Customer Profile
Based in Bucharest, Romania
Founded in 2002
1600 daily deliveries
Over 100 employees
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Challenge
Manual entry of data
Redundant manual work
Unable to track data due to the missing
of a main repository
Workflow challenges due to data
synchronization problems
Sales stagnation
Thin profit margin
Almost impossible to grow
Unable to retrieve activity reports
Unable to differentiate paying
clients of non paying clients.
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Solution
An ERP system specialized
on courier activity. – erpCourier
A more rigorous way to control
the workflow and the cash flow
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Results
Increased customer satisfaction
Improved employee efficiency
Staff overhead reduced by 50%
ROI within 14 months
Profit margin doubled |
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Background
Within the last 5 years since Concorde Courier is in business, there has not been one day, they have not delivered a package. Rain, shine, sleet or snow, Concorde Courier had continued to be in the game working persistently during city wide emergencies. They are a full-service express courier company that takes pride in its high quality service.
Concorde’s team consists of walkers, cyclists, car and van drivers, and internal staff, all working towards one main goal: to provide the fastest quality service to its customers.
With the majority of clients located in the downtown financial district, Concorde Courier is a reliable choice for rush courier service, processing over 1600 deliveries a day for some 1400 customers. Victorino Dutu, President, credits this to the current operations software (erpCourier) they are using and the excellent dedication of all the staff DesignMySoftware.
Challenge
Internally, Concorde Courier’s operations were very manual based. Dispatch was overloaded with paperwork and they were spending the majority of their time on the phone handling calls. Their original software system had become obsolete in meeting the company’s and its customer’s needs. Their old software required manual entry of data such as pricing orders and keying waybills (AWBs), into the system, but this data was either very little, or it had to be manipulated redundantly, fact which made the software inefficient and impossible to use as the number of clients increased. On the same token Concorde Courier’s executive team was unable to generate detailed reports with accurate sales breakdown or other information imperative to run the business.
When receiving inquiry and support calls, Concorde Courier were made to feel as if they were an inconvenience the staff was over worked or the business was understaffed. Furthermore, the company lacked concern for the welfare of their customers and operated on a nickel and dime basis.
Something had to be done to improve the company’s activity; it was all or nothing in Victorino’s eyes. His focus turned to find a solution that would enable him to reduce expenses and streamline internal operations, without losing staff confidence or negative impact on the customers.
Solution
The answer to Concorde’s problems was erpCourier, a Web-based courier operations software developed by DesignMySoftware that automates the front office, back-end business and in-field courier processes. In June 2006, while in a position of revenue loss, Victorino spent money on new software and hardware with the belief that risking the company is not an option and a investment in a business management system will be the perfect solution for his company in the long run. erpCourier offered Concorde Courier a system that was easy to use and versatile. It was everything they needed in one complete package. In addition, the product was backed by proven technical support staff and offered Concorde Courier an array of integrated solutions that could assist Victorino with his growth strategy.
The Courier Company could not afford any downtime and required a quick implementation of the erpCourier System. To assist in the implementation of software systems, DesignMySoftware trained Concorde Courier’s staff individually beforehand, and on the go-live date provided them with several on-site trainers. In the weeks that followed, DesignMySoftware’s staff remained just a phone call or click (remote computer assistance) away if Concorde Courier requires anything.
In addition to the main software, DesignMySoftware implemented Mailshot, and FastMail a erpCourier Integrated Solution designed to streamline the workflow between Concorde Courier and their agent couriers. At this point a customer is still able to track the real-time status of an order even though the order has been dispatched to an agent courier.
Results
With erpCourier alongside, Concorde Courier’s business runs more efficiently and the most important proof is the increase in sales and profits . Their staff is not frustrated due to manual writing or bad software; their management team has fast, accurate information; the dispatchers are happier and the courier agents are more efficient.
Concorde Courier have never been faster with service available to customers in a matter of seconds.
Online, customers are happy because they have real-time access to proof of deliveries over the internet. Internally, Concorde Courier was able to drastically reduce the communication time and operating costs associated with agents. erpCourier had eliminated the labor, the intensive paperwork that typically exists when courier companies perform agent work. Dispatchers have become more efficient directing more of their time and efforts to customers. The managers have access to real time reports and they can make real time decision concerning their business. erpCourier allowed Concorde Courier to handle much more work with less effort.
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