Leading B2C e-commerce firm cut pre-delivery returns 18% by analyzing 1K customer surveys
18 Mar 2021
1 min read
Classify the supply chain into first mile, mid mile and last mile delivery and identify the root causes present in each phase
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