LBC Express, Inc. – APEA – Asia Pacific Entrepreneurship Awards

CORPORATE EXCELLENCE

LBC Express, Inc.

A Mover From The Start
LBC has always been a company with a pulse on the needs of its customers. Established in 1950 as the country’s first Filipino courier company, it quickly grew by responding to the people’s need to move documents and cargo across our vast archipelago. It pioneered products and services that remain relevant to the market today including the first 24 hour door-to-door delivery service and the Balikbayan Box for our OFWs working overseas.

With over 60 years of service behind it, LBC is now the country’s market leader in payments and money transfer, documents and mail, parcels and boxes, and cargo and logistics. (Now) Currently, the company has in excess of 1,300 branches all over the country with a growing network of 6,400 locations, partners and agents present in more than 30 countries around the world. From its humble beginnings, the company has grown to be one of the Philippine’s most trusted brands moving lives, businesses and communities, delivering smiles worldwide.

Great Moves in 2017
2017 was a good year for LBC. The company expanded operations at many levels, expanding capabilities to meet both retail and corporate demands. This resulted in healthy financial performance for the company posting double digit growth. Revenues were up 15% - from Php 8.7 Billion in 2016 to Php 10 Billion in 2017. Gross profit also increased to Php 3.4 Billion from Php 3.1 Billion the previous year. LBC Express Inc. registered growth in net income after tax with a total of Php 985 Million - up 7% from the previous year’s Php 920 Million. Locally, the company opened 72 new branches across the country bringing its total count to 1,321 further fortifying its dominance in reach and footprint. As a result, revenue from Philippine retail business increased 12% contributing a total of Php 645 Million to the company’s total revenues.

2017 also marked the 7th year that LBC has been ISO certified. To date, LBC has the most number of ISO 9001: 2015 certified sites among all logistics companies. This demonstrates LBC’s commitment to put quality at the heart of its operations. This is validated by the fact that for the third straight year, LBC was recognized as the “preferred freight forwarding company” at The Filipino Times (TFT) awards of 2017.

We Like To Move It
“LBC was a business built on values that drive it forward today. These same values lend itself to a team who bring enthusiasm and energy to its success,” says Miguel Camahort, the company’s President and CEO.

The LBC team is key to its growth and the company invests in their development. Programs for supervisors and associates have been put in place. One such example is The Learning and Management System, a service excellence program. Further, online engagement programs entice employees to participate in ways other than the company’s regular physical activities. Assessment of leadership and values are regularly being undertaken. All these are critical programs designed to support the company’s employees in terms of future career advancements and frontline leadership roles.

In 2017, LBC recorded rising employee engagement across different platforms. Leadership excellence and values validation recorded their highest scores in 3 years, indicative of the improving leadership potential of LBC employees and highlighting the relevance of company values to big picture success.

Beyond regular responsibilities, employee volunteerism also increased in 2017 with 1,153 CSR volunteers logging in more than 4,000 manhours. In the same year, the company conducted 65 employee volunteer activities nationwide. Through the LBC Foundation, LBC’s philanthropic arm, 37 classrooms were refurbished, 3 brand new classrooms were built and one school was adopted in underserved communities.

LBC also has an emergency response team composed of trained employee volunteers. In 2017, they provided emergency medical aid to more than 1,000 people.

Moving Towards Digital Transformation
“Through the years, LBC has remained a strong and steady contender in the industry – consistently introducing innovations that have become ingrained in Filipino culture. With digitalization set to revolutionize the entire industry, we see another opportunity for LBC to define itself across all its business segments,” said Camahort. “Achieving our vision is anchored on our ability to digitally transform the way we do things, the Way We Move,” he adds.

At the heart of consideration in this transformation is the customer. They are driving LBC’s approach to its business, taking into consideration evolving consumer behavior and preferences. They promise to automate all key processes, upgrading core logistics applications by 2019. This in turn impacts on how the business moves with its partners. The goal for the company is to: be more accessible to the retail market and MSMEs; make LBC an end-to-end logistics service provider for the e-commerce market; partner with other logistics services through crowd-sourcing, offering a wider, more cost-effective solution to demand; expand reverse logistics; and expand money transactions via digital currency solutions.

As one of its first steps to achieve its goals, LBC has launched LBC Connect, a smartphone app that is set to reshape customers’ experience through technology. The company has also expanded its digital Customer Care Management. This is in response to the customers’ need for service that is humane, personal, prompt and always available through multiple touchpoints and platforms. This includes queries and bookings to social media, a channel that is seeing exponential growth.

Additionally, the company is making big moves in its effort to understand its customers better. Customer satisfaction is being closely looked at to address rising customer demands and expectations.

“Making a real difference in the lives of our customers is anchored on understanding them,” says Javier Mantecon, LBC’s Chief Marketing Officer. LBC promises to translate this customer understanding to create relevant and personal touchpoints that will engage customers in relevant and meaningful ways.

On The Move
The delivery and logistics market is changing and LBC is once again On The Move to respond to the changing needs of the market. It has made significant investments across its business towards realizing its goal. It has set clear targets to work towards.

Camahort expressed confidence in the organization’s goals: “We believe in our ability to set LBC apart as a fully digital organization, so we can adapt to changing needs, while anchored on the values that built us.”

