GAC VOICES / 15 Dec 2024

The view from both sides: from customer to corporate

by Nils Igelström

GAC Sweden’s Managing Director Nils Igelström has a clear view of both sides of the fence, having made the transition from customer to colleague.

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“I may only have been onboard GAC Sweden as Managing Director since May 2024 but my relationship with the Group goes back much further. As an executive working with major shipping companies including Stena Bulk, Dalaro Shipping and Finnlines, I worked with GAC offices in five continents to oversee vessel and logistics operations during port calls.

I saw firsthand the dedication of GAC’s teams around the world. My day-to-day life in the shipping world was always made better because, with them on my side, I knew that they would help solve any problems that came up.

Now, I am proud to be part of the very organisation that helped me so much, in a position where I can help ensure vessels calling at ports in Sweden and beyond have the resources and services they need.

As a GAC customer, I knew I would benefit from the same high levels of service – wherever and whenever I called them.

Since I started my career in my early 20s, it has taken me all over the world, working with a wide range of ship agents. Repeatedly, GAC stood out as an example of consistency and reliability, driven by a desire to go above and beyond the expectation of a traditional ship agent.

During my time living in the United Arab Emirates, I developed strong relationships with the people working in Dubai, Fujairah and other Emirati ports. GAC’s service level in the Middle East is exceptional. They are truly at the top of their game.

Customer insight
Having been in the customers’ chair, I fully understand our clients’ needs and concerns. I am now drawing on my experience, both at sea and ashore with leading shipping companies, to focus on areas where we can take us to the next level.

My time as a GAC customer showed me the company’s strengths, but I also saw room for growth — particularly in the extra 5-10% that can elevate a brand from outstanding to extraordinary. My thinking when I joined the Group was to assess where we stood and see where we wanted to go.

We have a good standing in Sweden, leveraging our skilled staff and robust service offerings - particularly in the tank- and bulk cargo segments. Additionally, our newly established project agency team is focusing on delivering comprehensive support for the wind energy sector and other project-based logistics. These are typically large-scale jobs that require considerable pre-planning and coordination to join up the dots to complete the holistic support we provide.

One of the things I appreciate most about the Group is the balance it strikes between a global organisation with established standardised processes and the local knowledge and flexibility to deliver great frontline support with a personal touch.

Today, working for GAC feels like a natural extension of my journey.

I’ve gone from being the customer who benefitted from GAC’s reliability to becoming part of the team committed to upholding and enhancing that same standard. Knowing the Group’s operations from both sides gives me a unique perspective that I now draw on in my role, advocating for our client’s needs and continuously seeking ways to exceed their expectations.

My goal now is to be the kind of team member that a customer, like my former self, can count on.

For me, joining GAC wasn’t just about taking a job; it was about being part of a mission I believe in — one that I benefited from as a customer and now proudly support as the head of GAC Sweden.”

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