Crm of courier agency

PRESENTATION ON CRM OF COURIER AGENCIES

RUSH HOUR COURIERS LTD.

PRESENTED BY:NIDHI SINGHBINOY PHILIP

MOHIT MALVIYA HARSHITA JAIN

ABHISHEK PRATAP SINGH

RUSH HOUR COURIERS

INTRODUCTION

• Indian domestic industry is fragmented• More than2300 courier companies• Total Express market – 35 bn• DHL, FIRST FLIGHT, PROFESSIONAL COURIERS,

BLUE DART, & ELBEE dominate the organized sector

• no licenses are needed to set up Courier Company- Industry not regulated

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• Logistics management has also emerged as a new growth opportunity for the courier companies.

• From a long time delivery of packages were done by locally known agencies.

• Initially the focus was on delivery of small sized packages

• Technology played a major part in revolutionizing the industry

COURIER MARKET IN INDIA

FIRST FLIGHT

• Establish on 17th Nov, 1986 by O.P.Saboo.

• Offices at Kolkata, Mumbai, Delhi.

• India’s largest Domestic Courier Company.

• 930 first flight offices across india.

• 2208 Authorized collection centers

• 452 Franchisee Locations.

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• Serving over 5000 Pin code Destinations across

India.

• Dedicated Workforce of over 10000 plus

employees.

• Strategically located 8 own International Offices.

• Serving over 220 countries globally.

Range Of Product

• Letter of credit Management – designed for

banking sector

• COD Facility

• Privilege Card

• Emotional Bond

Customer service

• Centralized or Decentralized billing

• Residential deliveries on Sunday

• Electronic confirmation of delivery

• Total Custodianship of shipments through

express transportation by own aircraft.

VALUE ADDED SERVICE

• Proof of Delivery- Electronic / Internet based POD

• Customs Clearance :- range of import & export clearance service.

• Reverse Pick Up Facility – pick of shipment• Emotional Bond.• Tour & Travel• Flexi Pack

CRM Development for RUSH HOUR courier service

• Customer Centricity

Transportation (Sea, Air, & Land) Economic Fast Service Assurance Transparency (Billing) Packaging of goods

Customer Value

• Integrity: We deliver-what we promise and when we promise

• Excellence: Rendering high standards in each and every consignment

• Passion: Take every consignment with passion because nothing great can be done without having a passion for it

• Hard Work: Success comes only from hard work

Implementation from Company

• Efficient and safe delivery of consignments• Well co-ordinate own fleet of transport system of

vehicles, leased Rail Wagons, bus and train On Travel Couriers, inter connecting all destinations. Hand-carrying valuable documents without any delay.

• Network supervision by Hub center in-charges.• Offering Desk pickups and Door deliveries at no extra

cost.• Offering (POD) Proof of Deliveries on your request.• Cargo service by Air/Surface available to all

destinations

• Overnight service to Metros and several major Cities in India and International Service to all corners of the Globe.

• Customized service packages to fit specific needs.• Transit Insurance facility for non-insured goods on

request• Carrying eatables• Send your clothes, shoes, & books also

RUSH HOUR’s CRM• The fastest transporting of documents and items locally or

internationally• Our maximum service points will stay open even on

weekends too• 24 hour courier services • Timely Delivery of products is quite necessary to built

relations and trust with the customers• Customers will be updated time to time through their strong

web tracking system.• Service such as “ book your parcel”• Customers will get handsome discounts for booking online

parcels• saves time for their respected customers to a great extent

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• customer can check the current status of his shipments.

• for undelivered shipment, he can choose to receive delivery details by email or SMS.

• a software is integrated into client's systems. It enables him to keep track of the entire distribution status. Queries are fetched immediately from database. The client may store this data in his database, providing him with an effective CRM tool.

Customer centricity approach

• E-commerce initiatives• Exploring web based solutions• Integrating them into core products• Extending range of services available to its

customers

Customer value approach• Tracking solution enables customers to track their

shipments. • mail-based solution allows the customers to query

status of their shipments.• Registered customers can make advanced queries on

the status of shipments. • Filter their queries by date, range, origin destination

and service and sort the results on-line. • Registered customers can download the entire waybill

tracking data and schedule the download• Customers can also generate and download various

reports to meet their individual needs.

RUSH HOUR’s implementation of customer service initiatives

• 24-hour Customer Service Centre • Rush junior • Documents of all size• Rush hour Easy Ship• Express Freight• Track a package

TECHNOLOGICAL TOOLS FOR CRM

TRACKHOUR: - status of shipment can be tracked by using the TrackDart box, available on the company’s website.

PRICEFINDER: - customers can calculate the shipping costs for domestic and international shipments. - For regular customers special discounts are given

MAILHOUR: - customers may either use the Waybill or the Ref. No. to track the status of shipments.

POWERHOUR : - comes with a Download Manager which brings the data down to the customers PC.

SMARTHOUR :-It ensures that the aircraft is filled profitably- all customers with space confirmed on the aircraft have the assurance that their packages would travel.

CARESSHOUR: - an extremely powerful online customer complaint-redressal system.