SM EXPRESS: ADVANCING IN BEST-IN-CLASS CUSTOMIZED END-TO-END LOGISTICS SOLUTIONS

Business Magazine

“In the next 5 years, we see ourselves inching towards our vision by investing more in new-aged technology with path-breaking and highly innovative automated equipment, wider network expansion, and more product offerings.”

Mr. Shivkaran (Managing Director, SM Express Logistics Pvt. Ltd.)

As time has progressed, so has the significance of logistics. The Logistics industry has become the heart of supply chains. It holds critical importance as it connects several businesses, suppliers, and markets with each other. Not only is logistics becoming important for distribution & other industries, but it has also made the distribution and delivery of products and services prompt, systematized, and efficient. 

Furthermore, continuous and rapid technological changes have drastically changed customers’ expectations; they now shop from the comfort of their homes and expect any product to be delivered at their doorsteps on time. On the other hand, many companies rely on transport and logistics to keep their businesses strong. They rely on logistics companies to help increase the sale and profits dealing with the production, warehousing, shipment, and delivery of products.

Mr. Shrawan Chaudhary, who once started working as a delivery executive in one of the courier companies to support his routine expenditure while pursuing graduation, founded SM Express in 1996 to live his dream of providing preeminent logistics services to businesses. He established the company to boost the business value of different brands and maintain their overall image in the market by offering the best logistics services. 

Mr. Shrawan Chaudhary not only converted his vision into a reality but also trained his brother Mr. Shivkaran to lead the organization. Today, Mr. Shivkaran continues to lead the blueprint of vision as framed by his brother. From being a grassroots field staff to Managing Director, Mr. Shivkaran has been associated with SM Express since its inception. With over two decades of experience in the logistics industry, he has the right combination of knowledge, leadership, and business acumen to propel SM Express to new heights of growth and diversification. Under his leadership, SM Express established franchise facilities across PAN India. Mr. Shivkaran is a passionate believer of the ‘People-First’ philosophy, creativity, innovation, entrepreneurship, and empowerment.

ABOUT SM EXPRESS

 

SM Express is one of the leading logistics companies, providing specialized B2B logistics services across multimodal courier operations in Pan India since 1996. The company has its headquarters in Mumbai, although it has expanded its operations to other areas of logistics and supply chain solutions. As a logistics service provider, SM Express takes a solution approach and serves the entire supply chain of customers. The company is uniquely positioned to provide tailored solutions to each of its customers and thereby helps in reducing costs and increasing the efficiency of their supply chain. The company has executed major shifts in Information Technology by upgrading systems for advanced tracking and realtime information to empower customers for “Ease of Doing the Business.” 

Excellent delivery management process, new products, and services to suit customer requirements, analysis of customer feedback & delivering commitments, visibility of reports, and responsible and transparent management practices remains the hallmark of SM services. SM express is the market leader in a special segment of business and will continue to excel for years to come.

CORE STRENGTHS OF THE COMPANY:

The strongest and most essential part of any business is its power and strengths. SM Express is successfully operating in the logistics industry. The core strengths of the company are:

  • Completed 25 Years in the logistics segment
  • Operational in 10,000+ location & 5000+ pin codes
  • A workforce of 1500+ employees
  • Established 200+ Franchises
  • Caters to 3500+ loyal customers
  • Uses 300+ commercial vehicles
  • Covers 700+ cities
  • 1,00,000 sq. ft. Space
  • 4000+ Tons Weight PM

THE JOURNEY OF THE COMPANY

The journey of SM Express has been full of challenges, huge learnings, big opportunities, and plenty of successes. 

  • 1996: SM Express was established as SM Worldwide emphasizing into International business vertical.
  • 2000: It ventured into the Domestic segment as a franchisee of a known courier company as SM Worldwide Express. 
  • 2007: The founder late Mr. Shrawan Chaudhary realized the potential of the B2B segment and started expanding the network through owned branches from 2007 as SM Courier Services Pvt Ltd covering both Domestic and International services.
  • 2014: SM Courier registered itself as SM Express Logistics Pvt. Ltd. emphasizing parcel distribution across the nation. Following this, it grew from 40 to 400 partners, covering 700 cities, 5000 pin codes, and 10,000 locations, having 1,00,000 sq ft space and catering to 3500 customers. SM Express created a unique concept of marketing to the receiver rather than the seller. This reverse selling concept created a niche for SM Express in the market.
  • 2016: SM Express launched new products like Premium Air service and Economy Ground Cargo.
  • 2021: SM Express completed its 25 years and bought its own SM House.
  • 2022: SM Express is planning to set up its Warehousing, FTL & B2C divisions.

WHAT SETS THE BRAND APART?

SM Express is continuously building a distinctive brand and goodwill in the market since 1996. Continuous service level up-gradation, application of customer’s suggestions into business, tailor-made solutions, and zero tolerance in operation are some of the factors that set SM Express apart from similar-sized players in the logistics market. Other practices that position the company uniquely in the market are: 

  1. Technology-driven operations from first mile till the last mile. 
  2. Excellent Service in B2B Segment 
  3. Approachable & collaborative management

PORTFOLIO OF PRODUCTS & SERVICES

SM Express offers customized end-to-end B2B logistics solutions and distribution services in Pan India through a multi-modal approach. It offers a wide variety of products and services. 

