Feedback of Allcargo Customers from different

business verticals.

Mondelez Ashok Leyland Timken Marsans Pharma BILT

The companies that were interviewed :

To gauge the levels of customer satisfaction. To understand the customer perception of

Allcargo’s services in comparison to other competitors.

Incorporate necessary changes in service based on their feedback.

Objective of study :

COMPANY SERVICE CURRENTLY BEING USED

Mondelez CFS and ICD

BILT NVOCC

Ashok Leyland Contract Logistics

Timken Contract Logistics

Marksans Pharma NVOCC

The services that they used from Allcargo :

COMPANY COMPETITION BUSINESS

BILT 1) DAMCO NVOCC

MARKSANS 1)LEAAP NVOCC

Ashok Leyland 1) TVS Logistics2) Mahindra3) Leevay Logistics4) Tongolit auto

Logistics

Contract Logistics

Timken 1) Hindustan Cargo2) Safex3) C.H.Robinson4) D.B.Schenker5) Kuehne+Nagel6) Panalpina

Contract Logistics

Mondelez 1) GDL2) MLA3) Maersk4) Hind Terminals

CFS/ICD

The competitiors :

Mondelez : SalesPARAMETERS Company who

performed betterAllcargo’s rating(on 10)

Knowledgeable and presentable

No one 6

Extent of preparation GDL(8) 7Execution quality(communication)

GDL(8)

ULA(8)

Hind(8)

2

Problem solving ability

GDL(8)

ULA(8)

Hind(8)

3

Competitors-(GDL [Gateway Distriparks], ULA [United Liner Agencies of India], Maersk, Hind Terminals)

PARAMETERS Company who performed better

Allcargo’s rating(on 10)

Ability to solve problems/emergencies quickly and/or give alternate solutions

All the aboveGDL(5),ULA(9),Maersk (4), Hind(6)

1

Understanding the issue faced

All except MaerskGDL(7),ULA(6),Hind(3)

1

Ability to develop systematic approach to solve the problem

All except MaerskGDL(6),ULA(4),Hind(3)

2

Timely and apt communication of Updates

Hind Terminals(5) 4

Flexibility and Patience No one 4Systems and Processes All the above

GDL(6),ULA(8),Maersk(5),Hind(5)

1

Mondelez : Customer Service Competition :(GDL, ULA, Maersk, Hind Terminals)

PARAMETERS Company who performed better

Allcargo’s score on 10

Seamless Execution GDL(6),ULA(8),Hind(6)

5

Accuracy of documentation and invoicing

All the aboveGDL(8),ULA(4),Maersk(4),Hind(4)

1

Relationship Management

GDL(5),ULA(6) 4

Reporting All the aboveGDL(6),ULA(5),Maersk(5),Hind(6)

1

Mondelez : Operations

(Competition : GDL, ULA, Maersk, Hind Terminals)

ULA GDL

Maersk

Allcar

go

Hind Te

rmina

ls0123456789

SalesCustomer SerivceOperations

Mondelez(Overall Rating on 10) :

The primary concern that Mondelez had was that service and execution were not up to par.

One major thing emphasized was that there was that there was no single POC .

Their suggestion was that a single POC should be looking after Invoicing Execution Coordination with Mondelez,the CHA and CFS.

Customer Feedcak from Mondeleez for Allcargo:

Allcar

go GDLULA

Maersk

Hind te

rmina

ls0123456789

Overall Cost effec-tivenessOverall operational efficiencyOverall Quality of Customer ServiceSCM IntegrationBrand Strength

Mondelez: Their thoughts on recommending Allcargo and continuing services in the future: (Maybe)

1-Network Base 2-Services Offered 3-Brand Strength 4-Assets owned/Heavy 5-One Stop Shop 6-Innovtion 7-Asset Light

Mondelez: According to them, what are the important traits of an ideal supply chain management company.

