A PROJECT REPORT

On
CUSTOMER RELATIONSHIP MANAGEMENT
AT SAFE N BOUND LOGISTICS SERVICES PVT. LTD.

Submitted in partial fulfilment

By

HRITHIK JHA

Enrollment No-121019133
Batch: 2019-22

Under the Supervision of

Project Guide: M/S TEENA WADHERA

Jagannath University
State Highway -22, Bahadurgarh –Jhajjar Road, Jhajjar, Haryana-124507
Phone: 01276-699700, 01-15
Website:www.jagannathuniversityncr .ac.in

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 TABLE OF CONTENT

Chapter Particulars Page

 Overview of the industry

 Overview of the company

2 Introduction to project 23-26

3 Research Methodology 27-30

 Title of the project

 Objectives

 Research Design

 Sampling design

 Data collection

 Limitations

4 Data Analysis & Interpretation 32-42

5 Findings and conclusions 43-45

6 Suggestions 46

7 Appendix 47-49

 Questionnaire

 References

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 STUDENT DECLARATION

I, Hrithik Jha Hereby , Declare That The Project Titled “ Customer Relationship Management At

Safe N Bound Logistics Services Pvt Ltd.” Which Is Submitted By Me To One The Faculty Of

Management And Commerce (Teena Wadhera) Jagannath University , Jhajjar , Haryana , In Partial

Fulfillment Of The Requirement For The Award Of Degree Of BBA , Is My Original Work And

Has Never Been Submitted Elsewhere.

HRITHIK JHA

(Student Name and Signature)

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4
 CERTIFICATE BY FACULTY GUIDE

On the basis of declaration submitted by …Hrithik jha…., student of BBA, I hereby certify that

the project titled “Customer Relationship Management At Safe N Bound Logistics Services Pvt

Ltd.” which is submitted to the Faculty of Management, Jagannath University, Jhajjar, Haryana,

in partial fulfilment of the requirement for the award of the degree of BBA, is an original

contribution with existing knowledge and faithful record of research carried out by him/her under

my guidance and supervision.

To the best of my knowledge this work has not been submitted in part or full for any Degree or

Diploma to this University or elsewhere.

Place & Date

(Signature and name(s) of the Guide ) Signature of Head of the Department

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 ACKNOWLEDGEMENT

The success and final outcome of this project required a lot of guidance and assistance from many

people. I am highly indebted to Ms. Teena Wadhera faculty of Jagannath Institute of Management

Sciences (Rohini) for her guidance and constant supervision as well as for providing necessary

information regarding the project and also for their support in completing this project.

This project would not have been completed without her enormous help and supervision. I would

also like to expand my gratitude towards my family and my friends who helped me to complete

my project on time.

I am deeply indebted to our project head without whose constructive feedback this project would

not have been a success.

HRITHIK JHA

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 EXECUTIVE SUMMARY

The main objective of undertaking this project was to get a detailed study about working

environment and what major factor are there that affect in customer management and day to day

operational activities in an organization. Other major thing was of developing various skills and

knowledge that could result in getting some experience in this ever growing competitive world.

This project consist of detailed overview of the organization and the industry that I worked in and

things that I learned and analyzed during the same.

Safe N Bound logistics services pvt. Ltd. Is one of the well-known logistics company that in past

was dealing mainly in east zone of the country but in last few years it developed and expanded its

services in north and west zone as well. This organization is very service oriented and time

conscious and works on proper ethical terms mainly aiming at customer satisfaction.

I at Safe N Bound learned about two major qualities i.e. efficiency and transparency. Even at

challenging business situation they try to implement new development and growth strategies and

try to improve customer satisfaction and build its confidence by continuously putting efforts for

the same.

The project is regarding “customer relationship management” at safe n bound logistics, in this we

had to understand customer’s point of view and expectations from the organization and needed to

work on the same. And alaysing daily operational activities that were indulged in shipment

receiving, processing and delivering the same.

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 CHAPTER – 1

(INTRODUCTION)

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 OVERVIEW OF THE INDUSTRY

(LOGISTICS)

Logistics is generally the detailed organization and implementation of a complex operation. In a

general business sense, logistics is the management of the flow of things between the point of

origin and the point of consumption to meet the requirements of customers or corporations. The

resources managed in logistics may include tangible goods such as materials, equipment, and

supplies, as well as food and other consumable items.

