Your Express Delivery Partner

Your Express Delivery Partner
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OUR MISSION, VISION & VALUES
OUR MISSION
Deliver commitments consistently to our customers
through outstanding people working together, a
network engineered for accuracy and leading the
market in quality and profitability.
OUR VISION
To be the most preferred Express Logistics Company
in India.
OUR VALUES
People
We create an atmosphere of mutual support, respect and collaboration, realize our
success depends on our ability to perform as one highly effective team.
Customer
We are committed to high quality service delivery – reliable, timely, responsive and
proactive, in meeting our customers’ needs and ensuring a positive customer
experience.
Integrity
We are open and honest in all our dealings and maintain the highest integrity at all times.
Keeping promises
We honor our commitments to all our stakeholders.
Process Discipline
We define, follow and improve processes rigorously, to enhance efficiency and
effectiveness of service to customers and business performance.
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Our journey so far…
SPOTON was created when IEP acquired TNT’s domestic business in Dec 2011.
Annualized revenues Rs 190 Cr in Dec 2011 to current run-rate over Rs 300 Cr ,
60% growth over 2 years
Monthly volumes currently at 29K MT from 19K MT in Dec 2011, 53% growth in 2
years.
Significant investments in Operations - Infrastructure / MHE & IT initiatives to
provide visibility & enhanced controls – GPS, Android based PUD, integrated billing
system
Independent Internal Audit function reviews operational practices to ensure
adherence to integrity standards, helping in increased customer confidence.
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COMPANY SNAPSHOT
A strong road express organization with around 1000 employees
Highly skilled professionals having 15 to 20 years of experience in
national & regional roles
Managers having MNC and Industry experience from organizations
like TNT, GATI, SAFEX, BLUEDART, FEDEX, etc
Strong IT capabilities, customer centric employees and service
commitment through a dedicated & motivated team, to ensure that
your business requirements are met and fulfilled on time
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OUR BOARD
Sid Khanna-Managing Director and Chairman of IEP. Previously built
Accenture’s consulting and outsourcing businesses in India and the UK. Was
also the country managing partner for the Middle East.
K K Iyer-Managing Director of the India Advisor. Previously a Partner at
Accenture, where he led the transportation and logistics practice. Worked
with Mr. Khanna for 17 years. During his tenure at Accenture, he led
Accenture’s relationship with TNT and closely worked on TNT’s strategy in
India.
Abhik Mitra-CEO for IEP’s logistics investments. Has over 28 years of
experience in the logistics, entertainment and consumer products industries.
Previously the Managing Director of the $100 million revenue Indian arm of
TNT, where he was instrumental in growing the Indian business. Prior to this,
held several senior executive and board positions at RPG Enterprises and
Hindustan Unilever.
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COUNTRY MANAGEMENT
Abhik Mitra
Managing
Director
Krishna
Chandrashekar
Chief Financial
Officer
Uday Sharma
Director-Sales
Jothi Menon
Director- HR
Rajesh Kapase
Director-IT
Nikhil Saxena
Director-OPS
Sharmistha
Majumdar
DirectorCustomer
Service
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SENIOR MANAGEMENT TEAM
Krishna
Chadrasekhar
Uday R Sharma
Nikhil Saxena
Jothi Menon
Sharmistha
Majumdar
Rajesh Kapase
• 18 years of experience - Logica, GXS, Skycell, Thomson Consumer Electronics
• 18 years of experience - Aramex, Safexpress
• 26 years of Experience at Blue Dart
• 20 years of experience - Accenture, AOL, IBM
• 19 years of experience - TNT, Bluedart, Scholastic
• 16 years of experience - First Flight, Brisk Electronics, Megasoft
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SPOTON CULTURE
Integrity
Performance
Cultural
Pillars
• Integrity is one of our core value
• Policies on Whistleblower, Conflict of interest, Gifts &
entertainment to deal with unethical behavior
• Annual Integrity Workshops for all employees
•
•
•
•
Strong performance driven organization
Global mindset & experience, Indian Focus
Rewards strategy to build high performance culture
High focus on growth from within – internal movements
• Service: Reliable, Fast, Neat & Accurate
• Putting Customer First
• People: Respect, Growth & Transparency
• High Performance Teams: Operating to High Process Standards
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Our Strengths
A wide reach of network serving over 250 + locations and over 16300 + pin codes across India
through 8 major depots and 11 secured Transit hubs to make the movement of your goods faster,
hassle free and SPOTON
Highest Number of Self-Managed / Owned Network: Resulting in uniformity of processes and
policies, Consistency of service performance across all parts of the Network.
