A PROJECT REPORT ON

“A STUDY OF CUSTOMERS SATISFACTION TOWARDS SERVICES

PROVIDED BY BEAWAR BOMBAY ROADWAYS”

A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF THE DEGREE
BACHELOR OF MANAGEMENT STUDIES UNDER THE
FACULTY OF COMMERCE

BY

SHANTANU TAMBADE

EXAM SEAT NO: BMS5144

UNDER THE GUIDANCE OF

PROF. SNEHA T. BANDAL

|| VIDYA VINAYEN SHOBHATE ||

CHANGU KANA THAKUR ARTS, COMMERCE AND SCIENCE COLLEGE, NEW

PANVEL (AUTONOMOUS)
RE-ACCREDITED ‘A+’ GRADE BY NAAC (3rd CYCLE – CGPA 3.61)
COLLEGE WITH POTENTIAL FOR EXCELLENCE STATUS
AWARDED BY UGC
‘BEST COLLEGE AWARD’, BY UNIVERSITY OF MUMBAI
Plot No.1, Sector-11, Khanda Colony, New Panvel (W), Dist –
Raigad, Maharashtra – 410206
ACADEMIC YEAR
(2022 - 2023)
1
 A PROJECT REPORT ON

“A STUDY OF CUSTOMERS SATISFACTION TOWARDS SERVICES

PROVIDED BY BEAWAR BOMBAY ROADWAYS”

A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF THE DEGREE
BACHELOR OF MANAGEMENT STUDIES UNDER THE
FACULTY OF COMMERCE

BY

SHANTANU TAMBADE

EXAM SEAT NO: BMS5144

UNDER THE GUIDANCE OF

PROF. SNEHA T. BANDAL

|| VIDYA VINAYEN SHOBHATE ||

CHANGU KANA THAKUR ARTS, COMMERCE AND SCIENCE COLLEGE, NEW

PANVEL (AUTONOMOUS)
RE-ACCREDITED ‘A+’ GRADE BY NAAC (3rd CYCLE – CGPA 3.61)
COLLEGE WITH POTENTIAL FOR EXCELLENCE STATUS
AWARDED BY UGC
‘BEST COLLEGE AWARD’, BY UNIVERSITY OF MUMBAI
Plot No.1, Sector-11, Khanda Colony, New Panvel (W), Dist –
Raigad, Maharashtra – 410206
ACADEMIC YEAR
(2022 - 2023)
2
 Changu Kana Thakur Arts, Commerce and Science College, New Panvel
(Autonomous)

Re-accredited ‘A+’ Grade by NAAC

‘Collage with Potential for Excellence ‘Status Awarded by University Grants Commission ‘Best

College Award’ by University of Mumbai

Department of Management Studies

CERTIFICATE

This is to certify that MR.SHANTANU TAMBADE has worked and duly completed his project work for
the degree of Bachelor of Management Studies under the faculty of Commerce in the subject of
Marketing and his project is entitled “A STUDY OF CUSTOMERS SATISFACTION
TOWARDS SERVICES PROVIDED BY BEAWAR BOMBAY ROADWAYS”
under my supervision.

I further certify that the entire work has been done by the learner under my guidance and that no
part of it has been submitted previously for any Degree or Diploma of anyUniversity.

It is his own work and facts reported by his personal findings and investigations.

Name of Guiding Teacher Signature of Principal

Prof. Sneha T. Bandal Prof. (Dr.) S. K. Patil

Signature of External Examiner

Date of Submission:

3
4
 DECLARATION

I the undersigned MR. SHANTANU TAMBADE here by, declare that the work embodied in this project
work title entitled “A STUDY OF CUSTOMERS SATISFACTION TOWARDS

SERVICES PROVIDED BY BEAWAR BOMBAY ROADWAYS”

Forms my own contribution to the project work carried out under the guidance of

Prof. Sneha T.Bandal is a result of my own project work and has not been previously submitted to
any other University for any other degree to this or any other university.

Whenever reference has been made to previous works of others, it has been clearly indicated as such
and included in the bibliography.

I, here by further declare that all information of this document has been obtained and presented in
accordance with academic rules and ethical conduct.

(MR.SHANTANU TAMBADE)

Certified by

Prof. Sneha T. Bandal

5
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.

I would like to acknowledge the following as being idealistic channels and fresh dimensions in the
completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to do this project.

I would like to thank my Principal, Prof. (Dr.) S. K. Patil for providing the necessary facilities
required for completion of this project.

I take this opportunity to thank our Coordinator Prof. Kushalkumar Kurani for his moral support and guidance.

I would also like to express my sincere gratitude towards my project guide Prof. Sneha T. Bandal
whose guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference books and
magazines related to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped me in the
completion of the project especially my Parents and Peers who supported me throughout my
project.

6
7
ABLE OF CONTENTS

SR. NO. NAME OF THE TOPIC PAGE NO.

01 Executive Summary 01

02 Aims And Objective 03

03 Limitation of the study 04

04 Introduction to the topic 40

05 Company profile 44

06 Data analysis and Interpretation 45

07 Learning Objectives 48

08 Weekly work log 51

09 Learning Experience 52

10 Challenges 56

11 Recommendation 60

12 Suggestions 62

13 Conclusion 63

14 Bibliography

8
 EXECUTIVE SUMMARY

In Beawar Bombay Roadways the customer satisfaction is their most important thing which is to

be taken into consideration. This company works on the basis of "first in first out" (FIFO)

principle During the project with customers satisfaction and Services Provided in logistics I got

an opportunity to understand the shifting process of BBR and how they maintain the customer

relationship with their customers The work that has been done in this project has given some

importance to the customer management about the Satisfaction of the Needs and areas which

thought were doing good and not only this it has also tried to throw some light on the possible

Changes that can be made in order to achieve more and more efficiency. The Good image in the

Mind of customers is a signature of better Opportunities in the Market. The project also

constitutes the study of documentation procedure that are followed in the industry like generation

of delivery.

9
10
Limitation of the study

• This study is limited to BBR

•This study is specially related with marketing management in particular.

• This study is presented on the basis of information and knowledge which could be gained during
the course of SIP at BBR India Ltd.