In military science, logistics is concerned with maintaining army supply lines while disrupting

those of the enemy, since an armed force without resources and transportation is defenseless.

Military logistics was already practiced in the ancient world and as the modern military has a

significant need for logistics solutions, advanced implementations have been developed. In

military logistics, logistics officers manage how and when to move resources to the places they

are needed.

Logistics management is the part of supply chain management and supply chain engineering that

plans, implements, and controls the efficient, effective forward, and reverse flow and storage of

goods, services, and related information between the point of origin and point of consumption to

meet customers' requirements. The complexity of logistics can be modeled, analyzed, visualized,

and optimized by dedicated simulation software. The minimization of the use of resources is a

common motivation in all logistics fields. A professional working in the field of logistics

management is called a logistician.

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Types of logistics activities:

Inbound logistics is one of the primary processes of logistics concentrating on purchasing and

arranging the inbound movement of materials, parts, or unfinished inventory from suppliers to

manufacturing or assembly plants, warehouses, or retail stores.

Outbound logistics is the process related to the storage and movement of the final product and the

related information flows from the end of the production line to the end user.

Given the services performed by logisticians, the main fields of logistics can be broken down as

follows:

 Procurement logistics Distribution logistics

 After-sales logistics Disposal logistics

 Reverse logistics Green logistics

 Global logistics Domestics logistics

 Reliability, availability, and maintainability Concierge service

 Asset control logistics Point-of-sale material logistics

 Emergency logistics Production logistics

 Construction logistics Capital project logistics

 Digital logistics Humanitarian logistics

 Procurement logistics consists of activities such as market research, requirements planning,

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 make-or-buy decisions, supplier management, ordering, and order controlling.

 Advance Logistics consists of the activities required to set up or establish a plan for

logistics activities to occur.

 Global Logistics is technically the process of managing the "flow" of goods through what

is called a supply chain, from its place of production to other parts of the world. This often

requires an intermodal transport system, transport via ocean, air, rail, and truck. The

effectiveness of global logistics is measured in the Logistics Performance Index.

 Distribution logistics has, as main tasks, the delivery of the finished products to the

customer. It consists of order processing, warehousing, and transportation.

 Disposal logistics has as its main function to reduce logistics cost(s) and enhance service(s)

related to the disposal of waste produced during the operation of a business.

 Reverse logistics denotes all those operations related to the reuse of products and materials.

The reverse logistics process includes the management and the sale of surpluses, as well as

products being returned to vendors from buyers.

 Green Logistics describes all attempts to measure and minimize the ecological impact of

logistics activities. This includes all activities of the forward and reverse flows. This can

be achieved through intermodal freight transport, path optimization, vehicle saturation and

city logistics.

 RAM Logistics (see also Logistic engineering) combines both business logistics and

military logistics since it is concerned with highly complicated technological systems for

which Reliability,

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 Asset Control Logistics: companies in the retail channels, both organized retailers and

suppliers, often deploy assets required for the display, preservation, promotion of their

products.

The nodes of a distribution network include:

 Factories where products are manufactured or assembled

 A depot or deposit, a standard type of warehouse for storing merchandise (high level of

inventory)

 Distribution centers for order processing and order fulfillment (lower level of inventory)

and also for receiving returning items from clients. Typically, distribution centers are way

stations for products to be disbursed further down the supply chain. They usually do not

ship inventory directly to customers, whereas fulfillment centers do.[citation needed]

 Transit points for cross docking activities, which consist of reassembling cargo units based

on deliveries scheduled (only moving merchandise)

 Traditional “mom-and-pop” retail stores, modern supermarkets, hypermarkets, discount

stores or also voluntary chains, consumers' co-operative, groups of consumer with

collective buying power. Note that subsidiaries will be mostly owned by another company

and franchisers, although using other company brands, actually own the point of sale.

 There may be some intermediaries operating for representative matters between nodes such

as sales agents or brokers.

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 OVERVIEW OF THE COMPANY

(SAFE N BOUND LOGISTICS SERVICES PVT. LTD.)

