How

BB Matrix’s Enhanced 
Last-Mile Delivery for One of the Largest Retail Organizations in APAC.

Company Overview

One of the largest online retail stores in the APAC region, which has a hybrid business of physical and online stores, faced several challenges related to disconnected systems, lack of visibility on orders, and difficulties in forecasting and capacity management in their last-mile delivery operations.

TATA BB Matrix provides an integrated Supply Chain Management Platform to businesses around the globe.  It offers a robust Transport Management System (TMS) that enables organizations to optimize their last-mile delivery operations efficiently.

350+
Stores
100+
Cities
500+
Brands

Challenges

Big Basket faced several challenges in its supply chain operations:

Disconnected journey between disparate systems
The organization was operating with separate Order Management System (OMS), Warehouse Management System (WMS), and last-mile delivery operations. This led to communication gaps, data inconsistencies, and difficulties in synchronizing operations.
No visibility on orders in their journey
They  lacked real-time visibility into the status and location of orders during their journey from the warehouse to the end customer. This led to customer complaints, increased support requests, and an overall poor customer experience.
Forecasting & Capacity management difficulties
They struggled to accurately forecast demand and efficiently manage their delivery capacities. This resulted in overburdened resources during peak periods, leading to delayed deliveries and failure to meet service level agreements (SLAs).

TATA BB Matrix Solution

TATA BB Matrix offered a comprehensive Transport Management Platform to optimize their last-mile delivery operations.The key features that were enabled:

API-based integrations with a range of tools

The TMS facilitated seamless integration with various tools, including CRM, Salesforce, OMS, and mPOS. This integration ensured data consistency and eliminated the disconnect between different systems.

End-to-end system integrations and visibility

The TMS enabled end-to-end integration, connecting OMS, WMS, and last-mile operations into a unified platform. This provided the organization with complete visibility of orders throughout their journey, allowing them to track orders in real-time and proactively address any issues.

Optimization and capacity planning

With the TMS in place, the organization achieved higher throughput in their delivery operations. The system allowed for slotted delivery with predictable capacity, enabling better planning and meeting SLAs consistently.

Quality Control and validation at each delivery leg

The TMS facilitated quality checks and order validation at every step of the delivery process. This ensured that orders were accurate and error-free, reducing the likelihood of returns and customer complaints.

Improved resource management

The TMS provided better planning and management of delivery resources, including manpower and vehicles. This optimization resulted in cost savings and increased efficiency in delivery operations.

Optimized order routing

The TMS implemented slot-based routing, allowing customers to place orders based on designated time slots. By considering factors such as customer locations, attributes, and order count, they were able to improve the efficiency of its delivery fleet while minimizing costs.

IMPACT

Delivering Exceptional Customer Experiences.

50%
Lower Transportation Cost/Unit
60%
Lower Lead Time
100%
Shipment Visibility

The implementation of TATA BB Matrix's Transport Management System significantly improved their last-mile delivery operations.

Meeting SLAs and customer satisfaction

The integrated SCM platform streamlined the entire supply chain, resulting in faster order processing, accurate delivery tracking, and on-time deliveries. This significantly improved the overall customer experience and loyalty.

Cost savings and resource efficiency

The TMS's optimized resource management and route planning resulted in reduced operational costs, including fuel expenses and manpower utilization.

Real-time tracking and traceability

End-to-end visibility enabled real-time tracking of orders, leading to fewer customer inquiries and support calls. Customers could now track their orders accurately, enhancing their overall shopping experience.

Reduced returns and errors

Quality control and validation at each delivery leg significantly reduced errors and order inaccuracies, leading to a decline in returns and related operational costs.

Streamlined operations

The integrated platform streamlined operations, eliminating data inconsistencies and communication gaps. This enabled better coordination between teams and departments, leading to smoother operations.

Optimized order routing

The TMS implemented slot-based routing, allowing customers to place orders based on designated time slots. By considering factors such as customer locations, attributes, and order count, they were able to improve the efficiency of its delivery fleet while minimizing costs.

conclusion

TATA BB Matrix's Transport Management System revolutionized the last-mile delivery operations by providing end-to-end integration, visibility, and optimization. The solution resulted in higher efficiency, improved customer satisfaction, and reduced operational costs, making it one of the leading retail organization in the APAC region.