11
Industry profile (Beawar Bombay roadways)

Logistics is the backbone of the economy, providing the efficient, cost effective flow of goods on
which other commercial sectors depend. The logistics industry in India is evolving rapidly and it
is the interplay of infrastructure, technology and new types of service providers that will define
whether the industry is able to help its customers reduce their logistics costs and provide effective
services. Despite weak economic sentiments, the logistics & warehousing industry continued to
witness growth largely due to growth in retail, e-commerce and manufacturing sectors. The
Global Logistics sector is expected to grow at around 10-15% in the period 2013-14.With this
forward looking attitude and a promise of growth and improvements, the service oriented
logistics industry is all set to expand beyond the horizons in the latter half of this decade, utilizing
this fiscal year as its launch pad. India's logistics sector is poised for accelerated growth, led by
GDP revival, ramp up in transport infrastructure, e-commerce penetration, impending GST
implementation, and other initiatives like 'Make in India.' This offers opportunities across the
spectrum for companies in transportation, storage, distribution, and allied services, Empirical
evidence suggests the Indian logistics industry grows at 1.5-2 times the GDP growth. Moreover,
infrastructural bottlenecks that have stifled sector's growth and promoted inefficiency are being
addressed by the goverment. Building of dedicated rail freight corridors will promote efficient
haulage of containerized cargo by rail. One key advantage of the dedicated freight corridor is that
freight trains could be run on time tables similar to passenger trains, and the frequency can be
theoretically increased to one train in 10 minutes. This will reduce time for goods transportation
between Mumbai and Delhi to 18 hours from 60 hours now. Also, setting up of various industrial
corridors along the dedicated freight route will metamorphose the warchousing business- from
small warehouses spread across the country to large, global-size warehouses concentrated in a
few hubs.

A comparison with other countries shows inefficiencies are high in the Indian logistics
sector.Despite being an economical mode of transport, railways has lost market share in freight
movement to roads in the last few decades due to capacity constraints. Compared to other
countries, India's rail share in goods transport is 31%, which has come down from 60%6 in 1980s
and 48% in 1990s. Another key constraint is administrative delays. Despite being a relatively

12
low-cost country, logistics cost in India is higher due to administrative delays led by paper work-
leading to huge inventory investments and wastage and a complex tax structure. Also, low
penetration of new technology in the supply chain process is resulting in damage of goods.

India has the least warehouse capacity with modern facilities, and given the fragmented industry
state (large share with unorganized players), investment in IT infrastructure is almost absent at
required scale. However, when compared with developed countries, the Indian logistics industry
is still considered to be underdeveloped. The major restrictions hindering the growth of logistics
industry in India include the poor conditions of infrastructures and transport vehicles, complex
tax laws, complexity of international trade documentation process and lack of IT infrastructure,
shortage of professionally competent logisticians and insufficient technological aids and the lack
of industry readiness. Due to these restrictions, the logistics costs in India are still higher than in
the developed markets. Transportation is a key element in a logistics infrastructure. Adequate
capacity and reliability of transport infrastructure and services are important factors which
contribute towards the ability of the country to compete in the field of international trade and
attract foreign direct investment. It is necessary for the country of the size of India to create a
policy that encourages competitive pricing and coordination between alternative modes in order
to provide an integrated transport system that assures the mobility of goods at maximum
efficiency and minimum cost. About Company: BBR was founded in 1976 by MR. Raju Singh in
Mumbai, a small town in North Karnataka with a single truck and a vision that was way ahead of
its time BBR gradually expanded its services to Bangalore, Hubli and Belgaum. From this
humble beginning BBR has today grown into a nationally renowned logistics and transport
company which is also currently the largest fleet owner of commercial vehicles in India with a
fleet of 4077 Vehicles (Including 373 Passenger Transport Vehicles & 3704 Goods Transport
Vehicles amongst others). BBR finds mention in the Book of Record as the larger fleet owner of
commercial vehicles in India in the Private Sector. Mr. Vijay Sankeshwar has now been joined by
his son Mr.AnandSankeshwar who brings in newer strategies to further drive the growth of the
Company. Over the years, BBR has pioneered in providing a safe and reliable delivery network in
the field of parcel service. It has spread its operations to Courier Service, Priority Cargo & Air
Chartering to meet the growing demands of its burgeoning customer base. 3PL. &Warchousing
solutions offered by BBR are tailor-made and cater to unique needs of its diverse customer base.
With the largest goods transportation network in India, BBR parcel service is

13
indispensable for a large number of Corporate Houses. This network spans the length and breadth
of the country and is supported by strategically located transshipment hubs. We operate through a
network of 1013 Branch and franchisees to cater our valuable customers and we are now in the
process of expanding our services to reach even the remotest locations of the Country.

General Parcel & BBR Priority: General Parcel forms the core of BBR's business and involves
pan Indian movement of consignments of varying size and weight across the country on a Less
than Truck Load (LTL) go down to go down Basis. The Company also provides the option of
door collection and door delivery to the customers at a cost. The Priority Cargo business involves
door-to-door delivery. BBR offers its goods transportation services across 28 States and, 4 Union
Territories covering all major cities and towns in India and Kathmandu in Nepal. BBR has its
exclusive offices across 606 towns and cities in India. Operations in this division are conducted
through a network of 1013 branches and franchisees. We differentiate ourselves from other
service providers through our wide service network, as well as our ability to provide door-to-door
services through company-owned vehicles. We provide our customers with billing. collection,
load tracking, pick- up and delivery services. Operating through owned vehicles enables safest
possible movement for consignments with lowest incidences of theft, pilferage. damage, etc. *
Surface transportation for best last mile connectivity * Online track & trace facility * Dedicated
company owned vehicles * 24x7×365 days operations * Consignment size ranging from 1 kg to
40 tons. * Door pick-up and door delivery facility * Dedicated customer care window * On-time
delivery. * Extensive nation-wide network. * Best in class service record. Courier Service
Business: We offer Courier services for time sensitive documents and packages. Presently, our
Courier offering is available within the State of Karnataka. Certain major out-of-Karnataka
locations are being serviced through tie-ups with other operators. Our Courier business is
operated in 109 towns and cities. Apart from catering to walk-in customers, we also pick up
commercial documents and packages directly from customers and deliver these to their assigned
destination.

14
Customer Satisfaction and convenience.

1. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. They all know how annoying it is to wait days for a response to
an email or phone call. It might not always be practical to deal with all customers' queries within
the space of a few hours, but at least email or call them back and let them know you've received
their message and you'll contact them about it as soon as possible. Even if you're not able to solve
a problem right away, let the customer know you're working on it.

2.Encourage Face-to-Face Dealings

This is the most daunting and down right scary part of interacting with a customer. If you're not
used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it
does get easier over time. It's important to meet your customers face to face at least once or even
twice during the course of a project

3. Have a Clearlv- Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn't work, then what? Should they contact
different people for billing and technical enquiries? If they're not satisfied with any aspect of
Your customer service, who should they tell? There's nothing more annoying for a client than
being passed from person to person, or not knowing who to turn to. Making sure they know
exactly what to do at each stage of their enquiry should be of utmost importance. So make sure
Your customer service policy is present on your site - and anywhere else it may be useful.

4. Attention to Detail (also known as The Little Niceties)

Have you ever received a Happy Birthday email or card from a company you were a client of?

