By: Anshita Dabral

Awantika Soni
Gurjot Kaur
Md. Janish
Shalu Kumari
 Contents
 Introduction of Blue Dart
 Vision of Blue Dart
 Challenges
 Solutions
 E-Supply Chain of Blue Dart
 CRM used by Blue Dart
 IT Technology used by Blue Dart
 Business Process Transformation
 Introduction

⮚ Blue Dart is a leading courier and logistics company in South Asia, known for its extensive
network and efficient services. Founded in 1983 by Khushroo Dubash, Clyde Cooper, and
Tushar Jani with a seed capital of Rs 30,000 it's a part of the DHL group and operates in over
220 countries and territories globally.
⮚ Blue Dart specializes in express deliveries, offering a range of services from domestic to
international shipments, catering to businesses and individuals alike. Renowned for its
reliability, speed, and technological innovations, Blue Dart remains a trusted name in the
logistics industry.
⮚ The Blue Dart team drives market leadership through its motivated people, dedicated air and
ground capacity, cutting-edge technology, wide range of innovative, vertical specific products
and value-added services to deliver unmatched standards of service quality to its customers.
⮚ Blue Dart has continuously expanded its services and operations over the years. Its
expansions include:

1. Network Growth: Constantly expanding its network within India and globally to
reach more destinations, improving delivery efficiency.

2. Service Diversification: Introducing new services like freight, supply chain

solutions, temperature-controlled logistics, and more, catering to various industries
and client needs.

3.Technological Advancements: Embracing technology for enhanced tracking,

customer service, and operational efficiency. This includes investments in IT
infrastructure and innovative solutions.

4. Infrastructure Development: Setting up more warehouses, distribution centers, and

hubs to support the growing demand for logistics and supply chain services.
 Vision of Blue Dart

⮚ Blue Dart's vision revolves around being the "Nation's Most Trusted Logistics Leader."
They aim to achieve this by providing innovative, reliable, and specialized logistics
solutions, thereby becoming an integral part of their customers' businesses and daily lives.
Their vision emphasizes a commitment to excellence, customer-centricity, technological
innovation, and sustainable practices in the logistics industry. They aims to establish
continuing excellence in delivery capabilities focused on the individual customer. In
pursuit of sustainable leadership in quality services, they have evolved an infrastructure
unique in the country today.
 Blue Dart would also leverage its vast customer base for global distribution through its
alliance with DHL. Their domestic network will continue to differentiate itself in all
areas of our core competencies - supply chain management, logistics and e-commerce.

 Blue Dart will position ourselves as the preferred, seamless link to a country projected to
be an economic superpower of the 21st Century. Through our technology development,
premium services, quality network and strategic alliances, they plan to carve for a
leadership position in the industry as India's and the region's link to the world.
.
 Challenges

 Infrastructure Constraints: Inadequate air and surface infrastructure pose

a hurdle. Limited airport space, congested roads, and lack of proper storage
facilities impact speed and efficiency.

 Rising Costs: Fluctuations in fuel prices and increasing operational costs

can strain profitability and affect price competitiveness.

 Intensifying Competition: The courier market is becoming increasingly

crowded, with new players offering competitive rates and
services. Standing out and retaining customers becomes crucial.
 Technological Disruption: E-commerce is booming, demanding
seamless integration of digital platforms and logistics to manage peak
demand and last-mile delivery challenges.

 Evolving Customer Expectations: Customers demand faster

deliveries, greater transparency, and more personalized options. Meeting
these evolving expectations while maintaining profitability is a
significant challenge.
 Solutions
 Investing in Infrastructure: Collaborating with government agencies and
airports to improve infrastructure, utilizing alternate modes of transportation
(e.g., railways), and establishing efficient hubs and warehouses can address
bottlenecks.

 Cost Optimization: Employing fuel-efficient vehicles, exploring alternative

fuels, and optimizing routing for efficient deliveries can mitigate rising costs.

 Differentiation & Innovation: Building customer loyalty through value-

added services (e.g., fragile item handling, temperature-controlled
deliveries), focusing on niche segments (e.g., pharma), and leveraging
technology for real-time tracking and data analytics can create a competitive
edge.
 Embracing Technology: Investing in automation, artificial intelligence, and
machine learning for shipment management, route optimization, and
predictive analytics can streamline operations and enhance efficiency.

