Customer Satisfaction is one of the primary pillars on which Porter stands. This company vision springs from our co-founders and streams down to each and every employee and partner in the Organization. We believe that creating a service that ensures individual customer satisfaction is like creating the Taj Mahal, historical and of great value to the world. We understand that different customers have different needs, requirements, and expectations. These notions need to be met with equal consideration by avoiding blanket schemes, inefficient logistics management, and improper planning.
At Porter, we constantly strive to fulfil and tailor our services to match these unique and individualistic requirements. We attempt to perfect our service level adherence, deliver 1st and last-mile optimized logistics with safe handling by verifiable partners all at economical prices. We believe in simplifying this complex process to fulfil our main purpose of forming deep symbiotic beliefs and values within and outside our organization with employees and partners alike. This ideal seeps through our customers, employees, and partners with equal vigour and zest.
Customer lifecycle management is a customer-centric approach to product design where we respect and appreciate the diversity of our customers and create products accordingly. With a strong presence in 6 cities, we have a diverse base of customers with different expectations and needs from the platform. These preferences have been shaped by the different backgrounds and beliefs and are an expression of individuality of our users. Thus, a “good” ETA or price can have different interpretations for different individuals. Personalizing the experience is the key to delivering the right value to the right customer. This is done by using customer signals to understand the preferences. These signals are then categorized and fed into the system, wherein we use machine learning to group customers under different segments. The system considers a 360-degree view of the customer, through all touch-points such as calls, app, platform, feedback, and research etc. and generates user personas using data science.
Once these preferences are understood, our next focus is to deliver a delightful experience for all customers irrespective of time and location of the request. These experiences are created for customers through a mix of models and algorithms. Our constant endeavour is to perpetually measure, analyze and improve our metrics with customer delight, at the heart of everything we do.
We are in the midst of reinventing the platform to further enhance our customer experience. These plans have been laid after data driver analysis, feedback from internal, external stakeholders, A/B testings and thereafter deploying several strategies to achieve maximum results. We are outlining strategies to introduce opaque pricing, enable easy ‘Price and ETA’ comparison across multiple vehicle categories. We also have plans to improve the transactional experience, recreate rental packages in the new app with increased visibility and create a dedicated section with cashback and promotional offers. Our plan is to generally spruce up the app to make it more friction-free, user-friendly, intuitive and easy.
The key to running logistics smoothly is by improving efficiency and boosting productivity that ensures individual customer satisfaction where the service works differently for different people. We want to achieve this using the latest technology and best practices in logistics management while always keeping touch with the basics. After all, isn’t customer the king!? We at Porter, are attempting to build you your logistics, Taj Mahal (metaphorically speaking)! We are doing this one truck at a time by bringing technology, transparency and reinventing customer experience completely attempting to turn happiness to sheer delight! Join us on our journey, download and try the Porter app today!