TCS is Pakistan's largest courier company with over 60% market share. It provides domestic and international courier services through air and ground networks. The document outlines TCS's sales functions including its sales hierarchy, territory management, key accounts, planning, SWOT analysis, objectives, strategies, forecasting, promotions, staffing, training, leadership and controlling. It also provides a critical analysis noting opportunities to expand internationally, strengthen competitive edge, and implement secure online payment methods.

1. SALES FUNCTIONS
AT TRANZUM COURIER SERVICE
Presented By:
Heraa Tariq – 16248
Saad Ahmed Baig – 16453
Sadia Shahid – 16009
Rabel Kumar – 16370

2. We interviewed Mr. Nauman Saeed, the
Regional Sales Manager on November
27, 2015 at the TCS Headquarters and
we are grateful to him for helping us out
with this project.

3. INTRODUCTION
 TCS Courier Company came into existence in year 1983 with
the symbol of ‘Trust and Reliability’ in order to serve customers
across the globe.
 TCS provides domestic and international express services to
consumers, corporate, SMEs and households alike with
pickups and deliveries crossing over 100 million shipments
annually.
 TCS works using more than 8, 000 professionals, 24/7 call
center services, 250+ offices across Pakistan, 650 Express
Centers, 737 airplanes, 375+ satellite tracked delivery vehicles
and a team associated of 4000 couriers focused on providing
best quality services.
 TCS operates in international territories through its business
partners in Dubai and London, providing access to its
customers in over 3,500+ destinations worldwide.

4. SERVICES
 Yavyo: Yavyo.com is an e-commerce site of TCS for online
shoppers in Pakistan and all around the globe that offers wide
range of leading local and international brands.
 Cash on Delivery: Cash on Delivery service is available
nationwide for customers who want easy delivery of their orders
with minimum risk of fraud or default.
 Courier & Logistics Express: TCS provides express & logistics
services to C2C, B2B & B2C.
 Sentiments Express: a completely unique gift delivery service
 INTIANA: Intiana is a full service travel agency Offering travel &
tour packages along with ticketing services.
 Flyer Express: Overnight delivery for your most sensitive
shipments (Cell Phones, Passports, Important Documents etc.)
 MMS: Mail Management Solution is Pakistan’s fastest Digital
Production Printing Facility at Karachi and Lahore.

5. SALES
HIERARCHY
Director
1) Regional director
(NORTH)
2) Regional director
(CENTRAL)
Corporate Sales Head
(4 under each RD)
Key Account Manager
(3 under each CSH)
BUsiness Division manager
(2 under each KAM)
Territory Officer
Tally delivery Officer
Courier Force
3) Regional director
(SOUTH)

6. TERRITORY MANAGEMENT
 TCS has also established sales territories based on geographic considerations.
 The entire Pakistan is covered in the three regions established by TCS:
 North region - Islamabad, Gujranwala and Peshawar
 Central region - Faisalabad, Lahore and Multan.
 South region - Hyderabad, Karachi, Quetta and Sukkur.
 Each city within these regions is further divided into zones. For example Karachi is divided into the
following zones that cover the following areas:
 East Zone – Korangi, Landhi, Port Qasim
 South Zone – PECHS, Clifton, Defence, Shahr-e-Faisal, Baloch Colony
 West Zone - I. I. Chundrigarh Road, Sadar
 Central Zone – Federal B Area, Gulshan, Site 1 and 2, Safoora Goth

7. KEY ACCOUNTS
 TCS offers Telenor with an end to end solution for their SIM management. TCS packs, maintains and manages the
inventory of Telenor SIMS that arrive at its warehouse. Moreover TCS is also responsible for distributing them with a 0%
error rate allowing Telenor to focus on its core business.
 At the time of winter, TCS allows PNG to move its products such as lotions in temperature sensitive vehicles.
 TCS is also offering customized solutions to other retailers, fashion houses and big companies like PTCL. TCS also
collects cash payments and prints utility bills which are received by customers at home.
 TCS has a project staff in all its key accounts that carefully looks for opportunities that TCS can utilize to increase
revenues.
 In the month of December and June when many companies need to move bulk quantities of their annual reports, TCS
offers them the MMS service.
 TCS now enables customers to trace and track their own consignments through a tracking number, SMS, e-mail or
reference number. All these tracking tools help the customers know where exactly their shipment is, when and to whom it
was delivered.

