Beyond the Parcel: TCI EXPRESS Revolutionising Logistics

From family business to industry leader, TCI EXPRESS has redefined express logistics. Insights from Chander Agarwal, Managing Director, reveal the company’s journey of leveraging TCI Group’s legacy, streamlining processes, and driving growth through innovative strategies and advanced technology since 2016.

From a family-owned business with roots stretching back to 1958, TCI EXPRESS has evolved into a formidable force in India’s express cargo sector. At the helm of this transformation is Chander Agarwal, whose vision and leadership have propelled the company to new heights.

The company provides flexible warehousing options equipped with advanced inventory management systems

• Independent Focus: Demerged in 2016 to specialize in express delivery.
• Technology-Driven: Utilizes advanced technology for time-sensitive shipments.
• Flexible Warehousing: Offers warehousing with inventory management systems.
• Extensive Network: Covers over 50,000 pickups and 60,000 delivery locations.
• Proven Performance: Strong track record in time-critical deliveries.
• E-commerce Leader: Innovating B2B e-commerce logistics with technology and sustainability.

Inheriting a family legacy in logistics that began in 1958, Chander Agarwal saw a transformative opportunity for the Indian market upon returning from his Business management studies in the US around 2000. Recognising the nation’s burgeoning economy, he spearheaded a strategic shift within the TCI Group, streamlining processes and aligning them with India’s growth trajectory. This marked the beginning of a new era, paving the way for TCI EXPRESS’s rise to prominence in the express cargo sector.

The strategic demerger in 2016 allowed TCI EXPRESS to operate independently, enabling it to implement agile business practices and invest in advanced technologies. Focussing exclusively on express delivery services, TCI EXPRESS has developed cutting-edge solutions tailored for time-sensitive shipments. The company’s investment in technology and automation, such as state-of-the-art sorting centres, has optimised its operations. When they demerged, they started with 500 branches and 20,000 delivery points. Now, they have nearly 1,000 branches and 60,000 pickup and delivery points. They cover 30,000 out of 32,000 pin codes, with the remainder being under the national armed forces. 

Strategic initiatives have propelled the company to the forefront of the industry

Additionally, TCI EXPRESS has expanded its service offerings to include specialised solutions like Pharma Cold Chain Express, Rail Express, and C2C Express, further differentiating itself from competitors. This diversification, combined with its hub and spoke asset-light model, has enabled TCI EXPRESS to achieve impressive growth and profitability over the last 8 years. Rooted in TCI’s legacy yet driven by innovation, TCI EXPRESS has become a trusted name and a leader in express delivery.

Under Chander Agarwal’s leadership, TCI EXPRESS has undergone a transformative journey. Strategic initiatives have propelled the company to the forefront of the industry. Agarwal stresses the role and contribution of his team in the growth of the company, acknowledging that without their efforts and dedication, TCI EXPRESS would not have reached its current stature. The company’s network has expanded significantly, with branches increasing from 500 in FY 2017 to over 970 in FY 2024, serving 60,000 locations. Financial performance has been robust, with EBITDA growing by 17 percent and net profit by 20 percent annually over eight years. The customer base has expanded from 1.6 lakh to 2.25 lakh during this period. A strong focus on sustainability, coupled with these achievements, has positioned TCI EXPRESS as a leading player in the express delivery industry, earning a place among India’s top 500 companies. Agarwal’s leadership has been recognised with prestigious awards, including “Influential Leaders of India 2023”, “Most Promising Business Leader of Asia 2022-23”, and “Asia’s Greatest Leader for Sustainable Practices 2023”, solidifying his position as an industry influencer.

Beyond its core express delivery services, TCI EXPRESS offers a comprehensive suite of value-added solutions tailored to meet the diverse needs of its clientele. The company provides flexible warehousing options equipped with advanced inventory management systems. For added convenience, they offer in-house packaging facilities for white goods and distribute essential packaging materials. In the realm of international shipping, the company provides comprehensive customs clearance services, including AD code registration, issuance of country of origin and GSP certificates, document legalisation, and fumigation. To cater to specialised industries like pharmaceuticals and e-commerce, TCI EXPRESS has developed solutions such as Pharma Cold Chain Express and dedicated e-commerce transportation services. The company’s commitment to customer satisfaction is evident in additional services like late collections, early and scheduled deliveries, key account management, and advanced security features. TCI EXPRESS’s technology-driven approach, including real-time tracking APIs and customer login portals, ensures seamless visibility and control throughout the supply chain.

TCI EXPRESS has achieved consistent service quality across its expansive network of over 50,000 pickups and 60,000 delivery locations through a strategic combination of factors. A robust technology infrastructure, coupled with the streamlining effects of GST implementation, which removed border checkposts, has been instrumental in ensuring faster deliveries and efficient operations. 

TCI EXPRESS empowers businesses to optimise shipping costs without compromising service quality through a strategic combination of factors

The company’s multimodal network, integrating road, rail, and air transport, covering 500+ express routes, 2,500 feeder routes, 125 rail routes, and 73+ air gateways, has been pivotal in optimising routes and delivery times. 

Moreover, TCI EXPRESS places a strong emphasis on workforce training, conducting over 6,000 training programs annually for its 3,000+ professionals, fostering a culture of excellence among its employees. This dedication has earned TCI EXPRESS the ‘Great Place to Work’ title four times across four consecutive years.

TCI EXPRESS boasts a strong track record of delivering exceptional results in time-critical situations. The company has consistently demonstrated its ability to handle high-value and perishable goods, meeting stringent delivery timelines. 

