Introduction
About Delhivery
Delhivery is the largest and fastest growing fully-integrated player in the Indian logistics industry. They aim to build the commerce operating system through world-class infrastructure, high-quality logistics operations, and cutting-edge engineering and technology capabilities.
Their mission is to enable customers to operate flexible, reliable, and resilient supply chains at the lowest costs. Delhivery has provided supply chain solutions to over 29200 active customers such as e-commerce marketplaces, D2C e-tailers, and enterprises and SMEs across several verticals such as FMCG, consumer durables, consumer electronics, lifestyle, retail, automotive, and manufacturing.
The pandemic taught us a lot. Looking back, it seems like the most enriching phase of our lives in the logistics industry, which was changing at that time.
Ishita Shah
Program Manager, Delhivery
Challenges
The C2C business is very nuanced. Even a single failure to pick up or deliver a parcel can account for a hundred percent failure.
- Operational Challenges
Delhivery is responsible for both ends of the C2C business process. In some cases, the customers often cause multiple operational delays. Filtering out such situations internally proved to be a significant challenge.
- Team Expansion & Training
To solve such operational challenges, there arose a need to expand the customer service team. Maintenance and training of the newly expanded team would become time-consuming and expensive.
Solution
The outsourced model of SquadStack proved beneficial for them and the results were close to perfection as per their expectations from the process.
- Custom Workflow Setup
They didn't have in-house technical solutions, so our cadence setup and automated flow made their process simpler and easier to handle and tweak based on their changing requirements.
- Accountability
The service and quality of responses they received through SquadStack's model was impressive, and there was somebody that they could hold accountable if there were a need for improvements or changes.
I was impressed by the service and quality of responses I was getting. My favorite part about SquadStack is that tweaks are very easily doable, and I am able to hold someone accountable.
Ishita Shah
Program Manager, Delhivery
SquadStack has helped Delhivery across multiple use cases to get new customers, manage their lead funnel, activate newly onboarded customers, and conduct surveys that have helped them derive conclusions to make data-backed product decisions.
It is a very cost-effective model and has been extremely helpful for us. It is ever-evolving, user friendly, and lucrative unless there are people who don’t want to try new things.
If you try the process for a singular project or workflow, you will get addicted to it. You will see the success of one campaign, and you'll sit down and think, what are the processes that exist in my business that I can outsource? There's workflow management gain and monetary gain in this process.
Ishita Shah
Program Manager, Delhivery