HISTORY

The foundation was laid then towards providing a logistics service to customers whose business

was time sensitive and expanding month after month in both revenue and volume.

Safe N Bound Logistic Services Private Limited is a Private incorporated on 18 January 2012. It

is classified as Non-govt. Company and is registered at Registrar of Companies, Patna. Its

authorized share capital is Rs. 5,000,000 and its paid up capital is Rs. 3,750,000.

Type of company – private company

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Date of incorporation – 18 January 2012

Directors – Mr. Dinesh Singh and Mrs. Madhuri Singh

Head office – Patna, Bhagwat Nagar, Patliputra Hospital

Branch Offices – Haridwar, Kolkata, Noida , Guwahati , Chandigarh , Zirakpur , Gurgaon ,

Manesar, Bhiwandi , Mumbai , Ranchi , Ahmedabad , etc.

Safe N Bound Logistic Services Private Limited's Annual General Meeting (AGM) was last held

on 31 December 2020 and as per records from Ministry of Corporate Affairs (MCA), its balance

sheet was last filed on 31 March 2020.

SAFE N BOUND LOGISTIC SERVICES PVT.LTD. Is the new face of transportation? Through

its innovative and cost saving methods, Safe N Bound Logistic has consistently added value for

its customers.

Safe N Bound Logistic Services Private Limited is a Private incorporated on 18 January 2012. It

is classified as Non-govt Company and is registered at Registrar of Companies, Patna. Its

authorized share capital is Rs. 5,000,000 and its paid up capital is Rs. 3,750,000.

ORGANISATIONAL STRUCTURE -

An organizational structure defines how activities such as task allocation, coordination, and

supervision are directed toward the achievement of organizational aims.

Organizational structure affects organizational action and provides the foundation on which

standard operating procedures and routines rest. It determines which individuals get to participate

in which decision-making processes, and thus to what extent their views shape the organization's

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actions. Organizational structure can also be considered as the viewing glass or perspective

through which individuals see their organization and its environment

Safe N Bound organizational structure is a functional structure as it consists of activities such as

coordination, supervision and task allocation. This is one of the specialization that leads to

operational efficiency, where employees become specialists within their own field of expertise.

On the other hand, the most typical problem with a functional organizational structure is that

communication within the company can be rather rigid, making the organization slow and

inflexible.

LIST OF KEY PERSONNEL –

Dinesh Singh (Director)

Madhuri Singh (Co- Director)

Raushan Kumar (CEO)

Shailender kumar (HR)

Ranjit Jha (Regional Head North)

Kamal Singh (Regional Head East)

Ashok Kumar (Account Department Head)

MISSION

Our Mission Safe N Bound Logistic should be a customer oriented multitechnology, malty-

specialist system in India and international market with a proven commitment to excellence in

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every facet of activity and pursuit of value based policies to satisfy aspirations of society,

customers, vendors, employees and industry.

VISION

Our continuous growth with our valued clientele is a reflection of our goo Design, effective project

management and customer’s satisfaction.

PRODUCTS MIX

 Air Cargo Service

Safe 'N' Bound Logistics is among the pioneers in India’s cargo space, offering the

quickest and safest manner to deliver items in the committed delivery time, to any part of

India, with optimized & value effective solutions. Primarily based on years of experience

we have vast expertise in supplying reliable Air cargo services. Following a systematic

framework, all the techniques are carefully performed right from the garage to the

delivery of the cargo. Also, we've advanced track and trace systems, in order that the

clients can closely monitor the movement of the cargo.

 Transportation

With over 5000 dedicated fleet of vehicles with skilled drivers plying every day, we cowl 10 lakh

kilometers (on an average) in the entire India. We are believed to be the excellent in catering to

any transportation requirement across the India with speedy, efficient and specific logistics

services.

 Value added services –

The Safe 'N' Bound Logistics has always believed that best technology enables the best

service, and its outlays in providing the IT edge have always resulted in innovative

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 services and solutions. Today, thorough it’s path breaking IT initiatives, shipment

information from anywhere across the globe is available at fingertips.

