Evaluating the effectiveness of issue resolution protocols in enhancing customer retention at Pathao Courier

Abstract

Pathao Ltd., which was founded in 2015 by a group of visionary entrepreneurs, has swiftly set its footprint in Bangladesh's ridesharing industry as one of the top players. On the one hand, the firm has been identified with a variety of city traffic congestion problems that have been solved by it using creative ideas. On the other hand, it has also gained acknowledgment for the diversification of its services including not only ride sharing but also food delivery, parcel, and courier services. The remarkable journey of Pathao saw a major turning point in 2018 when it received the support of Gojek, a famous ride sharing company in Indonesia. The partnership not only enhanced Pathao's expansion to a new service category but also, it consolidated its position in both Bangladesh and some international markets. Just within a few months, Pathao's parcel delivery on app-based system became an extraordinary life, gaining a substantial increase in all the fields of its ridesharing, the food delivery, and the courier business. These victories enabled Pathao to maintain its lead in the competition and acquire a significant portion of the local market. Pathao's growth is due to its low prices, adept communication, and the adoption of the same practices as the world’s best companies. As an associate in Issue Resolution, I have the responsibility of the primary client and merchant liaisons utilizing Pathao's services. In my report, I have discussed how the operational, marketing, and competitive strategies have influenced the Pathao brand and their support in the long-term objectives. A striking feature of the Pathao experience was the use of social media to promote its services to the public before even the company was officially launched, thus, securing early awareness and engagement. The report also covers operational initiatives like the establishment of easy-to-use service hubs and the implementation of centralized monitoring systems. The recommendations mainly aim to synchronize the business strategies, build robust internal collaboration, and enhance the digital platform for the company to handle the on-demand service environment efficiently.