Company Overview
One of the largest online retail stores in the APAC region, which has a hybrid business of physical and online stores, faced several challenges related to disconnected systems, lack of visibility on orders, and difficulties in forecasting and capacity management in their last-mile delivery operations.
TATA BB Matrix provides an integrated Supply Chain Management Platform to businesses around the globe. It offers a robust Transport Management System (TMS) that enables organizations to optimize their last-mile delivery operations efficiently.
Challenges
Big Basket faced several challenges in its supply chain operations:
TATA BB Matrix Solution
TATA BB Matrix offered a comprehensive Transport Management Platform to optimize their last-mile delivery operations.The key features that were enabled:
API-based integrations with a range of tools
The TMS facilitated seamless integration with various tools, including CRM, Salesforce, OMS, and mPOS. This integration ensured data consistency and eliminated the disconnect between different systems.
End-to-end system integrations and visibility
The TMS enabled end-to-end integration, connecting OMS, WMS, and last-mile operations into a unified platform. This provided the organization with complete visibility of orders throughout their journey, allowing them to track orders in real-time and proactively address any issues.
Optimization and capacity planning
With the TMS in place, the organization achieved higher throughput in their delivery operations. The system allowed for slotted delivery with predictable capacity, enabling better planning and meeting SLAs consistently.
Quality Control and validation at each delivery leg
The TMS facilitated quality checks and order validation at every step of the delivery process. This ensured that orders were accurate and error-free, reducing the likelihood of returns and customer complaints.
Improved resource management
The TMS provided better planning and management of delivery resources, including manpower and vehicles. This optimization resulted in cost savings and increased efficiency in delivery operations.
Optimized order routing
The TMS implemented slot-based routing, allowing customers to place orders based on designated time slots. By considering factors such as customer locations, attributes, and order count, they were able to improve the efficiency of its delivery fleet while minimizing costs.
IMPACT
Delivering Exceptional Customer Experiences.
The implementation of TATA BB Matrix's Transport Management System significantly improved their last-mile delivery operations.
Meeting SLAs and customer satisfaction
The integrated SCM platform streamlined the entire supply chain, resulting in faster order processing, accurate delivery tracking, and on-time deliveries. This significantly improved the overall customer experience and loyalty.
Cost savings and resource efficiency
The TMS's optimized resource management and route planning resulted in reduced operational costs, including fuel expenses and manpower utilization.
Real-time tracking and traceability
End-to-end visibility enabled real-time tracking of orders, leading to fewer customer inquiries and support calls. Customers could now track their orders accurately, enhancing their overall shopping experience.
Reduced returns and errors
Quality control and validation at each delivery leg significantly reduced errors and order inaccuracies, leading to a decline in returns and related operational costs.
Streamlined operations
The integrated platform streamlined operations, eliminating data inconsistencies and communication gaps. This enabled better coordination between teams and departments, leading to smoother operations.
Optimized order routing
The TMS implemented slot-based routing, allowing customers to place orders based on designated time slots. By considering factors such as customer locations, attributes, and order count, they were able to improve the efficiency of its delivery fleet while minimizing costs.
conclusion
TATA BB Matrix's Transport Management System revolutionized the last-mile delivery operations by providing end-to-end integration, visibility, and optimization. The solution resulted in higher efficiency, improved customer satisfaction, and reduced operational costs, making it one of the leading retail organization in the APAC region.