Where things were breaking.
AllcargoGATI operates at a scale most logistics companies spend decades building — 771 operating units, 22 logistics parks, and nationwide coverage across every Indian pincode. Their infrastructure was enterprise-grade. Their sales and customer communication operation wasn't keeping up.
Three separate problems were compounding simultaneously:
Inbound inquiry lag. Businesses — particularly MSMEs — were calling or submitting inquiries for shipment bookings, rate quotes, and serviceability checks. Response times varied. During peak seasons, high-value B2B inquiries sat unattended for hours while the team managed existing accounts.
Outbound pipeline gaps. The BD team had strong industry relationships across FMCG, pharma, automotive, and e-commerce verticals — but cold outreach to new prospects was inconsistent. Calls happened when reps had spare capacity, which meant stretches of no outbound activity at all.
Delivery follow-up volume. With shipments running across ground express, air express, and specialised cargo, customer follow-up calls — delivery confirmations, delay updates, POD reminders — were eating into the team's selling time. These were necessary but low-value calls that didn't require a human rep.
The result: the sales team was simultaneously under-serving inbound prospects, under-executing on outbound, and spending too much time on operational follow-up.