Customer Service Center & Sales Force Automation

at T.C.S Pakistan

Introduction of Tranzum Group

TCS Brief
TCS came into being in 1983 Established by Engineer Khalid Awan 4 Million Parcels In A Month 4 Aircraft 250 Plus Satellite Tracked Delivery Vehicles 1500 Plus Motorcycles 2000 On-Line & Offline Locations 530 Plus Conveniently Located Express Centers 4 Existing Warehouse 7,000 Professionals 24/7 Call Center

Regular, Express & Logistics Services

Regular Courier Services Freight Plus Red BOX Student Express Express Courier Services Sentiments Express Same Day Express Overnight Express Red Box Express Logistics Services W&D Overland Express

Competitors
1. 2. 3. 4. 5. 6. 7. DHL FEDEX UPS LEOPARD OCS TNT And Some Local Companies

Dispatch Process At TCS

Consignment Booking From Regional Location or on-call pick facility Consignment Note (CN) Exclusive Bar Code Sticker is placed Computer Logging Information sent to Customer Center for Tracking Consignment sent to Main Hub Sorting & Cargo out Consignment Receiving Similar Process of Sorting & Cargo Dispatch to Final Destination Consignment Delivery Signature of Delivery Sheet

Tracking Of Consignment At TCS

Sales Force Automation At TCS

Mobile Phones PDA Interactive Website Laptops CRM database Emails

Sales Force Tasks At TCS

Contact Management Time Management Lead And Opportunity Management Knowledge Management Order Tracking Analysis and reporting tools

Example of Cross-Selling at TCS

Example of Cross-Selling at TCS

Example of Cross-Selling at TCS

Example of Cross-Selling at TCS

Customer Service Center At TCS

C-A-R-E Consistent. Approachable. Respectful. Empathetic. Centralized Customer Care Desk for Complaint Management Consignment Tracking Answering Customer Telephone Calls Generating Customer Leads Emailing Cross-Selling Deals to the Potential Clients Emailing Consignment Related News and Updates to the Customers Live Dashboard Visibility of Provides B2B. C2B & C2C Support Providing support to all Tranzum companies

CRM System At TCS

OMS Enterprise Resource Management (ERP) Oracle & Microsoft Technology SOPs Controls Operational Cycle Security Scanning Revenue Recording Invoicing Generation Operational Customer Relationship Management Tracking Tracing Key Accounts Management Lead Generation Reports Through Data Mining

Recommendations
eMarketing Sales Force Automation Quote Configuration Campaign Management

Integrated CRM Tutorial Video