India’s largest flower and gift retailer operates over 320 outlets across 120 cities, managing a complex e-commerce fulfillment network that includes a central warehouse, multiple hubs, and various outlets. This network handles personalized, temperature-sensitive products and faces frequent order peaks, leading to several operational challenges.
Challenges Faced
The client struggled with inefficient paper-based fulfillment processes, causing frequent errors and Service Level Agreement (SLA) breaches. A cumbersome personalization workflow further reduced efficiency, while inventory inaccuracies resulted in unfulfilled orders, revenue losses, and declining customer trust. The fragmented nature of their fulfillment facilities increased coordination difficulties and errors, and poor article master data led to incorrect orders, excessive inventory, and manual overheads. Additionally, a low Net Promoter Score (NPS), driven by poor packaging, delayed orders, and shipping errors, negatively impacted customer satisfaction.
Discover the Solution
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