Multi-Country Consolidation

Supply Chain/ Inventory Management

Warehousing & Distribution

Temperature Controlled Storage and Delivery

Just-In-Time Logistics

Break-Bulk Operations

 Warehouse management –

Their services are the little bundle with massive impact. With our Warehouse and Distribution

network services, we manage your delivery chain with included pool distribution, cross-docking,

warehousing and transportation solutions. We control extra than 15 million sq. ft. of warehouse

area at various regions the nation over. Our warehouse offerings firm presents custom included

transportation solutions. Our warehouses include a blend of worked to-healthy, committed and

multi-customer stockrooms. Our system runs on a based system drift for each sub-operation and

for tracking metrics.

 Distributive management system –

Their services are a little package with massive impact. With our Warehouse and Distribution

management system, we manage your supply chain with incorporated pool distribution, move

docking, warehousing and transportation solutions. We control more than 10 lakh sq. ft. of

warehouse area at various regions the country over. Our warehouse services company provides

custom included transportation solutions.

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 MARKET POSITION

Safe N Bound holds a good reputation in East, North and North- East region and possess a Brand

name in that region as it is consistently delivering performance from last 10 years without any

conflicts and issues regarding the same.

DIRECT COMPETITORS

Business entities like Safe express , Gati , Blue dart , Innovative logistics and Distributions , fretex

logistics , and many other numerous . There is a cut throat competition in this industry.

FUTURE PLANS

Possess Desire and planning for expansion opportunities in south and other region where they are

not serving as much as they can and want to grab the reach of their customers in that region also

and there is a great scope of expansion as they possess a good brand image in the market.

The management has taken new initiatives in line with the requirements of the present day

customers who operate their business in a highly competitive and demanding market environment.

They always try to share with you the new initiatives implemented and assure you at the same time

that are a highly disciplined and service oriented company and can rest assured when you use their

services for the distribution of your urgent high value consignment.

MAIN CLIENTS/ CUSTOMERS

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 HQ lamps Pvt. Ltd.

 Cosmo Electro Industries Pvt Ltd

 Syska LED Lighting Pvt Ltd.

 Luminous Power Technologies Pvt Ltd.

 AndslitePvt Ltd.

 Goldmedal Electricals Pvt Ltd.

 MI Lifestyle Marketing Global Pvt Ltd.

 Halonix Technologies Pvt Ltd.

 SRS Industries.

 Multani Pharma Pvt Ltd.

 Osho Industries Limited.

 SBL Global India

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  Nature Essence Pvt Ltd

 Kwality Polythreads Pvt Ltd.

 Makino Automotive

 ASK Automotive

 Avadh Rail Infra

 Kalpa Industries

 Akums Drugs

 Pure n Cure Healthcare

 Wipro

SWOT ANALYSIS

STRENGHTS-

 Divers customer portfolios: Safe N Bound Logistics caters to a wide spectrum of the client

from various industries such as automotive, chemicals, cosmetics, consumer goods,

industrial, oil, electrical goods, medical goods, etc.

 Expertise in emerging economies: Safe N Bound logistics focuses primarily on the

emerging markets since they are of the opinion that after the recession there is a lot of

demand and supply gaps in emerging economies which has increased the need for logistics

services there.

 End to end logistics services: Safe N Bound provides end to end logistics services through

air, rail, road, and sea. Some of their services include supply chain management,

transportation, and warehousing, project logistics, chemical logistics, logistics for events

and exhibitions and management of household goods.

 Wide network: Safe N Bound Logistics is currently one of the leading logistics services

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 network in the North east region with operations in more than 25 cities and over 1500

employees. The company has positioned themselves as an integrated logistics service

provider since they work across multiple industries offering end to end logistics services.

WEAKNESS –

Over-dependence on people: The logistics industry is a labor-intensive industry and thus for

improved services they need to be people-centric. The over-dependence of the company on

people makes it tedious to manage regular training, periodic performance appraisals and regular

pay hikes.

Huge capital outlay: Logistics is a balance between men, machine and skill sets and the returns

are growth depends on how precisely the orders are delivered. For this, it is necessary to invest

huge amounts in the right kind of transport equipment, the right people and also to hone them on

the right skill sets. Added to all this technology also play a critical role which is also an added

expense. This makes the firm invest huge amounts in the right systems.