 Customer-Centric Approach: Implementing self-service

platforms, providing multiple delivery options, offering customized
solutions, and prioritizing customer feedback can enhance customer
satisfaction and loyalty
 E- Supply Chain of Blue Dart

⮚ Order Processing and Management: Companies integrate their order processing systems
with digital platforms to streamline the ordering process. This includes online order
placement, order confirmation, and payment processing.
⮚ Inventory Management: E-supply chains often involve real-time inventory tracking and
management using technology. This helps in optimizing inventory levels and reducing the
chances of stockouts or overstock situations.
⮚ Logistics and Transportation: Companies leverage technology to optimize the
movement of goods through various transportation modes. This includes route
optimization, real-time tracking of shipments, and coordination with various carriers.
⮚ Warehousing and Fulfillment: Digital technologies, such as warehouse management
systems (WMS), are used to optimize warehouse operations, including picking, packing,
and shipping processes.
 CRM used by Blue Dart

⮚ COSMAT II (Computerised On-line System for Management, Accounting and

Tracking): This is a complete ERP system developed by Blue Dart itself, and it likely
handles some CRM functionalities as well. It features online shipment booking, tracking,
and customer account management.

⮚ ShipDart: This is a Blue Dart-specific software that allows regular customers to manage
their shipping from their desktops. It simplifies data entry, integrates with legacy systems,
and provides customized MIS reports. While not strictly a CRM, it helps streamline
customer interactions and potentially collect data for sales and marketing purposes.

⮚ Web Tracking and Customer Support: Blue Dart's website offers online shipment
tracking and a customer support portal. These tools allow customers to interact with the
company and potentially generate data that could be used for CRM activities.

⮚ Blue Dart Aviation Software: This custom application analyzes and monitors in-flight
procedures of Cockpit Voice Recorders (CVR) and Digital Flight Recorders (DFDR) for
their aviation operations.
 IT Technology

Blue Dart, a leading logistics company in India, leverages various IT technologies to

streamline operations, enhance customer experience, and stay ahead of the curve. Here
are some key highlights:
 Private network: Over 9,000 computer terminals connected by dedicated leased
lines, VSATs, and microwave links ensure reliable data transmission across their
extensive network.
 Track & Trace: Blue Dart utilizes barcoding and laser scanners to track shipments
from pick-up to delivery, updating their Oracle database automatically. This real-time
visibility assures customers of their package's progress.
 Artificial Intelligence (AI): Blue Dart leverages AI for:

• Route Optimization: AI algorithms analyze factors like traffic, weather, and

delivery density to recommend the most efficient delivery routes, saving time and
fuel.
 • Predictive Analytics: AI forecasts shipment volumes, allowing Blue Dart to anticipate
demand and allocate resources effectively.
• Automated Customer Service: AI-powered chatbots handle routine inquiries and
provide instant support, freeing up human agents for complex issues.
 Drone Delivery: Blue Dart is exploring the use of drones for last-mile delivery in remote
and inaccessible areas. This could significantly reduce delivery times and improve access
to essential goods and services.
  Robotics: Blue Dart implements robots in select sorting centers for automated
tasks like package sorting and loading. This boosts accuracy, speed, and efficiency
while reducing manual labor requirements.

 Cybersecurity: Blue Dart prioritizes data security with robust cybersecurity

measures to protect customer information and ensure network integrity. This builds
trust and protects against potential cyber threats.
 SMART: Blue Dart's proprietary Space Management Allocation Reservations and
Tracking system optimizes cargo space allocation and revenue management within
their aviation network. This ensures efficient utilization of resources and cost-
effectiveness.
 My Blue Dart App: This mobile app allows customers to track their shipments,
book new shipments, manage their accounts, and access other Blue Dart services.
The app also features a "Locate My Shipment" function that uses GPS to track the
package's real-time location.
 Business Process Transformation

 Blue Dart, a leading logistics company, could undergo business process

transformation by adopting technologies like AI for enhanced supply chain visibility,
optimizing route planning, and automating warehouse operations. Implementing a
robust customer portal and mobile app can improve communication and tracking.
Additionally, focusing on sustainability practices, such as electric vehicles and eco-
friendly packaging, aligns with modern business trends. Regularly updating systems
and training staff on new technologies will be crucial for a successful transformation.
 Business Process Steps
Blue Dart is a prominent logistics company specializing in express delivery services,
particularly in South Asia. Its business process involves several key steps:

 Parcel Pickup: Blue Dart collects parcels from various sources, including individuals,
businesses, and e-commerce platforms.

 Sorting and Consolidation: Parcels are sorted based on destination and delivery
timelines at Blue Dart facilities. Consolidation ensures efficient routing and delivery.

 Transportation: Utilizing a network of ground and air transportation, Blue Dart moves
parcels between its hubs and across different regions, ensuring timely and secure transit.

 Tracking and Tracing: Blue Dart provides customers with tracking numbers to monitor
the status and location of their parcels in real-time through online platforms or customer
service
 Last-Mile Delivery: Parcels are delivered to the recipients' addresses using various
means, such as delivery vans, ensuring prompt and safe delivery to the final destination.

 Customer Service: Blue Dart offers customer support services to address inquiries,
provide assistance, and resolve issues related to shipments and deliveries. Throughout
these steps, Blue Dart focuses on efficiency, reliability, and security to ensure timely and
safe delivery of parcels while maintaining a strong customer service focus.