A little more than a year after Gati-KWE embarked on its journey of transformation as ‘An Allcargo Company’, it has been consistently expanding its infrastructure to diversify and offer its customers superior products and services with better customization and more options.
With over 30 years of experience and a countrywide coverage in India, Gati-KWE’s infrastructure upgrades give it a formidable edge to complement its already existing excellence as one of India’s premier express distribution companies offering unmatched air freight, supply chain management and e-commerce services.
Enhancing physical infrastructure
Increasing its square footage in north India, Gati-KWE will soon launch a new Surface Transshipment Centre (STC) in Farrukhnagar in the Delhi National Capital Region (NCR). With an area of over 1.5 lakh sq. ft., it will process cargo loads of almost a hundred trucks per hour for short-haul deliveries in north India and long-haul movements across the country. Being tech-enabled and having an automated and paperless process will significantly reduce the dwell time including the time taken for loading, unloading and moving cargo to the final destinations. As a result, customers will benefit from superior transit times, accuracy in cargo delivery and high locational advantage of access to all major national highways. The STC adheres to the green belt requirement as well and four other STCs are also in the pipeline.
Taking strides in air infrastructure, Air Transit Centres (ATCs) at 24 prominent commercial airports are being repositioned to move in closer proximity to the airports, enabling multiple connections and retrievals, so that customers get flexible first and last mile deliveries customized to their business requirements. Relocation of two very important ATCs has already begun. This is part of a larger strategic move to design and deliver best-in-class customized solutions, with a 24 - 48 hours turnaround time (TAT).
A future-ready digital infrastructure
Going all out, in addition to the physical infrastructure, Gati-KWE is also augmenting its digital infrastructure. It recently launched its WhatsApp chatbot, Genie, offering a range of services to customers such as PIN code serviceability check, rate and transit time calculator, track and trace, pickup registration and more. The upgrades to the website and the development of a customer portal in progress are sure to delight customers.
The 24x7 customer service helpline also recently underwent a technical upgrade and is now using call management software. Consequently, the response and resolution time has significantly reduced. Automation has been introduced for assignment of pick-up requests registered through digital platforms i.e. the online customer portal, Gati-KWE website and Genie chatbot on WhatsApp. These features enhance team as well as task management as the software helps to keep track of number of calls taken, missed and other relevant parameters thereby significantly enhancing efficiency.
With these infrastructure upgrades, Gati-KWE is fast-tracking its growth. These will allow Gati-KWE to offer a range of services with an enhanced TAT and greater visibility, resulting in significant gains for customers.