Competitors – Business entities like Safe express , Gati , Blue dart , Innovative logistics and

Distributions , fretex logistics , and many other numerous . There is a cut throat competition in

this industry.

OPPURTUNITIES

Focus on urban migration: In emerging economies with reduced scope of agriculture, there is an

increases rate of rural to urban migration. This means that the population in cities and towns are

going to increase and as this happens there will be an increase in the need for supply chain

management services for businesses as well as households. This can be a huge opportunity for

logistics companies.

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Digitization: Digitization will present a huge opportunity for logistics companies in terms of

saving of costs and this will also change the industry which was once people intensive to being

technology intensive.

Expansion - Must look for expansion opportunities in south and other region where they are not

serving as there is a great scope of expansion as they possess a good brand image in the market.

THREATS:

Customer satisfaction: Satisfying the customer will become a huge threat for logistics companies

since customers today have very specific needs. This may call for a need for technologies like

robotics to improve last mile delivery and to also increased customization of logistics services.

Changing competitive landscape: The competitive landscape is changing at an alarming rate and

with the growing popularity of online retailers and 3 PL providers logistics companies like Safe

N Bound will need to be on guard to retain their current businesses.

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 CHAPTER – 2

(INTRODUCTION TO PROJECT)

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 WHAT WAS THE NEED FOR THIS STUDY AND ANALYSIS –

“Customer Relationship Management” Customer relationship management (CRM) is a technology

for managing all your company's relationships and interactions with customers and potential

customers. The goal is simple: Improve business relationships. A CRM system helps companies

stay connected to customers, streamline processes, and improve profitability. Customer

satisfaction was evaluated using annual surveys or by front-line asking. At that time, businesses

had to rely on standalone mainframe systems to automate sales, but the extent of technology

allowed them to categorize customers in spreadsheets and lists. One of the best-known precursors

of the modern-day CRM is the Farley File. Developed by Franklin Roosevelt’s campaign manager,

James Farley, the Farley File was a comprehensive set of records detailing political and personal

facts on people FDR and Farley met or were supposed to meet. Customer Relationship

management is the strongest and the most efficient approach in maintaining and creating

relationships with customers. Customer relationship management is not only pure business but

also ideate strong personal bonding within people. Development of this type of bonding drives the

business to new levels of success.

IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT:-

Looking at some broader perspectives given as below we can easily determine why a Customer

Relationship management System is always important for an organization:-

 A CRM system consists of a historical view and analysis of all the acquired or to be

acquired customers. This helps in reduced searching and correlating customers and to

foresee customer needs effectively and increase business.

 CRM contains each and every bit of details of a customer, hence it is very easy for track a

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 customer accordingly and can be used to determine which customer can be profitable and

which not.

 In CRM system, customers are grouped according to different aspects according to the type

of business they do or according to physical location and are allocated to different customer

managers often called as account managers. This helps in focusing and concentrating on

each and every customer separately.

 A CRM is not only used to deal with the existing customers but is also useful in acquiring

new customers. The process first starts with identifying a customer and maintaining all the

corresponding details into the CRM system which is also called an ‘Opportunity of

Business’. The Sales and Field representatives then try getting business out of these

customers by sophistically following up with them and converting them into a winning

deal. All this is very easily and efficiently done by an integrated CRM system.

 The strongest aspect of Customer Relationship Management is that it is very cost-effective.

The advantage of decently implemented CRM system is that there is very less need of paper

and manual work which requires lesser staff to manage and lesser resources to deal with.

The technologies used in implementing a CRM system are also very cheap and smooth as

compared to the traditional way of business.

 All the details in CRM system is kept centralized which is available anytime on fingertips.

This reduces the process time and increases productivity.

 Efficiently dealing with all the customers and providing them what they actually need

increases the customer satisfaction. This increases the chance of getting more business

which ultimately enhances turnover and profit.

 If the customer is satisfied they will always be loyal to you and will remain in business

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 forever resulting in increasing customer base and ultimately enhancing net growth of

business.

