A New Customer Channel That Added ₹7+ Crore in Business

Private Seaport in India·Gujarat, India

Strategy & PlanningPeople & ProcessMarket & CustomersOrganizational EffectivenessBusiness ExcellenceIT & Automation

Key Impact

“Learn How a new channel added Rs. 7 Crores to business”

Context & Background

The seaport is part of a large business conglomerate in India. The port had grown substantially from its humble beginning and became the largest commercial cargo port in India. The port had a marketing team who would reach out to potential and existing customers. However, the organization didn’t have a structured mechanism / channel for potential customers to approach it or its marketing team. With a view to provide single point of contact for customer service and new inquiries, organization decided to create a Customer Service Cell.

Key Challenges

1The most challenging part was the acceptance on part of the organization. Key leadership team had doubts that the organization might have missed potential customers because they did not find proper channel to interact with the port.

2Another challenge was having the buy-in of existing marketing team in support of newly created cell.

Work Executed

Outlining the role of the proposed Customer Service Cell (CSC)

Identified and assessed team members

Inducted & trained on CSC deliverables

Developed and implemented SOPs

Created a single point of contact for customers

Implemented IT system for easy monitoring of requests & feedback

Value Delivered

After overcoming the challenges, the new team was inducted within the organization from existing talent pool. Awareness sessions were conducted for operations and support teams to understand the role of CSC and integrate the team within organization. CSC team channelized inquiries for the organization, leading to an additional revenue and profits of Rs. 7+ Cr.

Key Assignment Components

#customer#customer service#SOPs#system#training#selection#process#revenue#marketing channel#new team#seaport#logistics#infrastructure

Includes work undertaken by team members as part of assignments / employment.

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