August 2017

20 APAC / August 2017 , As part of the DP DHL Group’s (DHL Express, DHL Global Forwarding & DHL Supply Chain) Post - eCommerce - Parcel (PeP) division, Blue Dart accesses the largest and most comprehensive express and logistics network worldwide, covering over 220 countries and territories and offers an entire spectrum of distribution services including air express, freight forwarding, supply chain solutions and customs clearance. When undertaking a new project, what steps does your firm take to ensure the clients receive the best possible outcome? Blue Dart has always been a insanely customer centric brand and our customers will always be our priority; we fulfil their expectations with simplified services, industry-focused technologies and solutions, loyalty programs and by always listening and acknowledging them. We have always been prompt in identifying new opportunities in the market place through constant research on customers, industry verticals and macro-economic trends, makes it an intelligent organisation, resulting in new product initiatives & solutions that are customer-oriented. Blue Dart has also invested heavily in technology infrastructure to create 1705AP06 Excellence in Delivery Capabilities Blue Dart Express Ltd., South Asia’s premier express air and integrated transportation & distribution company, offers secure and reliable delivery of consignments to over 34,973 locations in India. differentiated delivery capabilities, quality services and customised solutions for clients. This has enabled us to offer web-based solutions mentioned above to customers that can be integrated with their core products. Apart from providing customised technological solutions, Blue Dart’s reach in Tier II & III towns, timely remittance and periodic cash reconciliation are also some of the factors that offer us an edge over other logistics solutions providers. All the major e-tailing organisations work with us and with them, we have co-created solutions to offer value to our end customers. Blue Dart is the only domestic express company to have a fleet of 6 Boeing 757 freighters and a flotilla of 11,091 vehicles which meet delivery schedules and speed shipments to their destinations. Blue Dart has a strong First Choice Culture and drives a quality program named First Choice that has a five step DMAIC (Define, Measure, Analyse, Improve and Control) methodology to long-term solutions. The brand also deploys the Net Promoter Approach that helps identify the Net Promoter Score and highlight areas of improvement. Customer Service is a nodal point between the customer and the organisation. To strengthen this relationship, we introduced Key Accounts Management. The mission of Key Accounts Management is “Retain and grow business and customer loyalty, providing uniform customer experience and innovative solutions delivered by our competent people” and Customer Loyalty program: Blue Points – Amazing Returns to engage the customer, build their loyalty; improve our Share of Wallet and retention. These initiatives have ensured high scores for Blue Dart in the latest Customer Satisfaction Survey (CSS) & Brand Equity studies. What is your firm’s overall mission and what steps do you take to achieve this? Blue Dart’s vision is “To be the best and set the pace in the express air and integrated transportation and distribution industry, with a business and human conscience. We commit to develop, reward and recognise our people who, through high quality and professional service, and use of sophisticated technology, will meet and exceed customer and stakeholder expectations profitably.” Blue Dart has been alert, flexible and intelligent organisation across the express logistics supply chain in the country. From pickup and delivery services to reverse logistics to e-commerce customers, Blue Dart’s service portfolio is built on establishing continuing excellence in delivery capabilities. We have been servicing the e-tailing industry ever since its emergence in India in 2009- 2010. Over the years, we have serviced all leading e-tailing players through its best-in-class, highly differentiated, last-mile delivery offering and value-added services. In 2014, Blue Dart successfully became a part of Deutsche Post DHL (DPDHL) Group’s Post - eCommerce - Parcel (PeP) division which has further enabled the company to tap on the strong growth momentum seen in the dynamic e-tailing market in India. What differentiates your firm from your competitors and marks you out as the best possible option for your clients? Blue Dart is the Preferred Express Logistics Service Provider in India. Over the years, through its highly-customised product and service offerings, Blue Dart has partnered with leading companies across various industry verticals. Most of the customers that we partnered with since inception are still with us even today. Blue Dart throughout its 34 years of existence has grown from delivering a few dozen packages