Factors that contribute in customer satisfaction - High customer satisfaction and experience

are one of the main objectives of any business since customers’ or clients’ contentment

influences directly to sales results, which can be seen clearly in the transportation and logistics

industry. To deliver an exceptional experience to your customer, we need to empower our

business with a robust CRM solution.

EXPECTATIONS OF CUSTOMERS FROM ORGANIZATION-

 Customer expectations: the rapid change of customers’ experience shapes how both

individuals and businesses think and behave. Customers expect to have customized goods

faster, and at low or no delivery cost, this influence directly influences manufacturing and

logistics.

 Technological breakthroughs: the only way to benefit both suppliers and customers is to

utilize the use of technology to lower costs, improved efficiency, and productivity to satisfy

customers’ demands and make genuine breakthroughs in the way industry works.

 New entrants to the industry: technological breakthroughs lead to an increase in the

competitive environment. Businesses are finding ways to churn out more lucrative

elements of the value chain using digital technology or new business models.

 Redefining collaboration: “sharing” is the central theme for transportation and logistics

now - from DHL to BLUE DART partnerships at the corporate level the whole industry is

redefining collaboration.

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 CHAPTER – 3

(RESEARCH METHODOLOGY)

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 RESEARCH MEDTHOLOGY

TITLE OF THE PROJECT –

Customer relationship management at Safe N Bound Services Pvt. Ltd.

OBJECTIVES –

PRIMARY OBJECTIVE –

 Primary objective of doing this research was to find the level of satisfaction of customers

of the organization and what kind of relationship the organization is having with its

customers.

SECONDARY OBJECTIVES –

 To know the problems that are faced by customers in any process during shipments

 To understand customers perspective and point of view regarding the sales and operation

employees of the organization

 To analyse various factors that affect the customer satisfaction level

 To suggest the organization if there is any scope of improvement in any of the area in which

they are dealing.

RESEARCH DESIGN –

Descriptive research design has been used in conducting this research.

Descriptive survey research uses surveys to gather data about varying subjects. This data aims to

28
know the extent to which different conditions can be obtained among these subjects.

SAMPLING DESIGN –

Sampling design is a mathematical function that gives you the probability of any given sample

being drawn.

It involves not only learning how to derive the probability functions which describe a given

sampling method but also understanding how to design a best-fit sampling method for a real life

situation.

Samples – customers / clients are taken as samples for this survey.

Sample size - The sample size of this study is hundred (100) customers.

DATA COLLECTION –

Data collection is the process of gathering and measuring information on targeted variables in an

established system, which then enables one to answer relevant questions and evaluate outcomes.

Data collection enables an organization to answer relevant questions, evaluate outcomes and make

predictions about future probabilities and trends. Accurate data collection is essential to

maintaining the integrity of research, making informed business decisions and ensuring quality

assurance.

PRIMARY DATA –

 In this research the primary data were collected through questionnaire that was asked to be

filled by customers.

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SECONDARY DATA-

Secondary data in this analysis was collected from –

 Company’s catalogue

 Data published on the website of the company

 Internet

LIMITATIONS –

 This research was carried out in short span of time, where in the research could not widen

the study.

 The pandemic also affected the study as due to pandemic it was all work from home

situation that could allow to have personal face to face interactions with the customers.

 The findings were based on the answers given by the customers, so any error or biasness

may affect the validness of the findings.

 There may be lack in authenticity of data published on the websites.

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CHAPTER – 4

(ANALYSIS)

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Data analysis is a process of inspecting, cleansing, transforming, and modelling data with the goal

of discovering useful information, informing conclusions, and supporting decision-making. Data

analysis has multiple facets and approaches, encompassing diverse techniques under a variety of

names, and is used in different business, science, and social science domains. In today's business

world, data analysis plays a role in making decisions more scientific and helping businesses

operate more effectively.

Procedures for analyzing data, techniques for interpreting the results of such procedures, ways of

planning the gathering of data to make its analysis easier, more precise or more accurate, and all

the machinery and results of (mathematical) statistics which apply to analyzing data.

Data analysis provide you with more insights into your customers, allowing you to tailor customer

service to their needs, provide more personalization and build stronger relationships with them.

Data analysis can help you streamline your processes, save money and boost your bottom line.

