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Based on its recent analysis of the courier industry, Frost & Sullivan recognises Fargo Courier with the 2016 East Africa Frost & Sullivan Award for Growth Excellence Leadership. Since its establishment as a sister company to Wells Fargo, the corporate security and protection service provider, Fargo Courier, has built and maintained a solid client base.
Fargo Courier has emerged as a name to contend with by leveraging its strategic partnership with the logistics giant, DHL, across 86 outlets in Kenya. Both Fargo and DHL have robust operations in the country and enjoy significant brand recognition and reputation.
“One of the major challenges of operating a courier service in Kenya is that the commute across remote northern areas can take up to three days due to security concerns, poor transport infrastructure and large distances,” said Frost & Sullivan’s Senior Industry Analyst Byron Messaris, . “Even in such conditions, Fargo Courier has a 95 percent success rate in delivering packages within 24 hours.”
Many transport companies in Kenya tend to compete on price. Fargo, distinctly, relies on its service excellence and speed of delivery to attract new clients and retain existing ones. Although it focuses on small packages, it also accepts consignments of larger items.
Over the last 12 years, the company has built a strong courier service capability, a network of more than 95 branches, depots and drop-off points, and a reputation for excellent delivery times. While service offerings are important, they are incomplete without a solid support function. Fargo maintains a contact centre with dedicated customer service teams and client relations managers constantly monitoring all key clients and addressing ad hoc requests. This dedication to customer satisfaction has won it word of mouth appreciation and eventually, business with Safaricom, a leading communications company in Kenya and provider of the M-Pesa mobile money platform.
“Fargo has fostered close relations with its clients by staying true to its core values of focus, accountability, reliability, growth and organisation,” noted Messaris. “An integral part of Fargo’s strategy is to provide a solid service partner offering to make its clients more competitive.”
Fargo has grown through a combination of strong service differentiation and by leveraging Wells Fargo’s existing client base during its initial stages of growth. It is currently working on improving its existing service by leveraging technology. This mix of organic and inorganic growth makes it stand out in a market where inorganic growth is the norm due to the lack of developed networks.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in growth and customer value. It recognises the superiority of the product/service as well as the overall customer, purchase, ownership and service experience offered, which has resulted in the recipient company seeing above-market growth and increased share of wallet. The award lauds the growth, diversification and sustainability strategies of the company.
Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
About Fargo Courier
Fargo Courier (fargocourier.co.ke) is a leading, independent courier company that continues to expand its footprint, often being the first distribution and delivery company to enter new locations in Kenya and across borders. From implementing quality control to launching a new state of the art hub, Fargo is driving growth in the transport and logistics’ industry. “Our customers’ expect us to deliver and with that expectation comes the constant need to regularly innovate and improve services”, says Gray Cullen, Group Operations Manager, Fargo Group. Fargo has a strong management team that is committed to a continuously growing loyal and diverse customer base. Our services include Same Day Courier, Overnight Courier, International Courier, and Logistics Services.
About Frost & Sullivan
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