PARAMETERS Companies who performed better

Allcargo’s score on 10

Knowledgeable and presentable

All were rated 8 8

Extent of Preparation No one(DAMCO did equally well)

8

Quality of execution and communication

No one(DAMCO did equally well)

8

Problem solving ability

A(9) 7

Overall Rating A(8) 6

BILT : Sales

Competition : DAMCO, Company A,B and C

PARAMETERS Companies who performed better

Allcargo’s score on 10

Ability to solve problems/emergencies quickly and/or give alternate solutions

A,B,C(8) 6

Understanding the issue faced

A,B,C(8) 6

Ability to develop systematic approach to solve the problem

All the aboveDAMCO(8),A(8)

5

Timely and apt communication of Updates

DAMCO(8) 5

Flexibility and Patience

A,B,C(8) 6

Systems and Processes

DAMCO(7) 6

BILT : Customer Service (DAMCO,A)

PARAMETERS Companies who performed better

Allcargo’s score on 10

Seamless Execution All scored 6 6Accuracy of documentation and invoicing

All scored 6 6

Relationship Management

All scored 6 6

Reporting All scored 6 6

BILT : Operations(DAMCO,A)

Allcargo DAMCO Companies A,B and C

0123456789

SalesCustomer ServiceOperations

BILT (Overall Rating on 10):

They wanted an improvement in terms of customer service and operations.

Their prime concern was that Allcargo should have a better idea about freight levels and services. Information should come from our end.

Allcargo should be able to comment on and communicate the market situation without being told.

On an overall, we should be ready with latest updates.

Through these updates we can add extra value to service.

BILT: What they suggested

1-Network base 2-Services Offered 3-Innovation 4-Assets Owned/Heavy 5-Brand Strength 6-One Stop Shop 7-Asset Light

BILT: According to them, what are the important traits of an ideal supply chain management company

Allcargo DAMCO Companies A,B and C

0123456789

Overall Cost Effec-tivenessOverall Operational EfficiencyOverall Quality of Customer ServiceBrand StrengthSCM integration

BILT: Their thoughts on recommending Allcargo and continuing services in the future: (Yes)

PARAMETERS Companies which performed better

Allcargo’s score

Knowledgeable and presentable

No one 6

Extent of Preparation No one 6Quality of execution and communication

No one 7

Problem solving ability

No one 7

Overall Rating All were same 6

MARKSANS : Sales

Competition : LEAAP International Private Limited

CUSTOMER SERVICE

Companies who performed better

Allcargo’s score on 10

Ability to solve problems/emergencies quickly and/or give alternate solutions

No one 7

Understanding the issue faced

No one 7

Ability to develop systematic approach to solve the problem

All scored the same 6

Timely and apt communication of Updates

No one 7

Flexibility and Patience

No one 6

Systems and Processes

No one 6

MARKSANS : Customer Service (LEAAP)

OPERATIONS Companies who did better

Allcargo’s score on 10

Seamless Execution All performed the same

6

Accuracy of documentation and invoicing

No one 7

Relationship Management

All performed the same

7

Reporting All performed the same

7

MARKSANS : Operations

Competition : LEAAP International Private Limited

Allcargo LEAAP5.45.65.8

66.26.46.66.8

77.2

SalesCustomer ServiceOperations

MARKSANS : (Overall on 10)

The conclusion was that on an overall they were satisfied.

They said their requirements were simple. The only suggestion they had was that Allcargo

should be able to handle the logistics part entirely once the task was given to them.

There should be no need for MARKSANS to interfere.

They want that responsibility must be completely delegated to us, and we should only provide them with the end result without having to consult them.

MARKSANS : What they suggested.

1- One stop shop 2-Services Offered 3-Innovation 4-Network base 5-Assets owned/heavy 6-Asset light 7-Brand Strength

MARKSANS: According to them, what are the important traits of an ideal supply chain management company

Allcargo LEAAP0123456789

Overall Cost Effec-tivenessOverall operational EfficiencyOverall Quality of customer serviceSCM Integration

MARKSANS: Their thoughts on recommending Allcargo and continuing services in the future: (Yes)

PARAMETERS : Companies which performed better

Allcargo’s score

Knowledgeable and presentable

No one, Allcargo,DBS,HC,DHL,K+N performed the same)

8

Extent of Preparation DBS(8),DHL(8) 7Quality of execution and communication

DHL(8),HC(8) 7

Problem solving ability

DHL(8),Safex(8) 7

Timken : Sales

Competition-Hindustancargo/HC, Safex, C.H.Robinson, D.B.Schenker, DHL, Kuehne+Nagel,Panalpina)

CUSTOMER SERVICE

Companies who performed better

Allcargo’s score on 10

Ability to solve problems/emergencies quickly and/or give alternate solutions

All others(8)

7

Understanding the issue faced

All others(8)

7

Ability to develop systematic approach to solve the problem

All others(7)

5

Timely and apt communication of Updates

All others(6)

6

Flexibility and Patience

No one 8

Systems and Processes

All others(6)

6

Timken : Customer Service (Hindustan cargo/HC,Safex,C.H.Robinson,D.B.Schenker,DHL,Kuehne+Nagel,Panalpina)

