How Mumbai-based logistics company, Galaxy Freight, improved revenue and productivity by 30% by capturing every inquiry with Bigin

The company

Every day, thousands of shipments move quietly behind the scenes to keep business running, and Galaxy Freight plays a key role in making that movement possible. Headquartered in Mumbai with more than three decades of experience in freight forwarding and logistics, the company has grown from a regional operation into a global logistics partner supporting thousands of customers across industries. Founded by M. Afzal Malbarwala, Galaxy Freight built its reputation on managing complex logistics needs, from air and sea freight to customs clearance, warehousing, and supply-chain coordination.

Today, the company supports over 3,000 customers worldwide through a network of offices across India that enable teams to manage shipments and customer inquiries across multiple regions. With over 200 professionals operating across multiple locations, maintaining visibility into inquiries, deals, and follow-ups became increasingly important as the company grew.

The challenge

What happens when inquiries start coming from everywhere at once—conferences, LinkedIn, websites, referrals, and business networks? Galaxy Freight saw opportunity everywhere, but the visibility the company needed to manage it effectively was missing.

Sales reps maintained their own records on spreadsheets, updates popped up via email, and management often relied on periodic meetings to understand the pipeline. Without a centralized system, it became difficult to track ownership, follow-ups, and conversion progress across branches, especially as inquiry volumes increased.

The solution

As inquiry volumes increased across exhibitions, referrals, and digital channels, Galaxy Freight needed a system that could capture every lead, validate it quickly, and move it through a structured process. Mahak Barjatiya, Business Analyst at Galaxy Freight, led the process of evaluating CRM platforms—like Salesforce, Eve24hrs, Travelize, and SAP—and ultimately chose Bigin for its simplicity and the features it offered.

One of the first improvements came through the Email-In feature, which automatically converted incoming website and inquiry emails into CRM records. Since the logistics industry often receives countless incomplete or invalid shipment inquiries, the team used this feature to ensure every incoming inquiry was logged, reviewed, and filtered before being assigned to the sales team. This helped them focus only on qualified opportunities while maintaining a record of all incoming requests.

To maintain process consistency, Galaxy Freight configured stage transition rules within its pipelines. For example, before a deal can move to the next stage, the required shipment details and identity verification documents have to be collected and attached to the record.

Exhibition participation is a key part of Galaxy Freight's sales strategy, with teams regularly attending industry events across locations. To avoid manually collecting and entering visitor information after each event, the company redesigned its lead capture workflow using QR-code-enabled forms. Booth visitors can now simply scan the QR code and submit their details, which enables the team to capture inquiries to instantly in Bigin and assign them for follow-up in real time.

At the same time, Galaxy Freight has configured roles and permissions to support its multi-branch operations. Since teams operate from different offices, access controls were set so that each branch could view only the deals and customer data relevant to its region, while leadership retained complete organizational visibility.

Benefits and ROI

• Achieved approximately a 30% improvement in productivity and revenue growth through centralized lead tracking and faster deal execution.
   
• Saved time during exhibitions by capturing visitor details instantly using QR-code forms and business card scanning, eliminating manual data entry after events.
   
• Reduced follow-up delays as leads were automatically assigned to the right sales representatives immediately after capture.
   
• Enabled on-the-go updates through the mobile app, which allows sales teams to record meeting notes and deal updates directly from the field.
   
• Gained better visibility into lead sources, ownership, and conversion trends using dashboards.

Looking forward

In the future, the team plans to further strengthen its communication workflows by exploring WhatsApp and telephony integrations in Bigin. By connecting customer conversations and call records directly to deal and contact records, Galaxy Freight aims to centralize all customer interactions in one place.