GATI LIMITED- At the threshold of a big leap

ByGroup 6

About Gati

• Gati launched in the year 1989 was a small cargo management co.,over the years it's evolved into a consumer ‘super brand ’.

• Gati Limited is now a pioneer in the express cargo industry and a market leader in logistics. Employing more than 2,000 people in 250 offices, and with more than 100 franchisees, Gati serves 580 out of the 590 districts in the Indian subcontinent.

• The company’s services range from traditional point-to-point transportation to complex, end-to-end integrated logistics and supply chain management solutions.

Vision and Mission of Gati Be a globally preferred provider of India-centric supply chain services and

solutions, and a leader in the Asia Pacific region.

Delight customers with quality service by setting new trends through innovation and technology .

Be the most preferred organization for all stakeholders.

Be a responsible corporate citizen with unwavering commitment to environmental protection and conservation

They are based on a desire to achieve sustainable heights in business and encompass a set of customer sensitive corporate values on attitude, behavior, action and delivery.

Process-Technology

• Better Connectivity-Citrix architecture– Reliable connectivity to mission-critical ERP

system – Real-time tracking of cargo for improved customer

service– 50 percent savings in bandwidth costs

--Better fleet management

Customer care

• Online tracking• Mobile updates• Automatic email updates• Customer care number• e-POD

Delivery details: Name, Signature, Time and Seal of receiver

• Extra Service Station

• Gati is characterized by its:– Speed – Reliability – Discipline

• The key issues include….

Customer Satisfaction.Ability to give right service at right time.Product /service Presentation.Traffic Building.Layout of the services.Keeping Pace With Technology.

Challenge

• The problem was tracking and couriering signed PODs back to senders. With lakhs of shipments criss-crossing the country, ( Gati covers 3.2 lakh kilometers every day), ensuring that PODs found their way back cost a lot of effort and money.

• Took about three days before PODs reached senders, making Gati look slow in an age of real-time service.

• Dependable Information Access for Remote Locations

Solution

• G.S. Ravi Kumar, CIO, Gati. uses inexpensive, entry-level handheld devices with GPRS and image capturing capabilities.

• the captured information has been made available on Gati's website, customers get more immediate updates on their deliveries.

• because the solution was so simple, it was completed in a third of the time and achieved ROI in under six months.

GATI’s dedicated Team

2750 Trained Professionals

1200 Gati Associates

500 Vendors

1200 Trained Handlers

1500 Trained Drivers

VALUE ADDED SERVICES

• FOD (Freight-on-delivery) • COD (Cash-on-delivery)• DOD (Draft / Cheque-on-delivery)• Inbound Rate Agreement: Ensures hassle-

free, convenient supplies from your vendors. • Holiday & Sunday Pick-up/Delivery• Octroi Clearing Facility: Octroi clearance on

behalf of customers• Tamper-proof packing: Special bags for safe

handling of high value cargo

Gati’s IT Architecture

• Gati Enterprise Management System (GEMS)– Custom developed software to cater to the needs

of GATI operations• Oracle Financials - Business Accounting• Oracle CRM - Customer Relation Management• gati@Web

Strategy

• They are the first to offer a money-back guarantee on their express cargo services. Keeping customer satisfaction in mind, they launched the cash-on-delivery scheme and are also the first to announce a toll-free number to look into complaints and requests.

• Plan to do more Road shows.• Plan to participate and organize events ,fairs and exhibitions to

create awareness.• Sponsorship in various events (including cultural, corporate)• Brand promotion through Direct Marketing tools.• Product presentations in front of target customers (common

people).

Conclusion

• GATI must develop Relationship Retailing for development of Retail Business

Which will help the company…• To establish and maintain long-term bonds with

customers, rather than act as if each sales transaction is a completely new encounter.– Company must concentrate on the total retail experience

and which will helps in generating more business.– Stay in touch with customers.– Promotional Focus.