Technology and Internet
Reducing the pre delivery returns of a major B2C e-commerce players in India
18 Mar 2021
Context
- Client: B2C
e-commerce firm
- Opportunity:
Client wanted to reduce the pre-delivery returns of the company:
- Understand the root causes
of problem and suggest suitable action points for the same
- Identify the main drivers
of RTOs and the size of loss arising due to each reason
Our approach
- Conducted a
customer survey (N = 1000), IDIs (N = 160) and comprehensive data analysis with
different customers, sellers, delivery boys, warehouse managers, competitors
and internal stakeholders to:
- Classify the supply chain into first mile, mid mile and last mile
delivery and identify the root causes present in each phase
- Analyze the root causes of
RTOs and the estimated contribution of the root cause to the total RTOs of the
company
- Estimate the potential loss
to the company arising due to each root cause
- Conducted data
analysis, competitor and industry expert calls to understand:
- Variation of RTO across
different categories, regions, city types and 3PL partners
- Best practices to reduce
RTOs implemented around the industry
- Action points that can be
implemented to reduce the RTO% of the company
- Total incremental impact
from each action point on the total RTO% and the total NM
Praxis value delivered
- Successfully provided the client with a
deep insight into the main drivers of RTO, a comprehensive understanding of the
size of each root cause and the subsequent action points for the company
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