Underlying its commitment to democratising e-commerce for sellers and enabling D2C brands to scale, Shiprocket, India's leading tech-enabled logistics and fulfillment platform, has now launched Shiprocket Engage. Shiprocket Engage is a dedicated post-purchase order processing platform built to allow sellers to scale their e-commerce business through automated workflows and AI-based order analysis for risk scoring. Shiprocket Engage provides a robust customer experience that minimises the RTO (Return To Origin) rate efficiently and increases profitability for online sellers.
One of the most prominent challenges that all e-commerce brands/sellers face in India is high RTO rates. All sellers, big and small, face considerable losses due to COD orders that are shipped but not delivered. Most sellers follow manual processes to review and filter orders to prevent excessive RTO losses. RTOs happen for various reasons, including incorrect addresses, impulse shopping by customers, manual errors, duplicate orders, courier network challenges, customer refusals to accept shipments at the time of delivery, and more. Brands have been facing multiple hurdles due to the lack of a robust system to flag orders with higher RTO risk. As an automation suite powered by an AI system trained on over 1 billion data points, Shiprocket Engage automatically flags orders with high RTO risk and provides a seamless post-purchase experience for end customers by reducing RTOs significantly and improving their profit margins.
Shiprocket Engage powers the entire post-purchase journey over WhatsApp, enabling sellers to confirm orders, verify and correct addresses, increase prepaid orders, send tracking notifications, and manage NDR flows to collect delivery re-attempt preferences from customers automatically. This leads to sellers' reduced inbound (tracking-related) and outbound calls (NDR - rescheduling deliveries). Engage automates most of the post-purchase workflows resulting in optimising the usage of human resources/manual processes.
Furthermore, Shiprocket Engage helps merchants process and ship their orders in an expedited manner, which also helps decrease the RTO rates. Without Engage, merchants need to spend an average of 24 hours to confirm orders, review, and correct addresses, etc. On the other hand, Engage does this in a non-intrusive manner, within a TAT of 3 hours to complete order confirmations, address review/corrections, and increase prepaid orders. Using a combination of WhatsApp, IVR, and manual calls, a merchant using Engage will get over 60%-70% of orders confirmed within 3 hours of receiving the order, enabling faster shipping & delivery, improving customer satisfaction, and minimising RTOs.
Speaking on the launch, Saahil Goel, Co-Founder, and CEO of Shiprocket said, "As a leader in the D2C logistics and fulfilment space, we understand the pain points of sellers. With the rapidly growing demand for e-commerce, sellers often struggle to reduce RTO's as they manually carry out their process, which hampers their efficiency and affects their ability to connect with customers. We wanted to address this issue by launching Shiprocket Engage, operating on cutting-edge technology, which will ensure a seamless and enhanced post-purchase experience by automating the manual processes, resulting in error-free, efficient operations and enhanced customer engagement."
Shiprocket Engage is priced at a simple Rs 4.99 for each order processed.
Ecom Express Limited, India’s sole pure-play B2C e-commerce logistics provider as of the Financial Year 2024, has introduced a new brand identity, underscoring its commitment to customer-centricity. This rebranding reflects a focus on addressing specific customer needs, prioritising customer-facing metrics, and integrating innovative technology across its nationwide express logistics network. The goal is to enhance speed, agility, and network reach, ensuring a customer-focused approach. The rebranding includes a dynamic logo and a refreshed visual identity, symbolising Ecom Express’s pursuit of excellence. The new logo features a forward-moving arrow within a square, representing the company’s dedication to delivery. The letter "E" in the logo stands for Expression, Innovation, and Progress, while the bold magenta colour signifies bravery, self-expression, and strength. This vibrant magenta reintroduction reflects Ecom Express's renewed commitment to customers, partners, and team members, as the company aims to simplify and democratise logistics for all. Ajay Chitkara, CEO and MD of Ecom Express, elaborated on the transformation, stating, “Our refreshed brand identity reaffirms our customer-first approach as we continue to integrate technology and innovation to provide reliable, high-speed services with the widest network reach. This transformation also underscores our commitment to our employees and delivery partners, who are essential to our business.” The new logo embodies Ecom Express’s dedication to its core values, focusing on customer welfare and fostering a diverse, inclusive environment. This rebranding signifies a promise to redefine logistics through advanced technology, making life easier for all types of customers.