“The idea is to use technology so that we continue to move lives in more meaningful ways,” he adds.

CORPORATE EXCELLENCE

LBC Express, Inc.

A Mover From The Start
LBC has always been a company with a pulse on the needs of its customers. Established in 1950 as the country’s first Filipino courier company, it quickly grew by responding to the people’s need to move documents and cargo across our vast archipelago. It pioneered products and services that remain relevant to the market today including the first 24 hour door-to-door delivery service and the Balikbayan Box for our OFWs working overseas.

With over 60 years of service behind it, LBC is now the country’s market leader in payments and money transfer, documents and mail, parcels and boxes, and cargo and logistics. (Now) Currently, the company has in excess of 1,300 branches all over the country with a growing network of 6,400 locations, partners and agents present in more than 30 countries around the world. From its humble beginnings, the company has grown to be one of the Philippine’s most trusted brands moving lives, businesses and communities, delivering smiles worldwide.

Great Moves in 2017
2017 was a good year for LBC. The company expanded operations at many levels, expanding capabilities to meet both retail and corporate demands. This resulted in healthy financial performance for the company posting double digit growth. Revenues were up 15% - from Php 8.7 Billion in 2016 to Php 10 Billion in 2017. Gross profit also increased to Php 3.4 Billion from Php 3.1 Billion the previous year. LBC Express Inc. registered growth in net income after tax with a total of Php 985 Million - up 7% from the previous year’s Php 920 Million. Locally, the company opened 72 new branches across the country bringing its total count to 1,321 further fortifying its dominance in reach and footprint. As a result, revenue from Philippine retail business increased 12% contributing a total of Php 645 Million to the company’s total revenues.

2017 also marked the 7th year that LBC has been ISO certified. To date, LBC has the most number of ISO 9001: 2015 certified sites among all logistics companies. This demonstrates LBC’s commitment to put quality at the heart of its operations. This is validated by the fact that for the third straight year, LBC was recognized as the “preferred freight forwarding company” at The Filipino Times (TFT) awards of 2017.

We Like To Move It
“LBC was a business built on values that drive it forward today. These same values lend itself to a team who bring enthusiasm and energy to its success,” says Miguel Camahort, the company’s President and CEO.

The LBC team is key to its growth and the company invests in their development. Programs for supervisors and associates have been put in place. One such example is The Learning and Management System, a service excellence program. Further, online engagement programs entice employees to participate in ways other than the company’s regular physical activities. Assessment of leadership and values are regularly being undertaken. All these are critical programs designed to support the company’s employees in terms of future career advancements and frontline leadership roles.

In 2017, LBC recorded rising employee engagement across different platforms. Leadership excellence and values validation recorded their highest scores in 3 years, indicative of the improving leadership potential of LBC employees and highlighting the relevance of company values to big picture success.

Beyond regular responsibilities, employee volunteerism also increased in 2017 with 1,153 CSR volunteers logging in more than 4,000 manhours. In the same year, the company conducted 65 employee volunteer activities nationwide. Through the LBC Foundation, LBC’s philanthropic arm, 37 classrooms were refurbished, 3 brand new classrooms were built and one school was adopted in underserved communities.

LBC also has an emergency response team composed of trained employee volunteers. In 2017, they provided emergency medical aid to more than 1,000 people.

Moving Towards Digital Transformation
“Through the years, LBC has remained a strong and steady contender in the industry – consistently introducing innovations that have become ingrained in Filipino culture. With digitalization set to revolutionize the entire industry, we see another opportunity for LBC to define itself across all its business segments,” said Camahort. “Achieving our vision is anchored on our ability to digitally transform the way we do things, the Way We Move,” he adds.

At the heart of consideration in this transformation is the customer. They are driving LBC’s approach to its business, taking into consideration evolving consumer behavior and preferences. They promise to automate all key processes, upgrading core logistics applications by 2019. This in turn impacts on how the business moves with its partners. The goal for the company is to: be more accessible to the retail market and MSMEs; make LBC an end-to-end logistics service provider for the e-commerce market; partner with other logistics services through crowd-sourcing, offering a wider, more cost-effective solution to demand; expand reverse logistics; and expand money transactions via digital currency solutions.

As one of its first steps to achieve its goals, LBC has launched LBC Connect, a smartphone app that is set to reshape customers’ experience through technology. The company has also expanded its digital Customer Care Management. This is in response to the customers’ need for service that is humane, personal, prompt and always available through multiple touchpoints and platforms. This includes queries and bookings to social media, a channel that is seeing exponential growth.

Additionally, the company is making big moves in its effort to understand its customers better. Customer satisfaction is being closely looked at to address rising customer demands and expectations.

“Making a real difference in the lives of our customers is anchored on understanding them,” says Javier Mantecon, LBC’s Chief Marketing Officer. LBC promises to translate this customer understanding to create relevant and personal touchpoints that will engage customers in relevant and meaningful ways.

On The Move
The delivery and logistics market is changing and LBC is once again On The Move to respond to the changing needs of the market. It has made significant investments across its business towards realizing its goal. It has set clear targets to work towards.

Camahort expressed confidence in the organization’s goals: “We believe in our ability to set LBC apart as a fully digital organization, so we can adapt to changing needs, while anchored on the values that built us.”

“The idea is to use technology so that we continue to move lives in more meaningful ways,” he adds.