PRIORITISING CUSTOMER SATISFACTION

Founded in 1970 and headquartered in Mumbai, Clearship is a leading Indian logistics and supply chain management provider with a global presence. Offering a wide range of services, including air and ocean freight forwarding, customs brokerage, 3PL and warehousing and distribution, the company emphasis on customer satisfaction.

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In an interview, Rohan Dixit, Director - Business Development, Clearship Group, shared his vision to provide end-to-end logistics solutions ensuring customer satisfaction.

How have you seen the logistics industry evolve over the years, especially in terms of market dynamics?

I believe there has been a significant shift in both markets and commodities, as well as in who holds control within the industry. Speaking with veterans in this field, it's clear that logistics is inherently cyclicalthese patterns repeat every decade.

We experienced major changes in 2012, and then again during the Covid-19 pandemic. The future remains uncertain, so to survive and thrive in this industry, adaptability and flexibility are essential. Logisticians, in particular, excel at embracing change; most are proactive and agile.

Since Covid-19, we have seen a significant increase in cooperation from customers, who are now more open to exploring alternative supply chain solutions. Before the pandemic, if I suggested routing cargo through Dubai, then by road to Jeddah, and onward by sea, clients would dismiss the idea. But now, having experienced the uncertainties of recent years, there's a much greater willingness to collaborate and consider innovative approaches.

Besides, there has also been a shift in the mindset. In India, our purchasing decisions have traditionally been driven by price. However, over the past 4-5 years, this has changed. We are now seeing customers who are willing to pay more for effective solutions, which is encouraging for us, as it allows us to invest in research and development and offer greater value.