In the dynamic landscape of logistics and supply chain management, SM Express Logistics Pvt. Ltd. has emerged as one of India’s leading logistics companies, setting new standards for service excellence since its inception in 1996.
Registered in Mumbai, SM Express has built a reputation for providing specialized logistics services across multimodal cargo operations. The company’s commitment to superior quality and customer satisfaction has enabled it to expand its activities into various areas of logistics and supply chain solutions, making it a trusted partner for businesses across the country.
Mr. Shivkaran, the Managing Director, joined SM Express in 2004 and has contributed to the company’s growth and development since then. He has always been driving the operations through his project management and people management skills at SM.
Under Mr. Shivkaran’s visionary leadership, the company has not only thrived but has also set a benchmark for excellence in the logistics sector. He emphasizes the company’s dedication to solving complex logistics issues that directly impact businesses. He states, “Our primary aim is to continue to attract new customers by providing the highest levels of service and reliability to our existing ones.” This philosophy reflects the company’s commitment to customer service and operational efficiency, ensuring that clients receive tailored solutions that meet their unique needs.
SM Express operates a network of 225 offices across India, supported by a larger franchise network. This robust framework enables the company to collaborate closely with shippers, air carriers, railways, and other authorities, facilitating seamless logistics solutions. Mr. Shivkaran notes, “We take a solutions approach and service the entire supply chain of our customers, which uniquely positions us to provide tailored solutions that reduce costs and increase efficiency.”
The company’s success is attributed to its investment in technology and its people. SM Express leverages modern technology to enhance its logistics services, ensuring efficient and future-ready operations. The fleet of vehicles is equipped with tracking systems for real-time monitoring of consignments. Mr. Shivkaran highlights this commitment, stating, “Our entire team, from drivers to top management, is conditioned to go the extra mile to ensure our customers’ peace of mind.”
Customer service is a cornerstone of SM Express’s operations, with 24/7 availability ensuring clients can track shipments and receive timely updates. This accessibility enhances customer satisfaction and builds trust. “We offer the reliability and knowledge of a large company with the friendliness of a small business, which has been key to our continued growth,” adds Mr. Shivkaran, who spoke in an exclusive interview with CioWorld India, the highlights of which are given herein.
Can you walk us through the inception of your journey as a logistics company in this industry?
Let me tell you it as per the yearly milestones:
1996: Founded as SM Worldwide, initially focusing on providing comprehensive international services to clients.
2000: Responding to growing market demands, the company expanded its offerings to include domestic document services.
2007: Our Founder, (Late) Mr Shrawan Kumar Chaudhary, pioneered a revolutionary marketing approach by prioritizing the receiver’s needs over the seller’s, carving out a distinct niche within the competitive home textile industry. “We miss him every day.”
2014: SM Express registered itself as SM Express Logistics Pvt. Ltd., emphasizing B2B cargo distribution nationwide.
2016: We introduced RAPID, a premium air product, and relaunched our international services for wider coverage.
2017: Launched SM Ground Cargo (SMGC), a new surface product designed to provide reliable and cost-effective transportation solutions.
2021: Completed 25 years of excellence in the industry and commemorated the occasion by relocating its headquarters to its own purpose-built facility, SM House, on its Silver Jubilee Day.
2022: Diversified its service offerings by venturing into warehousing and FTL (Full Truckload) services.
2024: Launched B2C product, expanding customer reach.
SM Express has emerged as a significant catalyst in boosting India’s economy. Can you elucidate on the guiding philosophy that has propelled your organization’s success?
Championing a ‘People-First’ philosophy, we fostered a culture of creativity, innovation, entrepreneurship and empowerment within the organization. A lifelong optimist, I believe that ‘no mountain is too high to climb, every obstacle has a solution attached to it, and even the most far-reaching dreams can be realized with imagination, creativity and resilience.’
The logistics landscape is constantly evolving. How does SM Express ensure its adaptability and stay ahead of industry trends, consistently providing innovative solutions to its clients?
The Customer Service Team responds proactively, ensuring prompt attention to customer needs. SM boasts excellent forward and reverse delivery management processes. We continuously introduce new products and services tailored to customer requirements. Customer feedback is meticulously analyzed, and commitments are consistently met. We at SM combine the reliability and expertise of a large corporation with the warmth and personalized service of a small business.
Your leadership style is often credited as a driving force behind SM Express’s accomplishments. Could you illuminate your approach to leadership and team development within the organization?
I follow the People-First Leadership. A true leader leads not just the company but its people. Exemplifying this ethos, we prioritize the training and development of our team to enhance productivity and overall business performance. Our ability to influence others through our actions and build trust among our team members is what makes us remarkable. With our infectious energy, we motivate our team to approach their work with enthusiasm and dedication.
Moreover, our willingness to accept failure and learn from it sets a powerful example for the team, encouraging them to adopt the same resilience and growth mindset.
The crux of a logistics company’s growth hinges on innovative solutions and enhancing the end-user experience. How does SM Express strike a balance between operational efficiency and ensuring customer satisfaction?
With a proactive customer service ethos, excellent delivery management processes, and a commitment to delivering on promises, SM epitomizes excellence in logistics services. Renowned as a market leader in its specialized business segments, SM embodies reliability and expertise, providing customers with the personalized attention of a small business coupled with the capabilities of a large corporation.
Environmental sustainability is increasingly vital in today’s logistics industry. How does your company promote these principles among its clients and contribute to fostering a greener future?
To address this challenge, we have transitioned our domestic fleets from diesel to CNG fuel. This not only mitigates the impact of rising fuel costs but also reflects our take on a greener future and gives us an edge over our competitors.
Technology plays a pivotal role in enhancing efficiency in the logistics industry. How does SM Express leverage technology to optimize its services and maintain a competitive edge in this digital age, and how does it help other firms do the same?
Technology has fundamentally altered how the logistics industry functions and delivers services. At SM, a relentless commitment to innovation drives ongoing upgrades to system features and technology. This approach, tailored to meet market demands, enhances productivity, minimizes costs, and reduces errors.
The workforce forms the foundation of every successful logistics organization. How does your company cultivate a culture of growth, skill enhancement, and empowerment among its employees?
It is a re-emphasis on the much-regarded philosophy of Late Shri Shrawan Chaudhary: “My people are my strength and my possibility.” SM Express follows his philosophy with great sincerity. The company’s growth is only and only because of its highly motivated and goal-oriented team. Our team is capable of communicating and managing their work and time quite effectively,” which is achieved by continuous training on all vital aspects of soft and hard skills.
Businesses are a way to develop a country’s economic potential. As a leader in the logistics sector, what advice would you give to aspiring entrepreneurs wishing to enter your industry?
Keep challenging yourselves. Do work you care about, take risks, believe in yourself, have a vision, find good people, and face your fears.
Looking ahead, what is your vision for SM Express? How do you aspire to continue making a substantial impact on India’s burgeoning logistics landscape?
SM Express envisions a dignified place among the ‘Top 10 Express Logistics Companies in India.’ We plan to achieve that by creating entrepreneurship opportunities for aspiring individuals through a unique Franchise system, diversifying business, inorganic growth, talent acquisition, continuous training, and the adoption of best Industry practices.
