SM Express: Redefining Logistics With Over Two Decades Of Industry Experience

Not only does its approach help maintain coherence throughout the network, but takes care of every functional aspect, including customer service.

With strategic planning, robust processes, and consistent monitoring measures set in place, the company excels in maintaining consistency. Moreover, company-wide guidelines for service delivery also help the firm ensure every branch lives up to the same global standards as the other.

“Our vision is to match the global service standard by adopting change management practices, investment in talent & technology and innovating products & services. To maintain reliability, we employ a combination of standardized processes, technology integration, performance monitoring, and workforce training”, shares Shivkaran, Managing Director, SM Express.

Thriving in a service-based industry, the firm ensures its employees are trained to handle every function optimally, thereby driving client satisfaction. Regular trainings are organized by the company to guide employees about the proper packing guidelines. The staff further shares this knowledge with customers, ensuring all products are packaged securely to withstand multiple handling, thus minimizing the risk of damage. Apart from this, customers are also provided the option to purchase SM-branded mother bags, boxes, bubble wrap, shrink wrap, tape and handle with care stickers. This ensures that customers get everything they require under one roof.

“We prioritize customer satisfaction by implementing proactive service strategies, responsive issue resolution, and continuous improvement based on customer feedback. The company ensures efficient complaint handling, personalized support, and service enhancements to maintain a high level of trust and loyalty”, adds Naushad Chandiwala, General Manager, SM Express.

Tech-Driven Future
Looking at the future, the company is marching towards a tech-driven landscape, adapting to emerging trends. The firm is increasingly investing in digital transformation, multimodal logistics evolution, and sustainable supply chain practices. Through these measures, it aims to enhance operational efficiency, reduce environmental impact, and meet evolving customer expectations through advanced technology and innovation.

A pioneer in the logistics sector, SM Express is also offering franchise opportunities for aspiring entrepreneurs in the logistics domain. In this growing industry, the company is extending the chance for entrepreneurs to leverage its recognition, advanced logistics infrastructure, and technology-driven solutions, thus gaining a profitable and scalable entry into the domain. With options for retaining express franchise and logistics hub and distribution franchise, the company is opening doors for diverse business interests to flourish. As the logistics sector advances, SM Express is driven to stay at the forefront of changes, continually promoting operational efficiency for clients.