This Project proposes a proposal for improvement in the área of operations in Palermo Sociedad Portuaria, due to the fact that there are complaints from clients to whom activities are carried out where they report cargo breakdowns. They point out that the responsibility lies with the terminal for mishandling the cargo within the port facilities. The operational team has evidenced that the breakdowns that, if the object of complaint by customers, are due to novelties of origin, As an opportunity for improvement, it is considered pertinent to inform the client with supports of the news in which the load is received, so that a report is born, called novelty of origin, which will be worked as follows: The operations área sends the novelties identified in the product download and by email they send a report where they relate the novelties with which the cargo arrived . Then the customer service team is in charge of assigning a consecutive in the CRM ("Customer Relationship Management") computer program that allows us to organize and manage all the parameters related to our customers and that gathers information from each individual sales process, from customer acquisition to satisfaction analysis.