The Impact of ICT on Courier Companies: Enhancing Efficiency and Customer Satisfaction

This paper explores the transformative role of Information and Communication Technology (ICT) in the modern courier industry. It examines how ICT has revolutionized courier operations, from order placement and tracking to delivery management and customer service. The paper highlights the key benefits of ICT, including increased efficiency, reduced errors, enhanced customer satisfaction, and improved communication. It also discusses how ICT has addressed challenges faced by courier companies in the past, such as delays, wrong deliveries, and complex return policies. By leveraging ICT, courier companies can streamline their processes, optimize their operations, and ultimately achieve greater success in a competitive market.

Technologies of communication and information are introduced by ICT that allows access to
data or information through some methods of telecommunication. It provides methods of
information access but focuses more on the communication technologies. It uses devices like
computers, mobile phones, wireless networks, internet and various communication mediums
(Bekkers, & Zouridis, 1999).
ICT proves to be very beneficial and valuable for everyday Courier company businesses. It
comes out to be very constructive while placing orders and supplying it to correct person.
Courier companies came across many challenges in past either due to delays in delivery of
products or they might get wrongly delivered. Challenges were also based on the return and
exchange policies caused due to lack of customer satisfaction. By the use of technologies of ICT,
the problems or challenges of courier companies can be overcome. ICT makes the business of
courier companies go easier and more user-friendly for suppliers, distributors as well as clients.
The complete process can be accessed online through the internet connectivity. It starts with the
filling of product details by clients which are then updated on the office servers. Later details are
transferred to the area office where courier needs to be forwarded or delivered. A computer
server detects areas where the delivery of couriers needs to be made and employees working in
those areas are contacted and are made responsible for the deliveries in those areas. They used to
collect couriers from offices in those areas and deliver the couriers to respected address and will
update the current status of couriers in the servers of the company (Olphert, & Damodaran,
2007).
After product delivery, it is mentioned as delivered by the employee in computer records of the
Courier Company to avoid the confusion with deliveries and overlapping related issues. The
moment of delivery of courier a message regarding the product delivery is automatically sent to
the customer. ICT avails customer the opportunity allowing them to keep the track record of the
order also providing them the expected delivery date. It emphasizes more to make return policies
work go easy for users as they just need to apply for return and employee will come and collect
the courier from clients place and the amount will also get refunded to account of the client
(Huggins, & Izushi, 2002).
ICT plays a vital role as service provider and delivers various benefits to courier companies that
are listed below:

The process of courier delivery is made speedy and faster.
The possibility of wrong delivery and delays are decreased or reduced.
The process becomes effortless and user-friendly for clients and avails them the opportunity
that they can track their record through the applications of a cell phone.
It has less in cost or expenses.
The process increases revenues and profits.
It enlightens the company and client communication ad their relations that leads to growth in
business.
The possibility of confusion of address is decreased because details are properly recorded on
company’s servers.
It also reduces delivery delays.
Finally, ICT enhances the courier company working and helps in the growth of the business by
increasing the teleworking (Kenny, 2002).

References
Olphert, W., & Damodaran, L. (2007). Citizen participation and engagement in the design of e-
government services: The missing link in effective ICT design and delivery. Journal of the
Association for Information Systems, 8(9), 491.
Huggins, R., & Izushi, H. (2002). The digital divide and ICT learning in rural communities:
examples of good practice service delivery. Local Economy, 17(2), 111-122.
Bekkers, V. J., & Zouridis, S. (1999). Electronic service delivery in public administration: Some
trends and issues. International Review of Administrative Sciences, 65(2), 183-195.
Kenny, C. (2002). Information and communication technologies for direct poverty alleviation:
costs and benefits. Development policy review, 20(2), 141-157.