24-hours online track & trace systems with instant e-pod (proof of delivery) post-delivery
Advanced and user friendly Web based IT Solutions :Enabling you to create connote ,view einvoice, customized MIS at click of a button
Vertical Expertise with strong account management: Vertical Supply chain solutions based
expertise supported by strong key account management process.
Highly skilled and trained manpower: Providing seamless world class express distribution solution.
24/7 customer service to ensure that your business requirements are met and fulfilled on time @
1800 200 1414
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OPERATION STRUCTURE
DIRECTOR - OPERATIONS
NATIONAL HEAD
NETWORK /
LINEHAUL
MANAGEMENT
NATIONAL HEAD
- SECURITY
NATIONAL HEAD
- PUD
MANAGEMENT
REGIONAL
OPERATION
MANAGER - NORTH
REGIONAL
OPERATION
MANAGER - EAST
REGIONAL
OPERATION
MANAGER - SOUTH
DOM MUMBAI
DOM CHENNAI
DOM - UP
DOM - PUNE
DOM BANGALORE
DOM CHANDIGHAR
DOM AHMEDABAD
DOM HYDERABAD
DOM - DELHI
DOM KOLKATA
REGIONAL
OPERATION
MANAGER - WEST
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FOCUS ON OPERATIONS TRAINING &
DEVELOPMENT
HUBS
SERVICE CENTERS
Hub Manager’s Meet – to focus on
process improvements, cost
management, people management
Staff Training – processes and
behavioral aspects
Handler Training – on the importance
of proper loading & unloading
Data Entry Operators – to align
them with new system updates
DEPS Awareness Program
GSA / Pick-up & Delivery Agents –
to ensure Spoton’s visibility and
adherence to processes
Business Associate (BA) Training
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Fleet Strength
Schedule
Route
Kms
Payload in Ton
Route Count
Total Vehicles
Feeder
6729
608
110
66
Service
168199
1722
206
421
Total
174928
2330
316
488
Month End Unscheduled Container Vehicles from Existing Vendors
Route
Kms
Payload in Ton
Route Count
Total Vehicles
Feeder
5234
765
63
63
Service
36320
966
45
45
Total
41554
1731
108
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 We have got 170 Vehicle on GPS Enabled in Schedule Service route.
 We have got 10 Route 101 High Cube vehicle.
 Our average vehicle age for Line haul Is below 04 Years and Feeder is
below 05 Years.
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Fleet Strength
 Count Of In City Vehicle Strength And Payload Available
 We have Got 155 Vehicles With Online Tracking Through Android Phones At
Kolkata, Bangalore, Chennai, Cochin, Hyderabad And Delhi. Rest Locations To
Be Covered In Next 1 Month.
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Infrastructure @ SPOTON
Damage & handling management :
Some Events : Cargo Bar , Driver’s Room, HPT, Winter Jacket for North team, Driver’s meeting
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Infrastructure @ SPOTON
Various Best practices of Stacking, Towing , Palletizing, Storing and Usage of
Cargo Bar to secure Customer’s load inside the vehicle.
