Challenges
SLA Breach
Purplle's operations team experienced late shipments during the delivery process. One of the main reasons for this issue is the high volume of orders that Purplle receives daily. Teams often had to react to last-minute issues because there was no central oversight to anticipate potential SLA breaches caused by unpacked orders.
Manual Planning
Purplle didn’t has a central system which can help them plan daily logistics required for fulfilling the orders. The team had to do manual planning of daily logistical activities.
No Visibility on Order Status
There was limited visibility on orders that were not packed and ready for scheduled pickups. With a large number of orders coming in, it was difficult for the warehouse managers to ensure that all shipments were packed and ready to go on time.
Problem With Existing Solutions
Manual Monitoring of Pending Orders
The teams has to manually monitor the pending orders every hours to ensure all the orders are taken care of. This was a manually intensive task and prone to errors, leading to teams firefighting at the very end moments and creating the whole process inefficient.
What Locale Offered
Locale enabled the delivery managers to track the status of unpacked orders and improved warehouse operations by providing real-time visibility on the status of all inbound orders, including those that were not packed and ready for pickup. Moreover, the central oversight provided by Locale enabled teams to predict and prevent potential SLA breaches, improving the overall efficiency and effectiveness of the delivery network.
Monitoring of Unpacked Orders
Operational teams set up alert that notified warehouse managers about the status of unpacked shipments. These alerts enabled managers to make informed decisions and take appropriate actions to prevent potential delays and disruptions by providing timely and relevant information before delivery executives reached their premises for scheduled pickups.
Automated Escalation Management
Managers in their warehouses were mapped to their respective teams on Locale to prevent unpacked shipments from potentially affecting customer orders. Predefined escalation rules were implemented to simplify and streamline escalation management for Purplle leadership.
Proactive communication with Customers and Delivery Partners
Due to real-time alerts regarding order packing status, the company was able to communicate with customers and delivery partners about imminent delays in advance or plan alternative delivery plans. This helps Purplle improve their Customer NPS significantly.
Warehouse Performance Analytics
Through timely alerts, the leadership at Purplle now had a real sense of how their warehouse teams were performing with daily, weekly, and monthly reports conveniently accessible. This allows internal teams find out inefficient areas and improve in areas they previously had difficulty focusing.
Impact
- 100% Digitization of Delay Monitoring Process through end-to-end automation of delay monitoring process.
- Real-time visibility on unpacked shipments and potential delays helped Purplle reduce SLA breaches by 35% right from the 1st month of onboarding.
- Proactive communication with customers and delivery partners in case of delays increases customer NPS by 15%.
Docking Thought
The proactiveness brought about by Locale in Purplle's warehouse operations significantly enhanced efficiency and customer satisfaction. By addressing critical challenges such as manual monitoring of pending orders and lack of visibility on order status, Locale helped Purplle revolutionize their approach to order fulfilment. Through real-time tracking, automated escalation management, and proactive communication, Purplle not only reduced SLA breaches by an impressive 35% but also witnessed a substantial increase in customer NPS. As Purplle continues to leverage Locale's capabilities, it allows them to focus on more critical aspects of their business and warehouse management will be on auto-pilot mode with Locale.
