CUSTOMER SEVICE AT

BLUE DART EXPRESS LTD

PRESENTED BY:
VRUSHALI KAWALE 28
SNEHA THAKUR 60
RENU WAGH 120
 COMPANY PROFILE

• Description : South Asia's premier courier and integrated air express package distribution company.

• Began Operations : November, 1983

• Headquarters : Mumbai, India

• The Board : Sharad Upasani (Chairman)

• Revenues (Jan - Dec 2009) :<BR Rs.9052 million

• International Destinations Serviced : More

than 220 countries and territories worldwide
through sales alliance with DHL.
• Technology : Cosmat IITM, SMARTTM, ShopTrackTM, PackTrackTM, MobileDartTM,
TrackDartTM, MailDartTM, InternetDartTM, ShipDartTM, ImageDartTM and Schedule a Pick-up.,
SENTOR, CARESS and SHIELD.

• Competitive Advantage :
- vast and unparalleled Domestic Network
- A spectrum of services to provide customized solutions
- Customs and Regulatory expertise
- Technology
- Sustainability Initiatives
CSR platform:
- Go Teach (Education)
- Go Green (Environment)
- Go Help (Disaster Management Response)
 Q1. Discuss the various customized services offered by
Blue Dart to different customer groups. What according to
you are the weak areas of customer service at Blue Dart?
 ANSWER
vision : to establish continuing excellence in delivery capabilities focused on the individual
customer. In pursuit of sustainable leadership in quality services, we have evolved an
infrastructure unique in the country today:

• State-of-the-art Technology, indigenously developed, for Track and Trace, MIS, ERP,
Customer Service, Space Control and Reservations.
 
• Blue Dart Aviation, dedicated capacity to support our time-definite morning deliveries
through night freighter flight operations.
 
• A countrywide Surface network to complement air services.
 
• Warehouses at 53 locations across the country as well as bonded warehouses at the 7 major
metros of Ahmedabad, Bangalore, Chennai, Delhi, Mumbai, Kolkata and Hyderabad.
 
• ISO 9001 - 2008 countrywide certification by Lloyd's Register Quality Assurance for our
entire operations, products and services.
 
 
• Ecommerce B2B and B2C initiatives including partnering with some of the prime portals in
the country.

• Exceptional customer service with speed and reliability

• Transportation services from small document to large custom made machinery

• Started special discounts for students

• Mobile Dart gave customer flexibility to check status of the shipment through mobile phone

• They allowed customers to check the shipment status online

• Partnered with local and service providers

• Provide international services to domestic customers

• weak areas of customer services:
- high price
- neglect rural and low profiled customers
- focus on premium sectors
 Q 2. Explain how Blue Dart reaped the benefits from its
partnership and alliances with other players in the industry.
Discuss the kind of competition that Blue Dart could face
in the future.
 ANSWER

• Partnership with FEDEX added expertise in operating with international clients.

• Partnership with local service providers

• Partnered with M/S safe hands to provide services around Kolkata and Howrah

• Partnered with M/S Vishal International to provide services in and around Malad

• Strategic alliance with the international express Cargo provider DHL to provide
international service to domestic customers

• Had contract with many of its customers on pricing front

• Competition that Blue Dart could face in the future:
- Indian postal services
- Local courier services
- its competitor Gati and Deutsche Post AG(German)
- Gati, XPS and Safexpress, are expanding to UAE, Sri Lanka, Singapore and
Bangladesh as well as into new areas like modern warehousing
 CONCLUSION

• BDEL is a comparatively costly shipper, the premium paid by

the customer was compensated with the quality of service that
it provided, which included speed and reliability.