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Infrastructure @ SPOTON
Training is a critical aspect to prevent damages and safe handling, we conduct regular
training on the same
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Our Key Vertical Segments
Health Care
Stock Transfer & Sale Movement
Sample & Promotional Distribution
Movement of Medical Device
Automotive
&
Industrial
Time Bound Spare parts Movement
Reverse Logistics
Lifestyle
ICT
Time Bound Delivery to Retail outlets and MBO
Stock movement from Vendor locations
Reverse Logistics
Movement of Hardware & Spare parts
Storage & Distribution
Reverse Logistics
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Some Of Our Key Customers
Health Care
1. Cadila
Pharma
2. Zydus
Healthcare
3. Abbott
Healthcare
4. Ranbaxy
Laboratories
5. GE
Healthcare
6. Johnson &
Johnson
7. Dr. Reddy’s
8. TTK
Healthcare
9. Intas Pharma
10. Aurobindo
Automotive
&
Industrial
1. Nissan
Motors
2. Renault
3. Bharat Benz
4. Volvo
5. 3M
6. Tata Motors
7. Mahindra
8. SKF
9. Cummins
10. ABB
11. Tyco
Lifestyle
1. Lifestyke
2. Reliance
Trendz
3. Arvind
Brands
4. Zodiac
5. Wrigley
6. Godrej
7. Tetra Pack
8. Liberty
9. Metro
10. Catwalk
11. Welspun
ICT
1.
2.
3.
4.
5.
6.
7.
8.
9.
Samsung
LG
Phillips
Toshiba
HCL
Lenevo
Airtel
Redignton
Tata
Communicati
ons
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IT SYSTEMS @ SPOTON
CUSTOMER
BUSINESS ASSOCIATE
PRESENTATION LAYER
MESSAGING
ERP BUSINESS SOLUTION
SAP (FICO)
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IT SYSTEMS @ SPOTON
Basic Infrastructure Hosted at Tier 3 Data Centre:
Hosted at Tier 3 Data Center with 1:1 redundancy, Hybrid Cloud solution.
Latest Quad-Core Intel Xeon based Servers on high speed Gigabit CISCO Network, High
speed, Fiber based SAN Storage
All SPOTON Depots are connected over high-speed MPLS network with 1:1 redundancy at
all possible / major locations.
Core ERP solution Runs on popular Microsoft platform(.NET on SQL Server) apart from
SAP/FICO solution for Finance.
BAR-CODE Solution at all Possible Location
SPOTON Scans Mother Docket(CON Note/AWB) while doing data entry to reduce any data entry
issue. Piece level Tracking/Scanning project is in pipe line.
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IT SYSTEMS @ SPOTON
Track n Trace Solution :SPOTON provides it's customer an unique experience
on Tracking a Shipment.
Apart from normal Tracking solution through it's
website, www.spoton.co.in, Startrek also provides a
Daily Pro-active Booking /Delivery update automatically
via Email(need an one time registration via Web).
Through www.spoton.co.in ,customer can also reach
Customer Service by writing a feedback on the same or
even organize a pickup/delivery or asking for a Quote or
searching for a location to name a few.
SPOTON’s Tracking solution is also coupled with SMS
alert & email system. User even can drop a “Notify Me”
option to alert when a shipment ultimately gets
delivered.
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IT SYSTEMS @ SPOTON
Pro Active Pre-Alert :Daily Pro-active Pickup/Delivery report – This would enable seamless data between SPOTON and
Customer without any human intervention.
Once setup, this will run every day giving customer all details pro-actively every day. It has 5 major
components say Complete Pick up for Last Day, Delivery for Last Day, Dimensions and Weights, Reference
Numbers & all Exceptions.
This can be setup very easily via SPOTON’s sales support system or drop a mail to
[email protected] with your Account Code and Email ID
SPOTON’s Unique Web Shipping Tool
Solution :Completely web based, no local installation is needed.
Use either Laser printer / Thermal printer
Address book to reuse data at all possible time
Data gets transferred to nearest SPOTON Location
much before the load arrives thus removes total duplicate
entry and enhances data accuracy
Consignment Note & Multiple part Sticker Solution
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IT SYSTEMS @ SPOTON
POD Images :
SPOTON have implemented Auto-feed Smart Document Scanning Solution, which will provide POD
Images on a real time basis. POD Images are getting captured within 24 hours of delivery at all
standard/regular location and within 48 hours incase of remote locations. POD Images can be
viewed/downloaded thru website/SpotConnect portal.
Today we assure 99% ePOD on the net for customer’s real time use. One need not to wait ‘till Invoices
reaches you.
