The ProEcomlogistics Story
Mukesh Rawat has over 4 years’ experience in last mile services. Having worked with renowned logistics companies, he understood the nuances and the importance of ensuring timely, intact deliveries to every doorstep.
He also realised that there was immense untapped potential in the last mile delivery space, and more than enough room to zoom ahead with differentiated services, especially for orders where pick-up happens in the morning and delivery is done by EOD.
In March 2023, he finally took the plunge and started his own business, which has already scaled up rapidly across Delhi NCR and Jaipur within 6 months. There was prolific demand in the market, and ProEcom Logistics found its niche in the hyperlocal deliveries to service some of that demand. But Mukesh could see that his operations were starting to feel the strain of the huge increase in order volume. He knew that without technology, he would not be able to keep pace with customer expectations.
So what was blocking ProEcomlogistics from maximising its
#1 Chaotic Order Segregation due to No Shipping Label
On a daily basis, orders were picked from the seller and brought to the hub to be manually segregated according to area/pin code. The segregated piles were then assigned to a rider for him to deliver them. When the number of orders started increasing, errors increased as more orders ended up in the wrong piles. This increased delivery time as those orders had to be brought back to the hub and reassigned to the right pile. Sometimes, orders would go missing which led to poor customer experience.
#2 Rampant Delivery Deceptions
In the eCommerce space, typically the delivery partners, like ProEcom Logistics, employ their own riders as well as gig riders. Mukesh’s team was regularly facing issues of a high number of fake remarks for unfulfilled deliveries. Riders would say that customers refused delivery or that there was a failed delivery attempt. But there was no way to validate these claims. Making calls to all the end customers to verify the same was financially unviable and also diluted the customer experience.
#3 Fake Customer Engagement
If riders were not able to find the customer’s address, they would call the customer and then cut the call, repeating this process a few times. Very often they got away with reporting delivery failure on the first attempt. Mukesh’s team started getting complaints that customers were getting a terrible delivery experience; they had no visibility when the order would be delivered, which rider would be delivering or what was his live location.
How was Pidge able to bring about extraordinary efficiency for
The Pidge team introduced Mukesh to the Pidge platform that offered complete transparency on the status of orders on every step of the delivery process.
#1 Bar-coded Shipments for Easy Segregation
With Pidge, Mukesh is now able to barcode all shipments. This has made it very easy for this team to trace the details of any order . The shipping label carries details like the AWB Number, the hub from where it is collected from, the bag it is assigned to, and the rider it will be allocated to etc. Each shipment is scanned multiple times, which has enabled ProEcom to track any shipment at a very granular level. This practically negates any chance of missing or misplaced shipments.
#2 Tech-based Customer Communication to minimise fake attempts
With the Pidge Rider app, the geo-fencing feature does not allow a delivery executive to mark a shipment as failed delivery unless he is at the customer’s location. Not only that, unless his call with the end-customer lasts for at least 30 seconds, he will not be able to mark it as a failed attempt. Since Pidge triggers a tracking link for the customer, along with real-time location and ETA, these tech-powered notifications have become a game-changer for Mukesh’s team to transform their customers’ delivery experience.
#3 Tangible Increase in Rider Productivity
Now that Mukesh Rawat and every rider is able to see his own productivity metrics, like number of orders delivered per day, average time on the road, average distance travelled etc, the team has been able to streamline the last mile operations to such an extent that rider productivity has doubled in the last 6 months.