OPERATIONS Companies that performed better

Allcargo’s score

Seamless Execution All the above(8) 7Accuracy of documentation and invoicing

All performed the same

8

Relationship Management

DBS,DHL,Safex,HC; all(8)

7

Reporting DBS,DHL,Safex,HC;All (8)

7

Timken : Operations

Competition-Hindustancargo/HC, Safex, C.H.Robinson, D.B.Schenker, DHL, Kuehne+Nagel,Panalpina)

Allcar

go

C.H.Robins

on

D.B.Sch

enke

rDHL

Kueh

ne+Nag

el

Pana

lpina

0123456789

10

SalesCustomer ServiceOperations

Timken (Overall rating on 10) :

They suggested that there should be trained onsite staff on the warehouses to handle everything such that the customer intervention is minimum.

Improvement of FIFO of materials Improvement of the systems. In the past, a company called Expiditors had

invested capital in Timken’s customer premises, they suggested that Allcargo can do the same

They wanted cost to be 100% variable wrt business volumes in channel

Timken: What they suggested(including future products)

1- One stop shop 2-Services offered 3-Innovation 4-Network Base 5-Assets owned 6-Asset light 7-Brand Strength

Timken: According to them, what are the important traits of an ideal supply chain management company

Allcar

go

C.H.Robins

on

D.B.Sch

enke

rDHL

Kueh

ne+Nag

elSa

fex

Hindust

an Carg

o0

2

4

6

8

10

Overall Cost Effec-tivenessOverall Operational EfficiencyOverall Quality of Customer ServiceBrand StrengthSCM Integration

Timken: Their thoughts on recommending Allcargo and continuing services in the future: (Yes)

SALES CALLS Companies who scored better

Allcargo’s score on 10

Knowledgeable and presentable

TVS(8) 7

Extent of Preparation TVS and Allcargo scored the same

7

Quality of execution and communication

No one 7

Problem solving ability

TVS(8),M&M(8) 6

Ashok Leyland:Sales

Competition : TVS Logistics, Mahindra and Mahindra,Leevay Logistics,Tongolit Autologistics

CUSTOMER SERVICE

Companies who performed better

Allcargo’s score on 10

Ability to solve problems/emergencies quickly and/or give alternate solutions

All the aboveTVS(8),Lee(7),M&M(7),Tongolit(7)

6

Understanding the issue faced

No one 8

Ability to develop systematic approach to solve the problem

TVS(7),Lee(7) 6

Timely and apt communication of Updates

No one 9

Flexibility and Patience

No one 9

Systems and Processes

TVS(8) 6

Ashok Leyland: Customer service (TVS Logistics, Mahindra and Mahindra,Leevay Logistics,Tongolit Autologistics)

OPERATIONS Companies who performed better

Allcargo’s score on 10

Seamless Execution TVS(7) 6Accuracy of documentation and invoicing

TVS(8) 7

Relationship Management

No one 9

Reporting All the aboveTVS(8),M&M(8),Lee(7),Tongolit(6)

5

Ashok Leyland: Operations

TVS Logistics, Mahindra and Mahindra,Leevay Logistics,Tongolit Autologistics

Allcargo TVS Mahindra Leevay Tongolit0123456789

SalesCustomer ServiceOperations

Ashok Leyland(Overall Rating on 10) :

They said that contract logistics could be expanded further to fleet managemnt services.

They said 4PL could be introduced. We should try and focus on clean and green

supply chain.- i.e. reducing SCM cost with more research on operations

They also said Asset on lease would be of interest to them in the future.

They finally commented on establishing a good end-to-end SCM.

Ashok Leyland: What they suggested(including future products)

1-Innovation 2-One stop shop 3-Assets Owned 4-Network base 5-Services offered 6-Brand Strength 7-Asset Light

Ashok Leyland:According to them, what are the important traits of an ideal supply chain management company

Ashok Leyland: Their thoughts on recommending Allcargo and continuing services in the future: (Yes)

Allcargo TVS MahindraLeevay Tongolit0123456789

10

Overall Cost Effec-tivenessOverall Operational EfficiencyOverall Quality of customer ServiceBrand StrengthSCM integration

For the NVOCC companies, the most important trait was services offered.(Marksans and BILT)

For companies using contract logistics, one stop shop was the most important trait(Timken and Ashok Leyland)

For CFS/ICD(Mondelez) – netowrk base was important.

There was a general dissatisfaction with customer service with scores being less than 7 in most cases.

There were several regional players who had better performance particularly in customer service.

Conclusion :