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IT SYSTEMS @ SPOTON
SPOTConnect Solution :
SPOTON's unique Spotconnect (www.spoton.co.in/spotconnect) is a self-service web
solution for valued customers, who can login into the portal with their own Login ID user
name and password to get details as following just by click of a button :-
Detail Consignment level Tracking
View and download of Booking & Delivery details including Freight amount(yes you
can book your cost of Transportation the very next day)
Invoice details, eInvoice and payment details
Digitised POD (Scanned Proof Of Delivery) images along with many other features
and facilities which is very unique
Pick up request registration simplified
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OPS – IT Approach
Android Based Pickup & Delivery Solution
We, have designed a customized Delivery solution via basic Android phones. Through which delivery updation ,
signature etc. getting captured on time, directly from the field. Currently this system is deployed at PAN India basis at all
major cities covering 300+ delivery routes and spanning 70% of daily deliveries. Thus customer is enjoying prompt and
instant visibility through www.spoton.co.in.
We are now developing the same Android based Pick up Solution which will also enable Consignment note writing and
instant label generation.
SPOTON also deployed it’s very own Android based Query management system by which customer can check a pincode
serviceable or not, find a location, Track a shipment, Booking a shipment to name a few. Please visit
http://tinyurl.com/SpotonAPS to download the same.
IT SYSTEMS @ SPOTON
GPS Facility at all major line haul vehicle
SPOTON understands the most critical aspect of it’s business is managing Line haul vehicles which
carries customer’s goods from one city to another. To control all of it’s Line haul SPOTON have now
deployed a centralized monitoring system through it’s 24 * 7 Centralized Network Management system
based out at SPOTON’s HO at Bangalore. Also this CNM team monitors 42 critical checkposts extensively
round the clock.
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IT SYSTEMS @ SPOTON
CRM(Pick Up System):
This is our pleasure to inform you that we have now implemented 1800-200-1414 based Toll
free number for all CRM activity, probably amongst all domestic player we remain
committed to this approach. Also we have now planned to create a plethora of services
around the same CRM to capture all kind of requirements from customer be it direct call,
email, sms, fax, social media, direct portal access to name a few. We have taken a total 360
approach so that customer can reach us instantly for a pick up.
SPOTON Control Tower Solution:
We have designed an indigenous Control Tower based solution thru which we have
automated many of our large automotive customer's unique reverse pickup solution.
We are also strengthening it to reach it to customer and even to it's associates/dealers
etc. thru Internet. By using this process material movement between Customer, it’s RDC,
it’s Distributors, Stockists and thru SPOTON would be very easy with some very good
useful report.
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IT SYSTEMS @ SPOTON
SMS Solution :
SPOTON have taken SMS route on one of it’s most effective way. Just send an SMS you get
your Tracking done, get your Pick up organised, get to know your Freight amount, know that
the said Pincode is serviceable or not and so on.
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Central Network Management
 SPOTON keeps it’s priority on safety of it’s material , vehicle and driver. Thus we have
created a Central Network Management(CNM) team at HO, Bangalore who works
24*7*365 day monitoring key line-haul vehices, manages Check post, control Drivers
and their behavior and running
 Al so they monitor 2 locations where we have put CCTV centrally to ensure that
shipments are not mishandled in any way. Locations are Bangalore & Nagpur. We have
a plan to expand this CCTV network to 8 critical locations next week as this was taken
as a pilot.
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Material Handling
Damage & handling management :
At SPOTON, we give highest priority to Customer’s shipment and it’s handling. Thus we have taken some
preventive measurement at all our HUB locations. Such as
- Introduction of MHE based load handling. Nearly 150 new MHEes were distributed pan India and all
loads are now moved within a hub only thru Palette.
- We have also introduced Motorised HPT at all our major Hub locations to make faster load
movement between Bay and Hub
- Damage prevention week gets celebrated at all HUBs at every quarter, this includes Loader Training
- We believe ‘better life for loading team’ means better handling , thus all handlers are a must to take
periodic shift break, get adequate rest etc. We do have a mess facility at all HUB locations giving
better staying facility and food arrangement
- Also we have introduced an Unique concept of taking picture of each vehicle after loading and
before unloading. This keeps leading team on their toe as some one would be watching them
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Claim Handling
 Claim are handled from a centralized team based out of SPOTON HO
 Claims in SPOTON system is alerted by destination operation though
internal codes
 All Claims are registered though a mail / intimation received from
Operation or customer
 Claims are then investigated by the central team from HO
 Based on investigation internal corrective actions and improvements
plans are implemented.