8. PLANNING
 Sales managers at TCS analyze the macro-environment and carry out SWOT analysis which helps
them determine the major environmental issues and trends that will affect the sales function at TCS.
Macro-environment
► Economic Aspect: An increase in foreign investments and positive GDP growth in Pakistan are some
favorable conditions for TCS.
► Social and Cultural Aspect: Changing culture and new trends mean that TCS has to come up with new
innovative ideas that not only attract new customers but also retain the existing ones.
► Technology Aspect: In the courier industry technology is providing faster and reliable delivery services.
Therefore it is important for TCS to adapt to the technological advancements.
ANALYSIS

9. SWOT ANALYSIS
 It is the market leader in the courier industry of Pakistan with a market share
of more than 60% and 5000 corporate customer base that includes famous
companies like Philips, Sony, LG and etc.
 In comparison to local competitors, TCS has a wider operational base that
includes UK, Pakistan, Canada and UAE. UAE being the hub of TCS for
international services.
 “Voice of Customer” at TCS brings in the customers’ feedbacks and
complaints that means TCS strives to satisfy its customers in the best way
possible.
 Customers can track and trace their consignments through different online
tracking tools provided by TCS.
 It is capable of delivering goods within Pakistan through its air fleet
comprising of six chartered aircrafts whereas FedEx relies on commercial air
lines.
Strengths

10. CONTINUED..
Weaknesses
► TCS does not allow the transportation of materials like as explosives, firearms, liquids, precious metals, stones and jewelry
while its competitors are doing so.
► TCS uses its air fleet for the movement of goods within Pakistan only and it relies heavily on commercial airlines for overseas
operations.
► TCS faces a strong competition in the international courier service industry.
Opportunities
► TCS’s air fleet together with the construction of Gwadar International airport means TCS has an opportunity to start the
transport of goods through its own aircrafts outside Pakistan.
Threats
► The cost of TCS operations are increasing due to the increase in prices of diesel, petroleum and jet fuel both on the
international and national level.
► Due to the highly uncertain conditions of Pakistan, people possess security and privacy concerns regarding their
consignments.
 Pakistan flagship carrier PIA has started its own courier services.

11. OBJECTIVES AND STRATEGIES
OBJECTIVES
 Retaining Customers - Satisfying customers by delivering their orders to the right place at the right time in the
right condition and solving any problems faced by them.
 Attracting New Customers - Analyzing the changing needs in the environment and developing customized
solutions to meet them.
 Profit Targets – Meeting the targets of the year decided on the basis of the sales target achieved in the
previous year.
 Adaptation and innovation – Carrying out necessary steps that will help TCS to survive, strive and thrive in the
changing diverse environment.
STRATEGIES
 Differentiation – Continue to be the quality leader in the industry.
 Product Offerings – Come up with innovative solutions for the existing as well as new customers that meet their
needs in the best way possible.
 Technology Advancements – That will simplify and speed up operations.

12. SALES FORCASTING & BUDGETING
Market Analysis:
 Forecasting at TCS start with the marketing analysis; they examine the profiles of prospect customers or
companies, analyze their needs and then approach them by providing a proposal including customized
solutions for there problems. This leads to the projection of potential prospects from which expected sales
can be determined.
Seasonal Sales and special occasions:
 Forecasting is also done on seasonal basis as the demand and supply for several goods increases in certain
seasons, so does the need of the courier services increases. For example, during winters the demand for
warm clothing and moisturizers increases which leads to increased sales.
 The sales of sentiments express increases at the time of Eid, Christmas day and other festivals.
Continuity extrapolation:
 As we have studied in our course that continuity extrapolation method involves a fixed dollar amount or a fixed percentage
increment is projected in the sales from the last year of sales revenues received. Similar method is followed at TCS, they
forecast there future sales target by setting a percentile increment in the current sales.
 They did not clearly specify any budgeting technique, but they told us that their goals are quantitative, achievable,
measurable and realistic. For example: to increase sales by 15% or to gain 35% of the market share

13. PROMOTIONAL TATICS
 Direct selling: Promoting brands to corporate clients. The process starts with analyzing prospect clients by
doing proper research about their vision, goals and needs. Sales rep then make a phone call and set a
meeting with the management.
 TCS newsletter and calendars: TCS connect is the newsletter published by TCS highlighting all the activities
and services provided by TCS both nationally and internationally.
 Print Media and E-Marketing: TCS has regular ad publications in renowned business publications such as
Friday times, Pakistan & gulf Economics, etc.
 Loyalty Programs: TCS also runs loyalty programs for key customers on quarterly basis and also sends them
gift on special occasions
 Painted vehicles: Motor bikes and vehicles with the standard red painted carriers with the logo along with the
uniforms of the couriers.
 Newspaper Advertisements: Regular ads are published in Dawn, Jung, News, Daily Times and Nawa-e-
waqt.