The following parameters were taken as the bars and further was analyzed on the same

parameters:-

 Overall performance

 Shipment pickup facilities

 Shipment delivery

 Tracking facilities

 Response time

 Services range

 Price

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  Documentation

 Billing

 Shipment Handling

 Strictness regarding terms and conditions

Ques 1) what is the tenure of association between the customer and the organization?

Options Response

Between 0 to 1 year 32

Between 1to 3 years 24

More than 3 years 44

Response

32, 32% Between 0 to 1 year

24, 24%

Interpretation – out of 100 customers/ clients around 44% customers were associated with the

organization for more than 3 years.

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Ques 2) what is the taken for the response to inquiries by Salesperson?

Category Response

Fast (good) 56

Mediocre (average) 28

Slow( poor) 16

Response

Slow( poor)
16%

Fast (good)
Mediocre Fast (good)
56
(average)
56% Mediocre (average)
28%
Slow( poor)

Interpretation – out of 100, 56 of the customers said that response time in queries is fast whereas

16 customers said that there is slow or untimely response for the same.

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Ques 3) what are your thoughts about the adaptive nature/Flexibility for Special Requests – regarding some

urgent shipments, etc. . . . Are they flexible enough?

Options Responses

Yes 87

No 13

Responses

13
No

87
Yes

0 10 20 30 40 50 60 70 80 90

Responses

Comment – out of 100 customer, 87% said yes the organization is flexible enough in providing

service on special request. Whereas 13% customers said no.

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Ques -4) how would you rate Problem solving capabilities of employees in the organization –?

Ratings were given in stars out of 5

Ratings Responses

5 62

4 15

3 13

2 8

1 2

Responses

8% 2%
13%
5
4
15% 62% 3
2
1

Interpretation– out of 100, 62%customer gave 5 star rating on problem solving capabilities of the

employees. And only 2% of customers gave 1 star.

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Ques – 5) What Would You Say About Pick-up Timeliness / Reliability?

Options Responses

Always On time pickup 78

Delay sometimes 22

Always delay 0

respones
90
78
80

70
NO OF CUSTOMERS

60

50

40

30
22
20

10
0
0
Always On time pickup Delay sometimes Always delay

respones

Interpretation – 78 customers out of 100 said that the company is very punctual in pickup time

whichever asked for.

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Ques 6) how do the company handle your Cargo in between pickup and delivery of the shipment?

No of customer

Precise 61

good 30

average 9

responses

9%

Precise
30% good
average
61%

Interpretation - Out of 100 customers, 91 % says precise and good whereas 16% says average

about handling of shipment.

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Ques – 7) Are the customers satisfied with Available Range of Services or not?

Are the customers happy with the range of services –?

Options Responses

Yes (satisfied) 83

Should add some other services as well 17

responses
90

80
83
70

60

50

40

30

20

10 17

0
yes satisfied Should add some other services as well

responses

Interpretation- out of 100 customers, 83 said that they are satisfied with the range of services that

company is providing.

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Ques -8) according to customer’s perception are the tracking services up to date or not?

Options Responses

Yes they are accurate 76

Can be more accurate 20

Not required 4

responses

not required
can be more 4%
accurate
20%
accurate
can be more accurate
not required

accurate
76%

Comment - out of 100 customers, 76 % said that the tracing system is always accurate and up to

date.

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Ques – 9) How good is company in sticking to its terms and conditions regarding negotiations in

prices and service related issues?

Strictness regarding terms and conditions –

Options Responses

Very strict 49

Strict 37

Sometimes could avoid for customers sake 14

responses

SOMETIMES COULD AVOID FOR CUSTOMERS SAKE 14

STRICT 37

VERY STRICT 49

0 10 20 30 40 50 60

Interpretation- It was found in the survey that company always stick to its terms and conditions

with 86responses whereas 14 customers are also those who said that company could avoid its term

and conditions for customers sake.

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Ques – 10) what would be overall level of satisfaction of customers with service, after services,

price, in comparison to competitors etc.

Safe N Bound’s overall impact on customers

Options Responses

Extremely satisfied 24

Satisfied 68

Little bit satisfied 8

customer satisfaction
Little bit satisfied
8%
Extremely satisfied
24%

Extremely satisfied
Satisfied
Satisfied
17 Little bit satisfied
68%

Interpretation- It was found from the survey that customers those are satisfied with the organization

are in good numbers i.e. 92% which makes clear about the reputation and goodwill of the company

regarding the same.