Have you ever had a personalized sign-up confirmation email for a service that you could tellwas
typed from scratch? These little niceties can be time consuming and aren't always cost effective,
but remember to do them

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Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It
shows you care; it shows there are real people on the other end of that screen or telephone; and
most importantly, it makes the customer feel welcomed, wanted and valued.

5. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of understanding
with your clients will do wonders for your working relationship.

6. Be Friendlv and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true.
It's very important to be friendly, courteous and to make your clients feel like you're their friend
and you're there to help them out. There will be times when you want to beat your clients over the
head repeatedly with a blunt object- it happens to all of us. It's vital that you keep a clear head,
respond to your clients' wishes as best you can, and at all times remain polite and courteous.

7. Honor Your Promises

It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. Clients don't like to be disappointed. Sometimes, something may not
get done, or you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case a quick apology
and assurance itllbe ready ASAP wouldn't go a m

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Behaviorist customer lovalty concepts

Behaviorist concepts of customer loyalty have been at the core of early marketing research and
focus on customers' observable behavior, as e.g. in purchasing behavior. Accordingly, customer
loyalty is established, when customers demonstrate consistency in their choice of supplier or
brand. "Hard-core" loyalty, when one product alternative is exclusively repurchased and of

"reinforcing" loyalty, when customers switch among brands but repeat-purchase one or more
alteratives to significant extent. Similarly, customer loyalty as "the proportion of times a
purchaser chooses the same product or service in a specific category compared to the total
number of purchases made by the purchaser in that category. Pegging customer loyalty to
purchasing behavior, however, is very critical, there can be a multitude of factors affecting
purchasing behavior, such as product availability or special deals, which are not grasped by
looking at purchases alone. A main deficit of the behaviorist approach thus is that it does not look
at the drivers* behind purchasing behavior.

Another disadvantage of behaviorist customer loyalty concepts is their ex- post approach. When
loyalty is only expressed through purchases, information on customers' actual loyalty status in
between purchases is not available. Consequently, decreasing loyalty is only recognized after it
manifests itself through changed purchasing behavior. Only in relationships with frequent
interaction can a supplier integrate further aspects, such as complaints, into customer loyalty
management. The reason, why behaviorist concepts may still be valuable, is because the
measurement of customer loyalty in this approach does not necessitate involvement by the
customer. The assessment of attitudes and intentions would always imply customers 'cooperation
through participation in surveys. By simply recording purchases, e.g. through delivery records in
he industrial context or customer cards in a consumer context; the assessment of customer lyalty
poses little difficulty. Particularly in areas, where most purchases can be easily ascribed I
individual customers, as is the case with mail-ordering or book stores on the internet, the
betavioris approach is useful for identifying different customer groups and their characteristics.

Such fims however, can only -*-assess purchases of their own products, while purchases of
competing products go unnoticed. Firms can therefore neither draw conclusions about relative
shangs of purchasing behaviors, nor evaluate their comparative market postion.

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•Neo-behaviorist customer lovalty concepts

These narrow technical definitions do not adequately capture the richness and depth of the loyalty
construct implicit in a relational framework." Consequently, neo- behaviorist customer loyalty
concepts start at the shortcomings of the behaviorist approach by examining the causes of loyalty.
As early as 1969, Day concluded that" loyalty should be evaluated with both attitudinal and
behavioral criteria" otherwise accidental repeat-purchases, merely resulting from situational
exigencies, would be regarded as indicators of loyalty. There is no agreement, however, on the
question, whether attitudes are part of customer loyalty or merely an antecedent of it. Some
authors propose that only positive attitude can lead to true customer loyalty. If attitude then is a
necessary prerequisite of customer loyalty, some drivers of loyalty cannot be explained.

Transaction cost theory, for instance, provides the concept of asset specificity. Relationship-
specific investments create economic switching barrier sand therefore increase customer loyalty.

However, the mere repeat purchase of goods or services for reasons of economic constraints
would not qualify as loyalty, as positive attitudes are not involved. In order to avoid the outlined
problem, it is useful to abstain from defining positive attitude to be a necessary antecedent of
loyalty. Instead, researchers usually consider intentions and observable behavior to be the
constituting elements of customer loyalty

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Customer Satisfaction Strategies Followed By BBR

The different strategies followed by BBR consists of Customer relationship management, strategy
to providing better facility to the owner, and strategy to provide better after sales serviceto
customer.

Customer Relationship Management

CRM as a tool was used to create positive word-of-mouth, to monitor customer experiences and
generate referrals. A series of CRM activities were implemented with regular direct
communication, events and customer satisfaction surveys, Events, Festive offers, Rewards
Program, etc.

Customer Satisfaction is the buzzword used by the business people for the success of organization
in the present days. Due to the increases of heavy competition in every product - line it become
difficult for the companies to retain the customers for longer time.

So retain the customer for longer time the marketer has to do only one things i.e. customer
stisfactionIf customer is fully satisfied by the product it not only rub the organization successfully
but also fetch many benefits for the company. They are less process sensitive and they remain
customer for a longer period.

They buy addition products overtimes as the company introduce related produce related products
or improved, so customer satisfactions is gaining a lot of importance in the present day. Every
company is conducting survey on customer satisfaction level on their products To make the
products up to the satisfaction level of customers.

This project is also done to know the customers satisfaction on the BEAWER BOMBAY
ROADWAYS VEHICLES. The impact of automobile industry on the rest of the economy has
hen so pervasive and momentous that is characterized as second industrial. It played a vital role
being the nation to prodice hither vale good and services and in the enhancing their skills in
limposetemendous demand for automobile. The decrease in the interest rate and easyavailable of
cars loons from 2 to 3 years, lot of car manufacturers company facing out fhroat competition in
the fields oftechnology and price, So to gain the market share it is important for

institutes to satisfy is Cuedinglenato retain the reputation and is image.

19
BBR LOGISTICS

Freight Rates • Governed by demand supply scenario • LFOs (Large fleet operators) have
bargaining power Fleet utilization • Driven by demand and supply, goods transported and routes
Load Flexibility • Parcel services and express cargo command better margins thereby providing
VRL with better flexibility Regulations • Implementation of GST will lead to better prospects of
road transport services PROFITABILITY DRIVERS

Parcel delivery (66.29%) is the key business segment

Increase goods transportation network and fleet size Enhance network of transshipment hubs

Focus on higher margin parcel delivery services Enhance operational controls to ensure timely
delivery and quality services Improve operational efficiencies through technology

COMPANY STRATEGY

Drivers Dedicated team In-House maintenance facilities Spares Procurement Fuel Procurement •
Sienificant savings by means of redemption points availed by Fuel companies • Operate two own
consumer diesel pumps to ensure quality fuel & reduced fuel costs • Maintain records in ERP
system to maintain control over spare parts cost • Procurement of spare parts at factory rates and
saving on carrying cost • Ensure optimal efficiency levels by minimizing vehicle time in the
workshop • Allocation of unique laser marked identification to prevent substitution of tires • In-
house E.R.P for Accounts Inventory and Maintenance • Real-time monitoring of operations and
tracking of consignments • Integrated GPS tracking systems • Large pool of experienced and
trained drivers • Drivers receive cash awards for providing superior service OPERATIONAL
EFFICIENCIES

