General Manager, Business Processes & Shared Services at Pacific International Lines, in which she shares insights into how Infosys played a pivotal role in their modernization journey.