The Federation of Freight Forwarders’ Associations in India (FFFAI) held its 6th EC Meeting for the term 2021-23 on May 27 and 28 in Bengaluru. The meeting was attended by the Office Bearers and 28 Member Association representative of FFFAI from across the country, there were many issues discussed and updates provided concerning customs, CBLR, EDI, Service Tax/GST, logistics, air cargo, sea cargo, skill development,importance of social media which FFFAI has expanded recently, technology developments, etc. The special focus of the 6th EC meeting was the updates on forthcoming 24th Biennial Convention of FFFAI to be held from August 12 to 14, 2022 in Chennai with the theme LOGISTICS RESHAPE, EMBRACE AND SURGE IN THE DIGITAL ERA. At this EC meeting, FFFAI also implemented Digital Learning platform for members and next generation for e-learning. It has been decided that FFFAI would initiate FIATA eFBL here in India to benefit the trade, which empowers customs brokers, freight forwarders and logistics service providers. In addition, updates on the recently held FIATA HQ Meet was also provided by the concerned members of FFFAI. FFFAI members present at this EC meeting stressed upon enhancing productivity on ICEGATE for trade facilitation and Ease of Doing Business. The FFFAI members also urged for creating a dedicated portal for LSP integration. As regard to skill development initiatives, IIFF’s (training arm of FFFAI) past and forthcoming training programmes (both online and classroom/physical) for the entire logistics industry were presented at the EC meeting. In addition, FFFAI’s various initiatives on capacity building through technology/IT also discussed withadequate importance. Recent activities of FFFAI Women’s Wing including organising interactive meetings with Government of India officials and industry experts were highlighted at this meeting which drew huge appreciation from the members. The members committed to expand the activities of the Women’s Wing in all the 28 member association locations to empower/encourage the women logistics practitioners. At this EC meeting FFFAI has signed an MoU with the National Institute of Industrial Engineering (NITIE) with an objective of skilling the aspiring candidates looking for opportunities in the logistics sector. Notably, a special session was organised at this 6th EC Meeting where N Sivasailam, former Special Secretary (Logistics), Ministry of Commerce, Government of India was present to address the FFFAI members and highlight the recent initiatives of the government in strengthening the logistics infrastructure, thereby leading in increase of international trade through multimodal connectivity and faster cargo clearance. He projected the ambitious growth potential of the logistics industry in India with a strong collaboration between government and industry people. Also speaking on the occasion was Bani Bhattacharya, IRS, who interacted with members of FFFAI on various initiatives of CBIC for the trade facilitation without human intervention. FFFAI Chairman Shankar Shinde thanked all the 28 associations for their support and appreciated the contribution of CBIC/DG systems trade facilitation measures. FFFAI Member Associations are: 1. Ahmedabad Custom Brokers' Association2. Aurangabad Customs House Agents Association3. Association of Custom House Agents Thiruvanthapuram4. Bangalore Custom House Agents Association5. Brihnamumbai Custom Brokers Association6. Calcutta Customs House Agents Association7. Chennai Customs House Agents Association8. Cochin Customs Brokers' Association9. Coimbatore Customs House and Steamer Agents Association10. Custom Brokers Association Hyderabad11. Delhi Customs Brokers Association12. Goa Custom Brokers Association13.Indore Customs House Agents Association14. The Kakinada Customs Brokers Association15. Kandla Custom Brokers Association16. Kanpur Customs Brokers Association17. Ludhiana Customs House Agents Association18. Mangalore Customs House Agents Association19. Mundra Customs Brokers Association20. Nagpur Customs House Agents Association21. Nashik Customs House Agents Association22. Nadia Custom Brokers Association23. Pipavav Custom Brokers Association24. Pune Customs House Agents Association25. Rajasthan Customs House Agents Association26.Tuticorin Custom Brokers Association27.Visakhapatnam Cusotms Brokers' Association28.West Bengal Custom House Agents Society FFFAI welcomes Women in Logistics/Youth in Logistics to participate on FFFAI forums and also invites membership application form logistics service providers in industry as this is a big national and international forum to network.