Type Numbers(as of April 2017) Small Vehicles 117 Light Commercial Vehicles 969 Heavy

Commercial Vehicles 2723 Car Carrier 102 Tankers 17 Cranes 13 Buses 419 Total 4360

Average age of the fleet is around 9 years Enables better control and time bound delivery, thereby
enhancing service quality Enables us to cover a large number of routes and reduce

20
dependence on third party hired vehicles Technology to fabricate lighter and longer bodies Hicher
length chassis sourced from manufacturers Ashok Leyland and Volvo have spare part yards in
BBR Workshops Company Wide ERP system Drivers recruited on a full time basis and are given
insurance and other benefits

Express Cargo • Consists of services like On time delivery, warehousing & redistribution BBR
courier • Dedicated route vehicles • On-line track and trace facility Passenger Transportation •
ISO certified • Fleet of 230 buses with different configurations • Market leader in Karnataka • E-
ticketing facility • Punctuality and separate seating for women Parcel Services • 6000 MT of
parcels handled daily • Wide network spanning 12 states, 1000 branches and 40 hubs

Increasing focus on marketing • Senior level personnel hired to grow all business functions •
Increase focus on Corporate business and express cargo business Focus on infrastructure • Uses
hub and spoke model to operate yards and provide effective service in parcel segment Increasing
focus on North Indian market • Established offices in Delhi, Punjab, UP and Haryana • TPT
operations to be added in Guwahati Global Logistics Operations • Trying to establish offices in
Singapore • Strategic alliances are being explored to have company's logistics operations on
global scale

Quality Initiatives • Effective processes are being used to support operations and internal controls
• Travel divisions in Hubli and Bangalore accredited with ISO 9001-200 certificate

Centralized Transport and Warchouse operations • Efforts have been made to establish identify
strategic places and construct warchouses • E.g. Facility in Varur, Hubli Cost consciousness •
Employee engagement and Innovative ideas encouraged • BBR has set up its own truck body
building division and internal software team Diversification • Investments in wind power project

Strengths Non regulated industry •High entry barriers •Availability of manpower •Continuous
improvement in Quality •Investors with long-term vision dictates BBR Logistics sharcholdings
Opportunities Provide employment opportunity Private domestic air services GST and final
implementation of the e-way bill in April 2018 Weakness Dependent on economic scenario
Bureaucracy Threats Economic slowdown Government regulations New technology Increasing
competition due to liberalization SWOT Analysis

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increase goods transportation network and fleet size Expand pan India network for the goods
ransportation business Focus on norther central and easter regions of India for expansion Eypand
fleet of trucks Enhance network of transshipment hubs Scale-up operations at existing
ranshipment hubs through Mechanized freight handling equipment Expansion of maintenance
facilities Setting up fuel stations Improvement in the overall work environment Expand
proportion of owned transshipment hubs
improve operational efficiencies through technology Enhance in-house technology capabilities to:
Efectively manage pan India operations Maintain strict operational and fiscal controls Enhance
customer service levels Preventive and predictive maintenance of vehicles through software
development and improvement in software as required Consolidation of bus operations Focus on
improving margins Optimal route planning Maximizing occupancy levels through direct
marketing and commission agents Proposed transport bill to : Simplify registration process
through a unified vehicle registration system Simplify system of vehicular and transport permits
Reduce inter-state transportation costs
Focus on higher margin parcel delivery services Focus on increasing market share in parcel
delivery business Relatively superior margins Diversified customer base Reliance on owned
vehicles Target higher margins by ensuring optimal load factors Premium rates for remote
locations Focus on small and medium sized enterprises Relatively diversified attractive and
under- served customer segment Enhance operational controls to ensure timely delivery and
quality services Key growth factors Timely delivery Quality service Profitability Stringent and
integrated management control systems to optimize freight mix and maximize load factors
Operational efficiency Measures such as deploying multiple drivers over long distances Security
Close circuit cameras on passenger buses Employees Industry best practices and training
Proposed GST bill Expected to remove the current multiple taxation and bring supply chain
efficiencies.

22
• The aim of this project is to understand the concept of Logistics and its potential in the various
industries. It also focuses on learning different aspects of the logistics and how these aspects
affect the decisions made by various firms and try to get good returns through it

Late 1990s saw a turning point in their journey when they introduced Portable Homes for the first
time ever in the country. This exclusive and out-of-box concept brought us name and fame
instantaneously, as it was satisfying the demands of most of their customers, whose dire need of
the hour was holding their goods at a safe place for a period till they locate their houses at the
new destination and thus, saving themselves from making multiple trips from their dwelling place
to the destination or the other way. The BBR, by now, was, indeed, synonymous to tension-free
shifting. It was like their years of hard work started to get its due recognition and since then, they
never looked back.

Early 2000s - Expansion

Seeing their wide acceptance by Indian masses, their company, during this period, focused on
performing expansion. They came out of their dens, and slowly and gradually spread out to cover
the entire country. It was not that they were in a hurry to capture each location, but they were
patiently ensconcing their state by state. Such was their design! Moreover, they were constantly
drawing appreciation from public sector and from the VIPs whom they were moving interstate

23
or intrastate. Till 1990s, they have had 6 offices, but by this time, they focused on expanding their
network and initiated plans for coming up with 10 offices.

Mid 2000s - Innovation

They fortified their Research and Development department, as this was the time when India
witnessed Globalization's real effects. Innovation was the technique that they adopted to continue
outperforming. They absorbed some of the special concepts that were the resultant of their
endeavors to end each hassle of their customers in the most innovative and inventive way.
During this period, they came up with concepts like Double-Door Household Carriers. Perfect
Boxes. Fabric Sheets, Trendy Bags, etc. These unique concepts were acclaimed a lot for upraising
the quality of their services to the peerless level and setting the standards in the field of packing
and moving.

Furthermore, by this time, Information Technology came into the picture, and so, they went on
transforming their network and offices from manual to computerized and well connected. They
started using different facets of IT to their advantage, in the form of ERP and VTS, and reaped
the benefits of E-Commerce by making the ways to reach us by their customers
uncomplicatedly.Online enquiry forms, online payment mode, online consignment tracking, etc.
everything simplified the ways of dealing.

