How Fleetroot Helped a Leading Gift Marketplace Increase Their SLA Adherence, and Improve Service Times and Customer Experience
Joi Gifts is a prominent gift marketplace known for its exquisite collection of gifts and personalised experiences. Operating across multiple regions in the Middle east, the company aims to make special occasions memorable by delivering happiness to doorsteps. As a leader in the gifting industry, Joi Gifts serves a diverse clientele, ranging from individual customers to large corporations. However, as the company continued to grow, it faced complex challenges in multi-vendor pick-up and delivery management, route optimization, and providing better visibility into order movements.
To address these challenges and enhance its service delivery, Joi Gifts partnered with Fleetroot, an innovative provider of intelligent order pooling engine platforms.
Joi Gifts’ unique business model, dealing with multiple vendors and a wide array of products, presented specific operational challenges:
- Multi-Vendor Pick-Up and Delivery Management: Handling simultaneous pick-ups and deliveries from various vendors resulted in complexities that were challenging to manage efficiently.
- Route Optimization: Determining the most efficient routes for deliveries became a daunting task, affecting the adherence to Service Level Agreements (SLA) and impacting delivery times.
- Improving Order Movement Visibility to Customers: A lack of real-time tracking information led to a gap in communication with customers, causing dissatisfaction and impacting the overall customer experience.
As SARE3 experienced rapid growth, The solutions SARE3 used earlier were failing to meet the volumes and requirements from their customer base and were struggling to manage its expanding fleet of drivers and delivery vehicles effectively. Some of the key challenges faced by the company included:
- Omni channel order management: SARE3’s Vast customer profile being the Quick service restaurants, standard order processes were failing, resulting in order placement and delivery delays
- Lack of Real-Time Visibility: The company lacked real-time visibility into its fleet’s movements and delivery progress, making it challenging to address any delays or emergencies promptly.
- Driver Accountability: SARE3 faced difficulties in monitoring driver behavior and adherence to delivery schedules, leading to occasional customer complaints about missed or delayed deliveries.
- Limited Data Analysis: The company lacked comprehensive data analysis capabilities to identify performance trends, areas for improvement, and potential bottlenecks in its delivery process.
The Solution: Fleetroot Intelligent Order Pooling Engine Platform
Joi Gifts turned to Fleetroot for a comprehensive solution to these problems. Fleetroot’s Intelligent Order Pooling Engine Platform offered targeted solutions:
- SLA Improvement: Fleetroot’s platform enabled Joi Gifts to create efficient scheduling and routing, improving adherence to SLAs and enhancing overall service times.
- Pick-Up Visibility to Vendors: The platform provided real-time visibility into pick-up status, allowing vendors to plan and align their processes, creating seamless coordination and execution.
- Enhanced Customer Experience: By integrating Fleetroot’s technology, Joi Gifts could provide customers with live tracking and accurate delivery times, boosting satisfaction and trust.
To tackle these challenges and optimize its last-mile delivery operations, SARE3 implemented Fleetroot’s Delivery Management System. Fleetroot offered an end-to-end solution that addressed the company’s pain points and introduced efficiency-boosting features.
- Order Aggregation: Fleetroot’s Omni-Channel Order Management engine centralized SARE3 order processing and automated order routing which streamlined the quick service restaurants’ order processes and reduced delivery delays.
- Real-Time Live Tracking: SARE3 gained complete visibility into its fleet’s movements. Dispatchers could track drivers’ locations, receive updates on their progress, and proactively address any potential delays or route deviations. This increased responsiveness enabled the company to provide customers with accurate delivery estimates and reduce missed deliveries.
- Driver Performance: Fleetroot’s system included advanced driver performance evaluation features, which allowed SARE3 to assess and analyze the efficiency and effectiveness of its drivers. By tracking key performance metrics such as on-time deliveries, route adherence, and overall productivity, SARE3 gained valuable insights into each driver’s performance.
- Analytics and Performance Insights: Fleetroot’s comprehensive analytics dashboard provided SARE3 with valuable insights into its delivery performance. The system generated detailed reports on delivery times, driver efficiency, order details, and customer feedback. Armed with this data, SARE3 could identify trends, identify areas for improvement, and implement data-driven strategies to enhance its delivery operations continually.
Results and Benefits
The partnership with Fleetroot resulted in remarkable improvements:
Increased SLA Adherence
Enhanced routing and scheduling accuracy led to consistent adherence to SLAs, resulting in timely deliveries and fulfilled promises. A 99% SLA adherence was seen.
Improved Service Times
Fleetroot's intelligent routing algorithms reduced delivery times, contributing to operational efficiency. Service time was reduced to as low as 10% of the earlier time.
Enhanced Customer Experience
Transparency in order tracking and improved communication channels led to higher customer satisfaction, fostering loyalty and repeat business. Customer retention went as high as 65%.
Fleetroot’s Intelligent Order Pooling Engine Platform proved instrumental in transforming Joi Gifts’ operational landscape. By addressing the unique challenges of multi-vendor management, route optimization, and customer visibility, Fleetroot enabled Joi Gifts to reach new heights in service excellence and customer satisfaction. The partnership underscores the importance of technology-driven solutions in today’s fast-paced e-commerce environment, highlighting Fleetroot’s role as a catalyst in shaping the future of efficient and responsive service delivery.