Building a visionary company requires one percent vision and 99 percent alignment. This analogy resonates deeply when we compare the process of building a company to conducting a symphony orchestra. Just as a conductor leads musicians to create a harmonious masterpiece, a successful business and its management fosters alignment among team members to achieve extraordinary success. In the business world, this vision translates into a clear understanding of where the company wants to go and what it aspires to achieve. The one percent of vision acts as the guiding force that sets the stage for greatness. However, a conductor alone cannot create a symphony. The true magic lies in the collective effort of the musicians, each playing their part to perfection. Similarly, in a visionary company, alignment becomes paramount. Every team member needs to be facing in the right direction, equipped with the right skills, and focused on delivering the right results at the right time. By fostering alignment, harnessing the diverse talents within the team, and continuously fine-tuning performance, savvy teams and visionary leaders carry the potential to transform their companies into harmonious and successful organisations that resonate with greatness. Embracing the power of alignment, inspiring teams with a clear vision, and actively cultivating an environment where every member can contribute their unique talents, RE Rogers India has over the years formed an indispensable pillar of business triumph. Most recently, the company orchestrated a symphony of success handling over 300 events in the fiscal year 2023. Four of these were mammoth events taking place in four different cities at around the same time frame. And these were not merely gatherings, they were milestones. The four gigantic events (CPHI and PMEC 2023 – 28 to 30 November at India Expo Centre, Noida; ENGIMACH 2023 – 6 to 10 December at Helipad Exhibition Centre, Gandhinagar, Gujarat; EXCON 2023 – 12 to 16 December at Bangalore International Exhibition Centre, Bengaluru; PLASTIVISION 2023 – 7 to 11 December at Bombay Exhibition Centre, Mumbai) entailed approximately 650 on-ground manpower, 4300 packages, 370 equipment display, and 3600 vehicles. The symphony of greatness bubbled up in RE Rogers India's operational procedures and functions, and the teams and management leadership soared to create a masterpiece of lasting success as always. "To our heroes who faced the challenges head-on in handling their jobs with total finesse, and to our valuable customers who trusted us blindly during our busiest period pan-India: A HUGE THANK YOU!," the RE Rogers India team was quoted expressing in a LinkedIn post. As the demand for large-scale events and exhibitions continues to rise, the need for comprehensive and reliable exhibition logistics services has never been more critical. In India, where the exhibition industry thrives, one name stands out among the rest — RE Rogers India — who have been delivering unparalleled logistical solutions tailored to the unique demands of the exhibition sector. RE Rogers India have years of first-hand, specialist experience in handling every aspect of exhibitions, ranging from freight forwarding, transportation, customs formalities, secure handling of materials, on-time delivery and site assistance and supervision. Remember that logistics is not just about getting your materials from point A to point B; it’s about ensuring a seamless and stress-free experience for everyone involved in your exhibition, from exhibitors to attendees. So, if you partner with RE Rogers India, you’re not just hiring a logistics company; you’re bringing a dedicated and reliable team on board to ensure your exhibition materials reach their destination in perfect condition and on time. Having served a variety of clients from both the domestic and international arena, the company has developed deep understanding of the unique challenges of delivering time-critical goods in the face of huge crowds, open day pressure, and complex logistical requirements. RE Rogers India fully understands the value of complete exhibition sets in terms of the clients’ reputation and market standing, ranging from trade show booths, exhibits, and other equipment, which include wooden panels, steel frames, prefabricated designs, bunk houses, E-houses, printed material, lights, electronic items and other display resources. The company therefore takes utmost care to pay close attention to critical things like packing, loading, storing, lifting, etc. so as to eliminate any chance of damage. Due diligence is also exercised in choosing optimum and fastest mode of transport to enable the materials to reach the venue well in time, so as to facilitate timely set-up by the clients team at the venue. Post-exhibition, pick-up and delivery back to the shipper is also handled. With RE Rogers India as your esteemed logistics partner, you can focus on wowing your audience and making the most of your exhibition experience. Under the astute leadership of Ravinder Sethi, RE Rogers India is not just reaching new heights; it is setting successive benchmarks. With the innate ability to see through the intricacies and a commitment to perfection down to the minutest detail, Sethi has steered the company towards a trajectory of unparalleled success. His visionary approach complemented by the team's meticulous attention to excellence have become the driving force behind RE Rogers' ascent in the events and exhibition logistics sector. The collective efforts of Sethi and his entire team continue to sculpt a legacy of precision and excellence in the world of logistics that remains exciting, challenging and rewarding.
A significant milestone has been achieved in the Indo-Bangla railway project with the inauguration of the inaugural freight train connecting Bangladesh's Gangasagar to Tripura's Nischintanpur. This momentous event marks a significant step forward in strengthening the rail connectivity between the two neighboring countries. The new railway connection is set to enhance trade and commerce between India and Bangladesh, providing a more efficient and cost-effective mode of transportation for goods. It will not only boost bilateral trade but also promote economic development in the region by opening up new opportunities for businesses and industries. The Indo-Bangla railway project is part of a broader effort to improve connectivity and foster closer ties between the two nations. It is expected to play a vital role in facilitating the movement of goods and passengers, ultimately contributing to the economic growth and prosperity of both countries.