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 CHAPTER- 5

(FINDINGS AND CONCLUSIONS)

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 FINDINGS

1. We got to know about the tenure of association of the customers with the company.

2. Customers seems to be satisfied about the services given by the company.

3. Overall level of satisfaction of the customers is impressive.

4. Employees are good in maintaining work relationships with the customers.

5. Tracking and tracing department seems to be very active.

6. Grievance department is always ready to respond.

7. Precise level of material handing.

8. Company is doing good and having an edge over others in its region of service.

9. Company is trying to expand its services in other region as well (especially in south and

south western region).

10. Company is Supportive in providing any services in case of urgent requirements of the

customers.

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 CONCLUSION

During this study , it was found that logistics is , was and will always remain an important industry

in any economy , as it provide a way to transfer good and services from one place to another . This

study helped in determining that customer relationship management is indeed a most important

practice for every organization as without no business could grow nor even it could survive. This

study helped in obtaining the level of satisfaction of the customers in regards to the company, its

services and its employees. Hence it is necessary for an organization to work on customer service

and even if they are doing it still it could be more enhanced. Majority of the customer were found

to be happy with the services of the organization still there is a hope of changing those customers

that are not that much satisfied. Even company could add- on some services they are providing.

It was found that majority of the customers are happy being associated with the company.

Though they should focus on attracting new customer as one should always try to grow and

develop itself in this competing world as some customers may switch to your rivals so one should

also have a look at the same and try to consolidate their customers. It will also lead to development

of brand image.

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 CHAPTER- 6

(SUGGESTIONS)

46
 More services could be add – on in the range of services provided.

 There is a scope of improvement in shipment delivery time

 Organization could involve in more customer services related activities. Like providing

daily update even without asking of the shipments.

 There is scope of reduction in lead time i.e. document processing and other related tasks

 More accuracy and enhancement could be done in tracking facilities.

 The company could develop and make new marketing strategies.

 They can grab market opportunities and can look for expansion in many regions as per

their convenience.

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 APPENDIX

QUESTIONNAIRE –

Ques 1) what is the tenure of association between the customer and the organization?

a. Between 0 to 1 year

b. Between 1to 3 years

c. More than 3 years

Ques 2) what is the taken for the response to inquiries by Salesperson?

a. Fast (good)

b. Mediocre (average)

c. Slow( poor)

Ques 3) what are your thoughts about the adaptive nature/Flexibility for Special Requests – regarding some

urgent shipments, etc. . . . Are they flexible enough?

a. Yes

b. No

Ques -4) How would you rate Problem solving capabilities of employees in the organization –?

Please rate out of 5 star

a. 5

b. 4

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 c. 3

d. 2

e. 1

Ques – 5) What Would You Say About Pick-up Timeliness / Reliability?

a. Always On time pickup

b. Delay sometimes

c. Always delay

Ques 6) how do the company handle your Cargo in between pickup and delivery of the shipment?

a. Precise

b. Good

c. Average

Ques – 7) Are the customers satisfied with Available Range of Services or not?

a. Yes satisfied

b. Should add some other services as well

Ques -8) what would you say, are the tracking services up to date or not?

a. Yes they are accurate

b. Can be more accurate

c. Not required

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Ques – 9) How good is company in sticking to its terms and conditions regarding negotiations in

prices and service related issues?

a. Very strict

b. Strict

c. Sometimes could avoid for customers sake

Ques – 10) what would be overall level of satisfaction of customers with service, after services,

price, in comparison to competitors etc.

a. Extremely satisfied

b. Satisfied

c. Little bit satisfied

(REFERENCES)

 Company Manual

Internet –

 http://www.safenbound.in

 https://en.wikipedia.org/wiki/Logistics

 https://www.netsuite.com/portal/resource/articles/erp/logistics.shtml

 https://www.researchgate.net/publication/322216635_An_Analysis_of_Satisfaction_Leve

l_of_3_PL_Service_Users_with_the_help_of_ACSI

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