Retail & Consumer Goods

How Fact.MR Eased Operations for a Parcel Delivery Company

Challenges

A leading parcel delivery company was looking to reduce the loss of revenue owing to high requests for send-agains from Tier I urban centers, eventually leading to order cancellations. The client roped in Fact.MR to analyze the challenges and offer prudent solutions to mitigate the impact.

Solution

Fact.MR set about understanding the parcel delivery company’s supply chain management and parcel delivery process – right from warehouse pickup to final delivery. To understand the standard operating procedure (SOP) adopted by the client and devise effective solutions, Fact.MR interviewed the drivers and parcel delivery personnel. The entire parcel delivery landscape was analyzed in detail, and special emphasis was placed on understanding the key factors that led to send-agains/order cancellation. Insightful data was collected from online and offline sources including call centers, social media platforms, calling patterns of parcel delivery personnel, online website analytics, and consumer feedback surveys.

Results

 After incorporating Fact.MR’s recommendations, the client witnessed a significant 37% decline in send-agains and 18% decline in order cancellations in the first month. The number of send-agains and order cancellations further dropped in the subsequent months, with an increase in positive reviews through call centers and direct feedback given to delivery personnel.