24
Shifting Process
At BBR Lid., the commitments are backed by a simple, responsive, flexible, innovative and
systematic process. In an endeavor to achieve the utmost customer satisfaction, they would the
entire shifting process according to the demands and needs of the customers. Their felicitous
processes surpass customer's expectations. The steps of shifting process are well defined, well
managed and well-integrated, and also, are so easy to comprehend that even a layman can get a
glimpse of what and how is it going to work. Typically, it involves a step-wise division of the
entire process, which is as follows:

1. Reaching them is so simple... -The system is very simple to reach us, whereby they have made
they are available to you at just a call or a click. They have developed a quick and easy way for
you via their countrywide-reach numbers - 9 300 300 300 and 098 6001 5001, which have a good
memory recall too. The call will be attended by their executive, who, presentable and updated to
confront you, will take down their details, and forward the same to the concerned officer, and
would fix a survey day as suitable for you. Not only via phone, but you can also reach us by
filling a query form that is available on their website's each page.

25
2. Fixing the day for Survey- A Field Officer will appear at your place on the day and time fixed
as per your availability. Their Officer would be equipped with all the requisite tools that will
assist him to evaluate the goods to be transported and hence, he will come up with an Estimated
Cost for the move. On demand and consent of the customer, he will finalize the shifting deal, and
will give you a brief about the intricacies and the workings. He will plan the entire moving
process in accordance with the laid terms and conditions. As easy as that! Your task ends here
only.
3. Confirmation of booking - Once confirmation of booking is done, quotation is issued followed
by quotation finalization and final confirmation.

26
4. Packing - The Packing Supervisor gets in touch with you, and will drop at your place timely Er
the infallible packing treatment. Their team of packing is trained on all the techniques so adopted,
which purely depends on the characteristic of the articles involved. If it is a fragile item, he team
packs the articles using multiple-layer protective packing and if it is an electronic item. then the
chords are first safeguarded, and consequently it is passed to the further packing reatment. After
getting assured that all the documents are ready and the payments are made, the process is moved
to the next stage.

5. Your Shifting assistant- It is of type of your private shifting assistant from their side, who will
with you from start till delivery is made.

27
Corporate Social Responsibility

the corporate integrity is a critical asset and BBR is committed to upholding it in everything to do
BBR share our expectations and opinions and strive to maintain a workplace built on mutual

values, trust and goodwill & we continue to embed these ethical standards in our business
environment. Noteworthy is the VignyogShivir that we organized that was conducted by
ParamPajyaRamdevjiMaharaj which was attended by more than 10,000 people across the state.

Mission

To provide the highest quality service to our customers by continuously increasing cost efficiency
and maintaining delivery deadlines. To encourage our employees / workforce to strive for quality
& excellence in everything they do. To promote team work and create work environment that
takes care of talent and brings out the best in our employees.

Vision

To become the premier company that cuts across various segments and emerges as the
torchbearer of each segment that the Group ventures into.

O objectives Of The Organization

• To gain all around views of management operations

•To understand the work culture

*To integrate practical experiment with theoretical concept

• To assimilate and understand the function of each department in the organization To develop
necessary interpersonal and managerial skill

28
SWOT ANALYSIS

After the keen observation over the organizations and the various departments of BBR the
following strengths, weakness, opportunities & threats are found.

Strength

The various strengths that made the company to increase the market share are as follows.

2. The company is having the very good brand image in customers mind.

3. It is maintaining very good service in the form of providing adequate bus facility with
predetermined time schedules.

4. The company is having a very Effec

tive internal management system.

5. Employees, as well as customer's suggestions are considered with special care, this made the
company to get loyal customers as well as employees.

6. It is having the more network branches compared to the other competitors.

7. It is having the more pick-up points compared to the other competitors.

8. It maintains competitive pricing. Because of this advantage it is charging 10% less than the
charges of KSRTC. This made the increase in consumer awareness regarding services of the
company.

Weakness

From the analysis of performance of BBR travels we found following weakness:

1. Delay In Departure Some of the buses of BBR travels are not departure at scheduled timings.

There may be delays in timings that cause lot of inconvenience to the passengers,

2. Insufficient Sleeper Coaches In Buses Only few buses are having sufficient sleeper coach
facilities as all the buses.

29
3. Very Limited Staff BBR travels is having very limited staff, because of which, the staff is

overburdened with work.

4. Less Commission Structure The commission structure of the agents is less when compared to
that paid by other competitors.

5. Low Advertisements Compared to competitor's advertisements.

Opportunities

The company is having following opportunities in the market, they are:

1. Extending the service to other states like Goa and Kerala.

2. Introduction Of More Vehicles Because of less competition in market the company is able to
introduce more Volvo buses in its product profile.

3. Consumer Awareness Consumer awareness over the services of 'BBR' brand has been
increasing over the years.

4. The existing infrastructure can be utilized for a larger capacity

5. Diversification towards Aviation sector and doing business, acquiring or renting aircraft.

6. Apart from Aviation sector they are aiming to step into garments, dairy, and steel business.

1. Company officials have been studying locations across the country for identifying various
investment destinations.

Threats

1. Unethical marketing practices of private Customer Satisfaction

2. Competitors higher commission rates.

3. A rise in fuel prices would adversely affect their operations and profitability.

4. Their goods and passenger transport business are subject to various taxes, which may
significantly affect their profit.

30
Importance of Logistics

Logisties is comparatively a new term, but not the operation. Logistics has existed since the
agining of civilization. Raw material and finished products had always to be moved, through ana
small scale. Things began changing with the advance in transportation. Population began moving
from rural to urban areas and to business centers. No longer did people live near production
centers, nor did production take place near residence centers. The geographical distance between
the production point and consumption point increased. And logistics gained importance. Another
factor has come into play recently. Since the early 1990's, the business scene has changed. The
globalization, the free market and the competition has required that the customer gets the fight
material, at the right time, at the right point and in the right condition. the lowest cost.

1. Logistics is the bed rock of trade and business, without selling and or buying there can beano
trade and business. Buying and or selling takes place only when goods are physically moved into
and or away from the market. Take away logistical support trade and business will collapse.

2. Leads to customer satisfaction through superior customer service. Organizational objectives of

P(Productivity), Q(Quality), C(Cost), D(Delivery).E(Employee Morale),F(Flexibility),S
(Safety).H(Health), E(Environment) are set to meet customer expectations of P.Q.C,D,E,F,S.H.E
are parts of must be quality that a customer expects .Logistics addresses D, F objectives which
lead to satisfaction through superior customer service.

3. Integrates logistical activities in a conventional management environment, various activities of

logistics work is isolation under different management functions. Each pocket trying to sub
optimizes its objectives at the cost of overall organizational objectives. Purchasing trying to
purchase at minimum price at the cost of what is needed by operations. Operations produce large
quantities at minimum production cost ignoring demand leading to doom inventory. Logistics
function of management brings all such functions under one umbrella pulling down inter
departmental barriers.

