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Improving Pakistan Post CRM Solutions

The document discusses a CRM assignment focused on improving Pakistan Post's services, highlighting issues such as poor customer service, slow documentation processes, and mismanagement. It proposes solutions like enhancing the mobile app and website to address conflicts among senders, logistics, and IT departments. The analysis includes observations of customer experiences and inefficiencies at the counter, emphasizing the need for better communication and parcel tracking.

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Wajeeh Gillani
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5 views2 pages

Improving Pakistan Post CRM Solutions

The document discusses a CRM assignment focused on improving Pakistan Post's services, highlighting issues such as poor customer service, slow documentation processes, and mismanagement. It proposes solutions like enhancing the mobile app and website to address conflicts among senders, logistics, and IT departments. The analysis includes observations of customer experiences and inefficiencies at the counter, emphasizing the need for better communication and parcel tracking.

Uploaded by

Wajeeh Gillani
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

CRM assignment

Submitted by:
Aayza Aamir
Registration No:
SP20-BBA-002

1
Q1
Ans: Pakistan post is a relevantly cheaper alternative to other courier services like TCS or
Leopards Courier, but the clients have known to deal with issues which for the most part haven't
been addressed at this point. We created a CRM that highlighted major conflicts between the
senders, logistics and IT department in Pakistan post as well as conflicts in between the
departments in Pakistan Post. We created 2 root definitions on which we framed a CATWOE on
every definition and then we came to the point that we can solve the problem by improving the
mobile app and website.

Q2
Ans: The representatives at the counter weren't so inviting and they looked extremely drained.
The documentation process for the parcel was very slow. There were unordered lines at the
counter and a lot of mismanagement. Some people were there to complain about the slow
delivery process. Few were there to inquire about their missing parcels or undelivered goods. It
took the employee at the counter ages to register a complaint and there were communication
problems between the logistics department and the main complaints office. It took them a lot of
time to locate parcel locations. If you need to open an account with them, you have to go through
a number of people. This takes up so much of the time. Furthermore, there was no extensive
checking of the parcels, which our CRM hopes to improve.

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