PRESENTATION ON CRM OF COURIER

AGENCIES
RUSH HOUR COURIERS LTD.
RUSH HOUR COURIERS

PRESENTED BY:
NIDHI SINGH
BINOY PHILIP
MOHIT MALVIYA
HARSHITA JAIN
ABHISHEK PRATAP SINGH
 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
 Continued ..
• 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.

 Continued…

• 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
 Continued….
• 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
 CARESSHOUR: MAILHOUR:
- an extremely powerful - customers may either use
online customer complaint- the Waybill or the Ref. No. to
redressal system. track the status of shipments.

POWERHOUR :
TRACKHOUR: - comes with a
- status of shipment can be Download Manager
tracked by using the TECHNOLOGICAL which brings the data
TrackDart box, available on TOOLS FOR CRM down to the customers
the company’s website. 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.
PRICEFINDER:
- customers can calculate the shipping
costs for domestic and international
shipments.
- For regular customers special
discounts are given