31
4. Competitive edge: In the fiercely competitive environment logistics provides the edge. Due to
technological revolution most of the products are moving into commodity markets. In a
commodity market where price is controlled by competition, where there is no product
differentiation in terms of quality parameters like performance & reliability, where brands are
almost irrelevant, competitive edge is that of availability of product and service in terms of time,
place and quantity.

5 Logistics wins or loses wars; British lost American of Independence due to poor logistic
Rommel was beaten in the desert by superior logistics of Allies. Supports critical functions like
operation and marketing strong logistics support enables accompany to move towards JUST IN
TIME production system for survival in a highly competitive market.

32
Company Overview

The term logistics is often misinterpreted to mean transportation. In fact, the scope of logistics
goes well beyond transportation. Logistics forms the system that ensures the delivery of
theproduct in the entire supply pipeline. This includes transportation, packaging. storage and
handling methods and information flow The industrial policies in India have prompted
manufacturers to build plants in remote. backwardarcas due to inexpensive land and tax benetits
This poses some serious logistical problems. Apart from a poor road and transportation network,
the existing communications system in India leaves a lot to be desired by any international
standard. It is in this context that logistics has to be considered in India. Logistics call for an
understanding of the total supply chain, the elements of which include inventories, packing.
forwarding. freight, storage and handling. Logistics is responsible for all the movement that takes
place within the organization whether it is inbound logistics of incoming, raw materials or
movement within the company or the physical distribution of finished goods, logistics
encompasses all of these. Typical logistics framework mainly consists of Physical Supply.

Internal Operations and Physical Distribution of Goods and Services. To put it more simply, the
material supply logistics starts from the base level of "generation of the demand " through the
process of purchase" and "supply of material from the vendor" right through to "final acceptance"
and "payments to the supplier" and "issue to the in deter" and has to be considered as a "one
whole activity" with each stage having an impact on price/cost of material supply ‚Logistics is, in
itself, a system; it is a network of related activities with the purpose of managing the orderly flow
of material and personnel within the logisticschannel. 10

Travel and Transportation forms the backbone of infrastructure - the major sector of any conomy.
Millions of people and businesses rely on an extensive, inter-related network. The transportation
industry is in an era of unprecedented change. Marked by unending demands for increased
services and severely limited budgets for infrastructure, the industry faces continuous challenges.
The travel industry is exploring new horizons in the way it does business, thanks to technology.
Today, with the help of technology the travel industry is creating new propositions for its
customers - online booking, remote travel management, and new age CRM programs .On the
other hand, 3PL and Logistics provider industry that is heavily dependant on infrastructure set by
transportation has been embryonic to offer greater scope and more complex solutions.

33
Expansion of networks through rapid globalization with mergers and acquisitions amongst
logistics providers and need to fulfill complex global contracts calls for higher performance
through greater and deeper end-to-end integration and state of the art visibility tools. The under
lying objective is, seamless flow of information across the complex and growing value chains,
leading to effective and faster decision making which in turn leads to better transparency and
visibility.

34
The Logistics & Transportation Industry

Globally. the logistics industry is valued at USS 3.5 Thousand.

• The U.S., which contributes to over 25% of the global industry value, spends close to 9% of its
GDP on logistic services.

• The Indian Logistics Industry is presently estimated at USS 90 thousand

• It is forecast to grow at a Compound Annual Growth Rate (CAGR) of approximately 8% over

the next three to five years

• Third Party Logistics (3PL) Solutions, is slated to grow at a compound annual growth rate
(CAGR) of over 16% from 2007-10. Consequently,3PLservicell providers are expected to comer
an increased share of the Indian Logistics pie, from 6% in the year 2006 to 13% in the year 2011,
at a CAGR of 25% The primary growth drivers of this industry are as under:

• Investments in the infrastructure sector amounting to USS 350 T thousand increased efficiency
and productivity of the transport system would result in lower transit times.

• Streamlining of the indirect tax structure: The introduction of Value Added Tax (VAT) and the
proposed introduction of a singular Goods and Services Tax (GST) are expected to significantly
reduce the number of warehouses manufacturers are required to maintain in different states,
thereby resulting in a substantial increase in demand for integrated logistic solutions.

• Robust trade growth Strong economic growth and liberalization have led to considerable
increase in domestic and international trade volumes over the past five years. Consequently, the
requirement for transportation, handling and warehousing is growing at a robust pace and is
driving the demand for integrated logistics solutions.

35
WHAT IS CUSTOMER SATISFACTION?

Quality Glossary Definition: Customer satisfaction

Customer satisfaction is defined as a measurement that determines how happy customers are with
a company’s products, services, and capabilities. Customer satisfaction information, including
surveys and ratings, can help a company determine how to best improve or changes its products
and services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms,
retail and wholesale businesses, government bodies, service companies, nonprofit organizations,
and every subgroup within an organization.

Model of Customer Satisfaction

36
WHAT DOES IT TAKE TO SATISFY THE CUSTOMER?

Organizations should not assume they know what the customer wants. Instead, it is important to
understand the voice of the customer, using tools such as customer surveys, focus groups, and
polling. Using these tools, organizations can gain detailed insights as to what their customers
want and better tailor their services or products to meet or exceed customer expectations.

37
 CRM (Customer Relationship Management)

Customer relationship management (CRM) is the combination of practices, strategies and

technologies that companies use to manage and analyze customer interactions and data

throughout the customer lifecycle. The goal is to improve customer service relationships and

assist in customer retention and drive sales growth. CRM systems compile customer data across

different channels, or points of contact, between the customer and the company, which could

include the company's website, telephone, live chat, direct mail, marketing materials and social

networks. CRM systems can also give customer-facing staff members detailed information on

customers' personal information, purchase history, buying preferences and concerns.

Why CRM benefits businesses

The use of CRM systems can benefit organizations ranging from small businesses to large

corporations, through:

 Having customer information such as past purchases and interaction history easily accessible can

help customer support representatives provide better and faster customer service.

 Collection of and access to customer data can help businesses identify trends and insights about

their customers through reporting and visualization features.

 Automation of menial, but necessary, sales funnel and customer support tasks.

Components of CRM

At the most basic level, CRM software consolidates customer information and documents it into a

single CRM database so business users can more easily access and manage it.

38
 Over time, many additional functions have been added to CRM systems to make them more

useful. Some of these functions include recording various customer interactions over email,

phone, social media or other channels; depending on system capabilities, automating various

workflow automation processes, such as tasks, calendars and alerts; and giving managers the

ability to track performance and productivity based on information logged within the system.

 Marketing automation. CRM tools with marketing automation capabilities can automate

repetitive tasks to enhance marketing efforts at different points in the lifecycle for lead

generation. For example, as sales prospects come into the system, it might automatically send

email marketing content, with the goal of turning a sales lead into a full-fledged customer.