 Documents pertaining to processing of claim Invoice copy, claim letter
etc are collected
 COF is issued within 21 days or as per agreed terms with the customer
after receiving the claim documents.
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Customer Service
24 X 7 Customer service @ 1800 200 1414
Integrated Frontline and Support teams.
Deal with all customer contacts regardless of query.
One point Customer Service Consultants for Key Account Management .
Strong interface to account management and operations .
One-stop-shop offering a comprehensive range of domestic express services
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Booking Just Made Easy
SPOTON is glad to announce it’s enhanced and feature rich pick up process which provides the
following solutions
-
Register your pick up by calling Toll Free No 1800 200 1414, 24 * 7
-
We have now developed a unique Android Apps just for you. This will take care of your
query on Pincode, Price, Volumetric Calculator and also book a Pick-Up just by a few click.
Download now at http://tinyurl.com/SpotonAPS.
-
Send a SMS and Register Pick up, send SMS “Pickup <Your Account Code>” to 92433 92433
-
Send an Email to [email protected] with “Pick Up “ as Subject line and your phone
number + Account Code in the text of the mail
-
Go to www.spoton.co.in/SPOTConnect and do a simple registration, it would have an
automatic registration and it will send you a pick up order number automatically & tracking
of the same
-
GO to www.spoton.co.in and register a Pickup
-
Send Bulk Pick Up via an easy XLS file and get a complete updation back in minutes with
complete pick up details
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Reaction time for Issues and Escalations
S.No
Type of Issues / Escalations
1
Pick Up request.
Maximum
Timeline
Escalation
Response
a.
Pick up registration
1 hour from the time of
receiving the mail
30 minutes
b.
Forwarding pick up order number to the
customer
1 hour from the time of
receiving the mail.
30 minutes
c.
Final status of pick up
24 Hours for STD
locations
2 Hours
96 hours for ODA
locations
3 Hours
1 Hour
30 minutes
1 Hour with complaint
number
30 minutes
7 days
1 working day
2.
Queries
3.
Complaint
a. Damage/Shortage/Pilferage
Interim reply
Final Reply
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Reaction time for Issues and
Escalations
S.No
Type of Issues / Escalations
Maximum
Timeline
Escalation
Response
4.
Complaint
1 Hour with
complaint number
30 minutes
Interim Reply
Final Reply
7 days
1 working day
Interim
1 hour
30 minutes
Final
15 working days
1 working day
a. Lost
5.
Claims
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Billing process – Highlights
• Centralized con entry – To expedite validation at HO
• Validation through con images – For on time generation of invoices
• Centralized billing & dispatches
• Providing E-Invoices to customers
• 100% POD scanning
• Automated Billing MIS to customers
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HR PRACTICES
Performance
Management
Strong linkage of pay for
Performance
Transparent Annual
Appraisal Process
Competency framework
Rewards &
Recognition
External benchmarking of
Compensation & benefits
Adapted best industry
practices with respect to
C&B
Special Recognition Awards
Talent Acquisition
Using HAY’s level of job
profiling
Highly skilled &
professional employees,
having experience
Career development
through internal
movements
Incentive Schemes
Wall of Fame Boards
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HR PRACTICES
Learning &
Development
Employee
Engagement
Organizational
Development
Company wide Induction
Open House Sessions
Strengthening organizational
capability
Integrity Workshops
Cross-Functional Meetings
Leadership Development
through succession planning
Functional Training
Team Celebrations
Productivity Improvements
& capacity building
SPOTON UPBEAT – HR
Newsletter
38
We adhere to our systems
to deliver accuracy
consistently.
Call us at : 1800 200 1414
Visit us : www.spoton.co.in
Mail us : [email protected]