  • RAPID SERVICES

It includes a Premium Product developed by the company keeping in mind the needs of the customers towards safe & swift delivery of important & day-definite consignments across India with a money-back guarantee. RAPID shipments are moved under the first available premium flight. 

  • AIR EXPRESS SERVICES

Air express services facilitate shipments that are important and need faster delivery compared to surface mode. 

  • GROUND CARGO SERVICES

A Ground Cargo Product is designed to serve and fulfill customers’ expectations through surface mode. It is designed keeping in mind the need for competitive pricing with quality service. 

  • RAIL EXPRESS SERVICES

It is another reliable and economical surface product designed while keeping in mind the need for bulk movement at a cost-effective price. 

  • INTERNATIONAL SERVICES

SM Express has its international division serving all 220 countries across the globe. It has agent networks in New York, London, Dubai, Singapore, Nepal, and China and ties up with international allies. It offers international document & non-document door-to-door services, Door To Airport (Express / Economy service), Airport to Door (Express / Economy service), and Imports by Air on Courier & Commercial mode. 

The company also offers customized warehouses as per the client’s desired requirements. Apart from the part load, it also provides FTL services to metros. Other than these services, it also offers Value Added Services like “Cash On Delivery” service to its customers. By offering this, the company aims to give more and more products and services to the customers.

THE CLIENTELE OF THE COMPANY

The express logistics industry is witnessing dynamic changes and service level demands. SM Express envisages customers’ demands and works towards its fulfillment matching their vision. Despite 25 years of successful operations, the company has never deviated from its founding principle i.e. Delivering Peace of mind through Assured Delivery. It ensures the unbreakable faith of its customers through proactive responses from its Customer Service Team and Excellent Delivery Management Process.

MISSION AND VISION STATEMENTS

The mission of the company is to be listed among the top ten express logistics Companies in India. To achieve this mission, the company is creating entrepreneurship opportunities for aspiring individuals through the unique franchise system, diversifying business, inorganic growth, talent acquisition, continuous training, and by adoption of the best Industry practices”. The vision is to match the global service standard by adopting change management practices, investment in talent & technology, and innovating products & services.

THE QUALITY POLICY

SM Express has been following its Quality Policy since its inception that calls for continual improvement in its management practices. All the businesses are conducted keeping in mind the following principles: 

  • Compliance with all applicable statutory laws and regulations
  • Communicating Quality objectives and performance against these objectives to its Internal and external customers
  • Applying professional and transparent approach in every activity and actions
  • Creating culture that promotes growth, employee longevity, and profitability
  • Making best use of available resources to meet short-term and long-term goals
  • Ensuring safety of employees, franchisees and associates members and suppliers
  • Working closely with customers and suppliers to deliver quality services
  • Encouraging high level of competitiveness and creating environment in which everyone succeed 
  • Building team, partnership, and cooperation
  • Reducing stress and friction

VALUE OF TEAMWORK FOR THE COMPANY

Teamwork promotes an atmosphere that fosters friendship and loyalty. These close-knit relationships motivate employees to work harder, cooperate, and support each other. It creates an environment where employees work cooperatively, and become focused on promoting their own achievements. Mr. Shivkaran maintains team ethos in his company by empowering the SM Express team to make their own decisions, assigning serious & committed team goals, training, and providing required resources. He also designs the roadmap for his employees for their career growth and trains them accordingly.

BIGGEST CHALLENGE IN THE LOGISTICS INDUSTRY

According to Mr. Shivkaran, the biggest challenge in the logistics industry is the operating cost, be it high fuel costs, manpower, or infrastructure. If the fuel prices go high, it increases the transportation costs. The rise in fuel prices always increases the surcharges added to freight rates, this eventually cuts down the company’s revenue and earnings. 

To overcome this challenge, the company has changed its fleet from diesel to CNG fuel. SM Express also takes the help of technology to avoid service failures. The company also trains its internal team and escalate them to next level where it saves the cost of hiring people from outside.

ADVICE FOR UPCOMING ENTREPRENEURS

“My advice for young entrepreneurs would be to challenge themselves, do work you care about, take risks, believe in yourself, have a vision, find good people, and face your fears,” Mr. Shivkaran shared a piece of advice for emerging entrepreneurs.

DEFINITION OF SUCCESS

Mr. Shivkaran defined success and said, “I feel success is what you can achieve when you try your best in all aspects of everything you do, even if that doesn’t lead to big results. If you’ve done your best, you should feel proud of your efforts.” 

He unlocks the secret of his success and says, “My secret to success is the belief of the founder of this company and that is “My People Are My Strength & My Possibility.”

THE PRESTIGIOUS AWARD

Hemtextil India has awarded SM Express the most preferred logistics partner for the year 2018.

MANAGEMENT TEAM

Ms. Seema Chaudhary- Chairman & Managing Director
Mr. Shivkaran- Managing Director
Mr. Suresh Chaudhary- Director
Mr. Dayal Dhayal- Director

Related: Brands Of The Year 2021

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