 Sales force automation. Sales force automation tools track customer interactions and automate

certain business functions of the sales cycle that are necessary to follow leads, obtain new

customers and build customer loyalty.

 Contact center automation. Designed to reduce tedious aspects of a contact center agent's

job, contact center automation might include prerecorded audio that assists in customer problem-

solving and information dissemination. Various software tools that integrate with the agent's

desktop tools can handle customer requests in order to cut down on the length of calls and to

simplify customer service processes. Automated contact center tools, such as chatbots, can

improve customer user experiences.

 Geolocation technology, or location-based services. Some CRM systems include technology that

can create geographic marketing campaigns based on customers' physical locations, sometimes

integrating with popular location-based GPS (global positioning system)

apps. Geolocation technology can also be used as a networking or contact management tool in

order to find sales prospects based on a location.

39
 Workflow automation. CRM systems help businesses optimize processes by streamlining

mundane workloads, enabling employees to focus on creative and more high-level tasks.

 Lead management. Sales leads can be tracked through CRM, enabling sales teams to input, track

and analyze data for leads in one place.

 Human resource management (HRM). CRM systems help track employee information, such as

contact information, performance reviews and benefits within a company. This enables the HR

department to more effectively manage the internal workforce.

 Analytics. Analytics in CRM help create better customer satisfaction rates by analyzing user data

and helping create targeted marketing campaigns.

 Artificial intelligence. AI technologies, such as Salesforce Einstein, have been built into CRM

platforms to automate repetitive tasks, identify customer-buying patterns to predict future

customer behaviors and more.

 Project management. Some CRM systems include features to help users keep track of client

project details such as objectives, strategic alignment, processes, risk management and progress.

 Integration with other software. Many CRM systems can integrate with other software, such as

call center and enterprise resource planning (ERP) systems.

40
 Clients Handled

Sr.N Customer Name Location Frequency Once

o In A
1 Mayuresh Wagh Kamothe Month
2 Rushi Bhandare Kharghar 3 Weeks
3 Krishna Doiphode Powai Every
Alternate
Week
4 Rahul Mane Vashi Occasionally
5 Sarang Tambade Nerul Month
6 Aniket Borkar Ulwe 2 Weeks
7 Sourabh Garje Belapur Month
8 Vishal Patil Sanpada Month
9 Kshitij Gaikwad Panvel Month
10 Avinash Rakh Seawoods 4 Weeks

41
 ROLES IN THE ORGANIZATION DURING AN INTERNSHIP

PROFILE

NAME : Shantanu Tambade

JOB POSITION : Plan And Supervise The Shipments From Production To End

User

START DATE : 1st Nov 2022

END DATE : 25th Dec 2022

DURATION : Months

REPORTING AUTHORITY : R. Kathat

JOB LOCATION : Navi Mumbai

42
 Learning Objective

One of the most appealing aspects of working as a real estate agent is that each
day is different. Agents meet new people, see new places, and respond to the changing
needs of buyers and sellers—which often means shifting gears at the last minute. While
there’s no typical day for a real estate agent, there are a number of tasks that most
agents do on a regular basis. Here’s what a day in the life of a real estate agent might
look like. Real estate agents are licensed professionals who typically work under the
supervision of a real estate broker. Whether you’re in the market to buy or sell a
property, they are trained to guide you through every phase of a sale, from scouting
out properties to closing the deal. Though some of the responsibilities of a real estate
agent change based on if they’re working with a buyer or a seller, the general duties of
all real estate agents include administrative work, research and marketing.

The work was observed is that

• Answer phone calls and emails

• Schedule appointments and showings

• Update End User About Delivery

• Draft and deliver documents

• Order supplies

Research
• Perform Transportation Industry market analysis

• Stay current with Transportation markets, trends and best practices

• Search best drivers for driving trucks

Marketing
• Create and distribute promotional material

• Manage their online and social media presence

• Network with potential clients and local businesses

• Run advertising campaigns

43
 Weekly work Log
Week 1
Day 1 (Date:- 01/11/2022)

Introduction to the team, company. and meet with team members to discuss their roles
and responsibilities.

They talked with regards to BBR, their starting point, goals, and objectives.

They additionally gave a thought to what sort of occupations will be apportioned during
the internship.

They also briefed us about the product.

Day 2-5 (Date: - 02/11/2022 to 05/11/2022)

On the second day of the internship. There was a Attend a sales training session to learn
about the company's sales approach, target audience, and competition.

In which it is shown how to conduct a sales call. Conduct research on the local real estate
market, including trends in prices, inventory, and demographics.

Attend a marketing meeting to learn about the company's current marketing initiatives and
identify areas where the company could improve.

Attend a marketing meeting to learn about the company's current marketing initiatives and
identify areas where the company could improve.

The initial improvements, the training, the induction, the contracts, and the acceptor were
marginally casual in tone and pleasant as well.

44
Week 2 (Date: - 06/11/2022 to 12/11/2022)

On the Second week interns has to Conduct research on the local Transportation market,
including trends in prices, inventory, and demographics.

Attend a meeting with the sales team to discuss current leads and prospects.

Help plan and execute a marketing event, such as an open house or networking event.
Conduct a competitive analysis of other real estate companies in the area.

Attend a sales meeting to review progress and discuss strategies for improving sales
performance.

Week 3 (Date: - 13/11/2022 to 19/11/2022)

On the third week interns has changes their department so that they can get extra
knowledge about it and assist with them.

So, I got the opportunity to work with Digital Marketing Department under inter
department employee exchange programme where I have assisted to Develop a social
media marketing strategy for the company.

I have drafted a proposal for a new marketing campaign aimed at a specific target

audience. Attend a training session on effective communication and negotiation

techniques.

Assist with creating a video tour of a property to be shared on social media.

Conduct research on potential partnership opportunities with other local

businesses.

45
Week 4 (Date: - 20/11/2022 to 26/11/2022)
On the fourth week interns have come back to work with their department and they
Assist with the shipments

Attend a meeting with the marketing team to review and provide feedback on the
latest marketing materials.

Conduct a survey of current and past customers to gather feedback on their experiences
with the company.

Help plan and execute a community service event to increase the company's visibility and
reputation.

Attend a sales meeting to discuss strategies for improving sales performance based on
feedback from customers.

Week 5 (Date: - 27/11/2022 to 03/12/2022)

On the fifth week interns has assist with creating a marketing email campaign for current
and past customers.

Attend a training session on effective time management and Product

Development Techniques.

Conduct a focus group with potential customers to gather feedback on the company's
branding and messaging’s.

Attend a meeting with the sales team to review and discuss leads and prospects.

Analyse data from previous marketing campaigns to identify areas for

improvement.

46
Week 6 (Date: - 04/12/2022 to 10/12/2022)
On the sixth week interns has Develop a content marketing strategy for the company's
blog and social media channels.