During the COVID-19 pandemic, TCI EXPRESS partnered with the Ministry of Health and Family Welfare to distribute vaccines like Covishield and Covaxin, delivering 10-12 lakh doses to state centres. The company also managed the transportation of vaccine carriers and freezers and distributed 70 lakh face masks and 20 lakh face shields.  Additionally, TCI EXPRESS facilitated the distribution of imported high-flow nasal cannulas and WIC and WIF units for COVID-19 vaccine storage to hospitals and medical centres across India.

TCI EXPRESS is at the forefront of revolutionising B2B e-commerce logistics through a combination of advanced technology and sustainable practices. The company’s partnership with ULIP, a Government of India initiative, and the integration of its ERP system with the platform have positioned it to effectively cater to the evolving needs of the Indian market. 

TCI EXPRESS has implemented a robust IT infrastructure, including real-time tracking and automated order processing, to optimise e-commerce operations. The company is also exploring blockchain technology to enhance transaction security and transparency. 

To address the growing importance of reverse logistics, TCI EXPRESS has developed a specialised solution utilising AI-enabled automated sorting facilities in Gurugram and Pune. This efficient system streamlines the return process, ensuring swift and cost-effective handling of returned goods nationwide. 

The company’s commitment to sustainability is evident in its adoption of electric and CNG vehicles for last-mile deliveries, eco-friendly packaging, and optimised routes. The LEED-certified solar-powered sorting centres in Gurugram and Pune exemplify TCI EXPRESS’s dedication to environmental responsibility. By integrating advanced technology with sustainable practices, the company is well-positioned to meet the evolving demands of the B2B e-commerce sector.

TCI EXPRESS places a strong emphasis on customer satisfaction, employing a comprehensive approach to measure and enhance the customer experience. The company utilises customer surveys, the Net Promoter Score (NPS), and real-time feedback mechanisms to gauge customer sentiment. A dedicated customer service team is responsible for addressing customer enquiries and complaints promptly, with regular follow-ups to ensure resolution. TCI EXPRESS has established multiple touchpoints for customer feedback, including toll-free numbers, online platforms, and social media. The company leverages technology to provide real-time updates and transparency throughout the delivery process. A culture of continuous improvement, coupled with rigorous staff training, reinforces TCI EXPRESS’s commitment to delivering exceptional customer service.

TCI EXPRESS has built a strong reputation for exceptional customer service. The company’s customer-centric approach, characterised by personalised service, transparent communication, and proactive issue resolution, has fostered strong customer relationships. TCI EXPRESS’s commitment to reliability is further emphasised by the introduction of the Money Back Guarantee (MBG) scheme, which offers customers a 100 percent refund for delayed shipments. This innovative initiative sets a new industry standard for customer satisfaction.

Uniquely, customers have direct access to the Managing Director, Chander Agarwal, ensuring that their concerns are addressed promptly. This level of engagement, combined with a dedicated workforce and advanced technology, has positioned TCI EXPRESS as a preferred choice for customers nationwide.

TCI EXPRESS differentiates itself through a unique combination of factors, including a strong employee-centric culture and a comprehensive technology infrastructure. Unlike franchised models, TCI EXPRESS operates entirely with its own employees, fostering a shared vision and strong company culture. This approach ensures consistent service quality and a deep understanding of customer needs. The company’s extensive use of technology, including an ERP system and a robust online communication platform, facilitates efficient operations and enables real-time tracking. A dedicated training centre and a robust training program for over 2000 employees annually contribute to maintaining high service standards. This holistic approach, combining a strong organisational culture with advanced technology, sets TCI EXPRESS apart from its competitors.

TCI EXPRESS empowers businesses to optimise shipping costs without compromising service quality through a strategic combination of factors. The company’s asset-light business model, coupled with advanced data analytics and AI-driven algorithms, enables efficient route planning and load consolidation, resulting in a 40 percent increase in efficiency and reduced costs. By leveraging multimodal transportation, including road, rail, and air, TCI EXPRESS optimises routes and transit times. The company’s extensive network and strategically located sorting centres further contribute to cost savings by minimising multiple handovers. Additionally, volume-based pricing and strategic partnerships enhance cost-effectiveness. TCI EXPRESS’s commitment to sustainability, through the adoption of renewable energy and eco-friendly practices, further contributes to overall cost optimisation.

TCI EXPRESS has emerged as a key player in shaping the future of the logistics industry through active engagement in industry associations and thought leadership. As a member of prominent organisations such as FICCI, CII, and the National Logistics Executive Committee, the company has been instrumental in influencing policies and driving industry advancements. By providing valuable insights and recommendations to government bodies like NITI Aayog and the Indian Council for Research on International Economic Relations (ICRIER), TCI EXPRESS has significantly contributed to policymaking. The company’s involvement includes providing key recommendations for the industry’s 100-day agenda and contributing to reports on express delivery services supporting India@2047.

Chander Agarwal, the visionary leader at TCI EXPRESS, has been instrumental in shaping the company’s strategic direction and engaging with the broader industry. His active participation in industry forums and influence on policy decisions have driven positive change. Agarwal’s commitment to improving driver welfare and reducing noise pollution has established him as a thought leader in the logistics industry. His advocacy for policies like mandatory truck air conditioning—an idea he presented during a panel discussion with Minister of Road Transport and Highways, Nitin Gadkari—exemplifies his influence on policymaking. This initiative, among others, demonstrates Agarwal’s proactive approach to addressing industry challenges and his ability to translate ideas into tangible policy changes.

Through its collaborative efforts and Agarwal’s influential leadership, TCI EXPRESS has established itself as a catalyst for innovation and sustainable growth within the logistics industry. The company’s commitment to shaping the future of the sector is evident in its proactive approach to addressing industry challenges and its dedication to creating a more efficient and responsible logistics ecosystem.