Urban Express has always been on top of logistics service and delivery in Northern America outshining their competition and being excellent to their customers and thereby creating unquenched desire to serve more. Their customers are increasingly getting more enticed to seek for service from the company as the company re-engineers the service making its operations better. They ensure high customers’ satisfaction through the delivery of customer oriented services. The services are always improving to the match the dynamically changing customer needs and environment.
The success of all this had been attributed to the innovativeness and the desire to change and this dates back to the establishment of the ventures. The venture was the first to introduce specific customer location delivery in New York City using the bike messengers. These messengers delivered parcels to the doorsteps of the recipient effectively without any delays. This delivery service also ensures safety of the parcel. In fact this service feature is highly convenient to the customers who again appreciates for its being economical and affordable (fitting well into their pockets). So, on the onset, they cut an edge above their competitors and then started moving ahead unchallenged. The company has always set their eyes on the customer needs, wants and dynamically changing environment when designing any new products or improving a service. Such an approach has always led to customer retention and attraction owing to the fact that customer like being appreciated and their needs satisfied.
Urban Express was the first logistics company to introduce an automated logistics support system. This new introduction largely reduced manual controls and suddenly increased the speed of operation. It also maintained a decentralized inquiry system where information on the status of a parcel is available at the inquiry point. Since the new system ensured maintaining all the information pertaining to a service and distributing the same to all remote locations, it reduced the case of loss of parcels even after loss of accompanying documents. At a glance it is possible to trace a service or a parcel. This information system was supported by the installation of control courier radios which made it easy communicate information verbally to and from the couriers. The firm wins the support of its staffs that are ready to work and deliver as per the customers’ specifications and requirement. This resulted from their treatment of employees who are well enumerated and are recognized. More specifically, the company has very effective human resource polices where the employees are also treated as customers.