Agarwal Packers & Movers capitalized on missed calls with cloud

Delhi-based Agarwal Packers & Movers Ltd (APM), a logistics & supply chain management group serves over 1264 locations across the country with 78 self-owned branches and 2.5 million square feet of warehousing facility, a fleet of 100 vehicles, and 24x7 customer care service.

“Logistics and Transportation market in India to grow at a CAGR of 10.72% over the period 2013-2018,” highlights a recent report ‘Logistics and Transportation Market in India 2014-2018’, conducted by the Research and Markets. It also adds that demand to outsource logistics activities is one key trend in the market.

Several vendors in this market are outsourcing their logistics activities to 3PL or 4PL service providers, so that they can focus on their core areas and activities.

Since the inception of APM in 1987, the firm has transformed from a simple transport company to the India’s leading managed logistics and supply chain management group. With this growth, it became important for APM to efficiently tap business leads and opportunities at the company.

Challenges faced

The challenge was to capture all of the 68 branches in a single calling trunk dialing and to make a real time database of clients for the purpose of recalling, real time lead management, etc.  Since the 68 branches were not integrated, there was no one manning the numbers, which led to a lot of missed calls. In effect, the company was missing out on business leads as a result. This was one of the most important challenges.

The Implementation

The company adopted cloud communications and built a call center with the help of 15 working staff handling approx. 1500 calls per day in a 24x7 environment. The company integrated multiple numbers through SBN (Single Board Number), centralized at a single location. Now, each and every call gets recorded in the system. This way the firm gets data of customers to serve them more efficiently and aptly. APM is one of the first to implement this project in household relocation segment.

Project Head,Navneet Agarwal
Director, Agarwal Movers Group

The Result

The company got the first mover advantage, as Agarwal Packers & Movers is the first company in the household re-location segment to have launched an IVR system. The company process benefited and was awarded with Limca Record Holder for two consecutive years from 2013 and 2014 for most household shifting. Customers can now call any of the 68 branches, using a single number, i.e. 6001 5001, by pre-fixing the STD code for the respective city. The returns came in terms of effectiveness which was increased by almost three times.