Help plan and execute a virtual event, such as a webinar or online

workshop. Conduct research on the latest trends in real estate marketing

and sales.

Attend a meeting with the marketing team to review progress and discuss new
marketing initiatives.

Assist with creating a sales presentation for a new property listing.

Week 7 (Date: - 11/12/2022 to 17/12/2022)

On the seventh week interns had Start the day by reviewing the leads generated during the
previous week and categorize them based on their level of interest.

Attend the weekly sales meeting to discuss the progress of ongoing deals and identify
any roadblocks.

Update the CRM system with any new information obtained from potential customers

Reach out to leads who have shown a high level of interest in the company's properties
and schedule meetings with them.

Prepare a sales pitch for the upcoming meetings.

Conduct research on competitor properties and their pricing strategies.

Attend meetings about shipments with end use

Take detailed notes during the showings to identify areas of improvement for future

showings Follow up with potential clients after the showings to gauge their level of interest

Analyse the performance of ongoing marketing campaigns and make any necessary
adjustments
47
Prepare marketing materials for upcoming delivers of shipments

Conduct market research to identify potential new marketing channels to reach a

wider audience

Review the progress of ongoing deals and follow up with any clients who have not
responded in a timely manner
Update the company's social media accounts with new listings and upcoming events

Attend any necessary training sessions or workshops to improve sales and marketing

skills.

Week 8 (Date: -18/12/2022 to 24/12/2022)

On the eight week it was last week for intern so they Organize and prepare for any upcoming
Deliveries of shipments

Create a detailed itinerary for the events, including the schedule of activities and any
necessary materials

Finalize the list of potential clients who will be attending the events to showcase the
properties and services.

Collecting contact information from the potential customer and following up with
personalized message or phone calls.

Attend the scheduled events for potential clients

Answer any questions that potential clients have and provide additional information about
the Shipments

Collect feedback from potential clients after the events and make notes on any areas
of improvement

Follow up with potential clients who attended the events and gauge their level of interest
in our company

Conduct market research to identify new leads and potential customers

Attend any necessary meetings or training sessions to wrap up the internship experience
48
Review the progress made during the internship and identify areas of improvement
for future sales and marketing, CRM efforts. Create a final report summarizing the
results achieved during the internship

Submit the final report to the sales and marketing team for review.

Prepare a final presentation for the sales and marketing team to showcase the results
achieved during the internship.

Attend the final presentation and answer any questions that the team may have. And
submission of all working docs.

49
 Learning Experience:

As a supervisor intern at BBR, I had the opportunity to gain valuable insights

and practical experience in the field of sales, CRM & marketing. The internship was
a great learning experience for me, as it allowed me to put my theoretical knowledge
into practice and learn from experienced professionals in the industry.

During my internship, I was responsible for create marketing strategy. I was also
involved in conducting market research, analyzing data, and creating reports to
measure the effectiveness of our strategy.

One of the key skills that I learned during my internship was the importance of
understanding the target audience. BBR target audience is people who belong to middle
class to upper class people. And the location wase to Navi Mumbai and Mumbai region.
So accordingly, I have made marketing strategy for them. This involved researching
their needs, preferences. I learned how to create buyer personas and tailor my
messaging accordingly.

In addition to the technical skills I learned, I also gained valuable soft skills such as
time management, collaboration, and communication. I learned how to manage my
time effectively to meet deadlines, how to collaborate with team members to achieve
common goals, and how to communicate effectively with clients and team members.

50
 CHALLENGES FACED DURING THE INTERNSHIP

Competition:

One of the most common challenges facing is competition. In a highly competitive

market, it can be difficult to stand out from other company and attract customers. The
BBR will have to compete with other company in the area that do same shipments. To
stay competitive, the store must offer competitive prices, high-quality Service, and
excellent customer service.

Communication:

An important skill for any successful Supervisor is the ability to communicate

effectively. As a Supervisor, I had to communicate with customers and build a rapport
with them. I had to listen carefully to their needs and answer their questions
accurately. This allowed me to build trust between me and the customer and ensure
that the customer had a positive experience when interacting with me.

Company Environment:

Adapting to the company culture was a challenge I faced during my internship. I had
to learn the company’s values and the way they do business. I had to be respectful of
the company’s culture and understand how the company operates. This allowed me to
fit in and perform better in my role as as a Supervisior.

51
Lack of knowledge about the services offered by the Company

This lack of knowledge can lead to confusion among customers and can negatively
affect the customer experience.

52
 Recommendation

In recommendations, certain suggestions can be followed. They are given below:

• Employees need more training and development program to gain more skills like
communication skills, attentation to detail and customer service skill, this will help
the company with their different skills to expand.

• Associates should be more sincere about their responsibility.

• Associates should be more careful about their duties. Customer satisfaction is a big
deal, but they should also keep other activities in mind as well so that operational
lapses cannot be occurred.

• To reduce the number of pending E-mail of customer for enquiry they can use
proper software for better contact with clients.

• To reduce the work pressure & enhancement of work efforts they should increase
the number of sales staff.

• Should have stability in their decision making.

• BBR can arrange more CSR activities and take sponsorship for socialization.

• Most importantly they have to more work on pricing of their apartments and the
commercial places and they should open to negotiate with the prices to get more
satisfaction of their clients.

• They have to more aware to deliver the Shipments to their clients on time.

• BBR outsource designs from outside the company and sometimes the country. But
I think here the architectural team is very good at design. So, the designs or ideas
they outsource can be done by the in-house architects.

53
 SUGGESTIONS

 The Basic thing of BBR Transportation is to know About the Needs of the Customers.

 If something goes wrong, let customers know immediately and compensate them for their

inconvenience.

 As per the demand of the customers, the industry must give percentage of discount to all the

 customers.

 It is suggested to provide some discounts or allowances to the customers those who giving

 more orders of transportation of the products.

 Try to solve customer problems or complaints to the best of your ability. Excuses - such as

 "That's our policy" - will lose more customers then setting the store on fire.

 Get to know the names of regular customers or at least recognize their face.

54
 CONCLUSION

The financial position of the Industry is sound. BBR is one of the State renowned and

transport company in Maharashtra. The company is having the good brand image in the

customers mind.And it is marketing its product under the brand name of "Beawar Bombay

Roadways". The employees in BBR hard working and dedicated. The company has

increasing profit and net worth Thus, company performe

d very nicely from its birth. All the departments play a vital role in organization. The overall

study that emerges in this firm has maintained well and efficient department in the

management. It's all sections are working efficiently. The overall capacity of all the

departments is well systematic. In the course of study I have not only acquired theoretical

knowledge and also practical knowledge in this firm. I conclude that all the departments

functions should have modern techniques towards other departments.

55
 Bibliography

 www.Beawar Bombay Roadways.com

 www.wikipedia.com
 Magazines
 Newspapers

56