14. STAFFING
► Hired 40+ management trainees recently.
Basically TCS hires people through various sources:
 Drive-ins - TCS goes to Different Universities and conduct recruitment drives (take test) and those candidates
who clear the test then proceed to interviews.
 Newspaper/Print Media - Ads are given in newspapers and magazines for job vacancies
 Websites - Job portals are developed where interested individuals can apply.
Process of applying through website:
1. Sign In
2. Upload your CV
3. Apply for a specific job
 Recommendation of existing employees – Existing employees are encouraged to assist in getting applications
from persons they know.
 The newly hired employees undergo an induction process for a month of their probation. The process starts
with the issuance of Job descriptions and company’s policies to the employees with an introduction and
exploration around the premises and activities by immediate supervisors.

15. TRAINING
For Non-Managerial Staff
 A training needs analysis is conducted after which HR designs an extensive training and
development program for the sales reps following 80-20 rule, process includes:
 On-the-job training - best kind of learning takes place in the field, by dealing with the real
world problems.
 Off-the-job training is also provided according to the technical, physical and psychosocial
needs of employees such as workshops and other courses.
 After initial trainings, successful sales reps are assigned with territories, where they identify and
approach accounts under the supervision of their supervisor for continuous feedback.
For Managerial Staff
 Off-the–Job trainings - Online courses and lectures, Multinational conferences and leadership seminars like YLC ( Young
Leader’s Conference) both nationally and internationally.

16. LEADING
 Communication at TCS: There is an open door policy, where an employee can directly communicate with their
supervisor, heads or even executives when facing any problem and an intranet connection for communication
across departments and geographical locations.
 Continuous motivation: Managers motivate their subordinates with both intrinsic and extrinsic incentives such as
salary increments, peaceful environment, and recognition awards, paid leaves, food, travel and other benefits.
 Recognition and Appreciation: The management places great emphasis on the information and ideas provided
by sales rep and encourage them by a good compensation package.
 Monitoring: Supervisors and managers continuously monitor all employees and their work, either individual or in
teams. Operational disorder report (ODR), is one tool utilized to evaluate the gap between the projected objectives
and result.

17. CONTROLLING
 QUOTAS: There is different number of quotas set for sales reps like 400 accounts
have to reach each day in a territory.
 REPORTING PROCEDURES: The reporting in TCS is done on Daily, Monthly,
Quarterly and Annually basis. Then these reports carry out the performance reviews
and feedback is taken.
 REVIEW AND REVISSION: Performance reviews and feedbacks make the revisions
possible and effective as per last year results
 Security: security measures include scanning, manifesting and pooling of the material
and products.
 Customer Claims: In the few cases of damages that could occur in the process of
delivery, TCS offers its customers a free of cost shipment or anything that is
equivalent to the value of the damaged consignment. This shows that TCS values its
customers and strives hard to keep them satisfied.

18. CRITICAL ANALYSIS
 TCS Sentiments Express
 TCS, a Pakistani based dispatch and Carriage Company spearheaded ecommerce business in Pakistan
by offering gifts and different devices to be obtained from their online store and after that delivered to
foreordained location of buyer. On the other hand, the thought couldn't get well known because of
absence of mindfulness with respect to the office and inconvenience, which Pakistani clients feel while
giving without end their MasterCard numbers to sites. This level of security concern is because of the
general debasement situation in Pakistan, which make the site guests not to effectively trust assertion
licenses gave by website administration. Different reasons of low online buyers incorporate MasterCard
society, e-trade mindfulness, lack of education, restricted access to web, and so on.
 Neglecting Competition
 While taking interview, we analyzed TCS does not consider any competitor as a potential threat in near
future. It is good to have self-confidence but over confidence is not good at times.
TCS should consider their competitor like DHL and Leopard and it should look after their operations to
maintain their market leader position in near future.

19. RECOMMENDATIONS
 Business Expansion
TCS should try expanding and grabbing more international market share to get foreign exchange into country which
has started to harvest its land for business growth. They should maintain focus on its core services and expanding itself
into related chains of services like Introduction of Domestic and International airlines service will give TCS new streams
of Profit. TCS must take advantage of strategic location of Pakistan and establish its own terminal and ports to handle
specialized container packed sea cargo.
 Competitive Edge
Besides giving into new business, TCS should also strengthen its work force and Train them for expansion. Training
programs for employees should be future oriented and Objective in Nature.
TCS should also look closely towards their competitors who are coming up with different ideas although they are not
strong enough in terms of finance and experience. TCS will need a competitive edge in near future to give a healthy
competition.
 Secure Online Payment Method
TCS should strengthen their online payment method and make it secure so that customer should feel comfortable
making an order. Nowadays online shopping is getting popular among young generation so they should target them.