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SERVICE EXCELLENCE
Call centres
Customers find it comforting to know that
wherever they may be, Gati is always within an
arm’s reach. Thanks to the institution of call
centres, the only one of its kind in India’s
express cargo industry, Gati’s service delivery is
now a uniform nationwide standard.
As a result, Gati’s customers need to simply call
1-600-33-4284 (Gati), a single toll-free number,
to have their clarifications addressed with
speed and sensitivity. This service has emerged
a success: manned by over 100 trained
professionals, it negotiates nearly 100,000
customer calls a month across the 10 Indian
locations of Hyderabad, Chennai, Bangalore,
Indore, Delhi, Lucknow, Mumbai, Pune,
Gandhinagar and Kolkata.
Each Gati call centre is technologicallyequipped:
it is reinforced with an IVR for
immediate automated information and
provided with automatic devices that do not
just receive calls but also track their outcome,
ensuring satisfactory customer service at all
times.
As a result, all issues at Gati are
comprehensively resolved within 48 hours to
the fullest satisfaction of its customers,
accompanied by a prudent escalation system
whereby lingering issues can be migrated to a
higher management tier for immediate
resolution.
Networking
India is several times larger than most
European countries. For a committed
customer-centric logistics organisation like
Gati, this vast size translates into nearly 464
routes over 153,594 kilometres a day. Gati
addresses this challenging complexity with a
cargo distribution system that is the largest in
India. This size of presence is reinforced with a
comprehensive networking, which comprises
not only inter-state logistics but also various
inter-state legal and taxation compliances for a
seamless movement of material at all times.
In doing so,
• More than 350 Gati locations are manned
across 24 hours.
• The cargo is routed through 3,000
nationwide locations for prompt delivery.
• Each of more than 700 (1,200 vehicles if
associates included) in-transit vehicles are
tracked on a periodic basis to enhance
customer awareness and confidence.
Infrastructure
To facilitate the ease, speed and efficiency in
delivery, Gati has commissioned rail transit
centres (nine hubs), surface transit centres (20
hubs) and air-transit centres (19 hubs) across
the country to customise material handling
with respect to the nature of shipment and the
required operational sensitivities. Gati has
reported an unbelievable punctuality record of
up to 96% in a logistically challenging
environment and the result is a delighted
community of brand-enhancing customers.
GATI HAS REPORTED AN
UNBELIEVABLE PUNCTUALITY
RECORD OF UP TO 96% IN A
LOGISTICALLY CHALLENGING
ENVIRONMENT AND THE RESULT IS
A DELIGHTED COMMUNITY OF
BRAND-ENHANCING CUSTOMERS.
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