The past decade has been a transformative period for the Indian logistics sector, characterised by a blend of challenges and growth opportunities. Key milestones such as the formal recognition of logistics as infrastructure, the implementation of GST, and disruptions from COVID-19 have reshaped the industry landscape. During this time, technology adoption surged, sustainability became a focal point, and the sector prioritised agility and resilience. As a result, new business models emerged, and the sector registered a growth rate of 8%-9%. Throughout this period of growth, logistics companies have created significant value for their customers by offering innovative solutions, improving efficiency, and providing exceptional service experiences. However, the process of capturing and capitalising on this value is complex, requiring long-term investment and strategic focus. Companies typically follow one of two paths: competitive pricing or superior customer value. Yet, only a few have successfully extracted profits and solidified their competitive position, while others have faced decline. On a broader scale, while the logistics sector has made substantial progress in innovation, infrastructure, and technology, its financial returns and profitability have often fallen short of expectations. The challenge lies in the varied performance of subsegments such as express delivery, e-commerce logistics, and contract logistics. Each of these subsegments faces distinct challenges, influenced by factors such as market demand, regulatory policies, technological integration, and investment levels, leading to diverse outcomes across the sector. India's transportation sector is predominantly road-based, with nearly two-thirds of the market share. Among road logistics, Full Truck Load (FTL) remains highly fragmented, with a minimal presence of organised players. While the market has nearly doubled over the last decade, along with technology adoption in fleet and transport management, startups like Blackbuck have made attempts to drive the sector toward organisation, but no significant breakthroughs have emerged. As a result, FTL has struggled to create substantial value for customers, and profitability within the segment has remained stagnant. The second major segment in road logistics is Part Truck Load (PTL) services, where organised players have made gradual improvements. Companies like VRL and V-Trans India have established a national presence, supported by relevant infrastructure and technology. These organised players have delivered tangible value to customers, improving profitability alongside revenue growth through a cost-conscious approach. Rail logistics, on the other hand, has created significant value in specific subsegments, such as container train operators, private rail operators, and car carriers. While Indian Railways remains the primary infrastructure provider, private players like Adani, DP World, Gateway Distriparks, and Pristine have experienced profitable growth over the past decade. E-commerce logistics has been the most hyped segment in the last ten years. While e-commerce logistics started gaining traction in 2010, it exploded in 2014 with technological advancements and the emergence of new-age companies. This segment has grown into a US$6 billion market, creating immense value by reducing transit times, improving customer service, and offering tech-driven solutions. However, as these differentiators become industry standards, the rate of value creation has slowed. Despite significant investments to achieve profitability, most e-commerce companies are still either EBITDA-negative or marginally positive. While they have made strides in reducing losses, profitability remains below industry benchmarks. The express logistics segment, largely controlled by organised players, has also experienced incremental improvements in service offerings and customer service. Despite challenges such as declining document volumes, slow air cargo growth, and cost pressures, express logistics has achieved double-digit growth. However, the segment has failed to create significant new value, as many differentiators have now become standard offerings. This inability to create and capture value raises concerns for the future of express logistics. In contrast, the contract logistics segment has benefited from complex global supply chains and the post-GST momentum, providing significant opportunities for value creation through optimisation. Organised players, with their advanced solutions, technology, and automation, have been able to capture substantial value in this segment. Overall, while the logistics industry has created value across most of its segments, the ability to capture this value has been suboptimal. Factors such as technological advancements, sustainability trends, and evolving customer expectations will continue to influence value creation. However, value capture will hinge on effective pricing strategies, market positioning, and operational scalability. In the future, a balance between continuous innovation and profitability will be essential for long-term success in the logistics industry. Author: Vikash Khatri, Founder, Aviral Consulting
NX Logistics India Private Limited, a subsidiary of NIPPON EXPRESS HOLDINGS, INC., has inaugurated a new warehouse in Hoskote, located in eastern Bengaluru. The facility, which spans 16,608m², is designed to cater to the growing demands of Zepto, one of India’s largest and most prominent quick-commerce companies. Established in 2021, Zepto has swiftly made its mark by offering 10-minute delivery services across a wide array of products, from groceries to toys. The new warehouse will play a pivotal role in supporting Zepto’s fast-paced operations, housing a variety of goods including food, fast-moving consumer goods (FMCG), and household items. The location offers strategic access to key transport networks, ensuring efficient distribution across Bengaluru. Equipped with advanced data analytics, the warehouse will optimise logistics workflows, helping Zepto further streamline its supply chain operations in the region. The partnership between NX Logistics and Zepto was formally celebrated during an opening ceremony on December 9, 2024. The event was attended by key figures including Vinay Dhanani, President of Zepto, Madhusudhan G., Chairman of real estate partner Sumadhura, and Teruaki Nagoya, NX Group India Representative. NX Logistics India aims to expand its services both locally and globally, further strengthening its logistics offerings and contributing to the broader evolution of India’s supply chain and logistics sector. Through this collaboration, NX is poised to enhance Zepto’s logistics efficiency while supporting the rapid growth of the quick-commerce industry in India.
Walmart-owned Flipkart announced on Wednesday its plans to scale up hiring and expand distribution channels ahead of the upcoming Big Billion Days festival to capitalise on festive demand. The e-commerce giant launched 11 new fulfillment centers (FCs) across nine cities, increasing its total FCs in India to 83. The company is focusing on optimising inventory management, implementing warehouse automation, and streamlining supply chain operations to enhance efficiency. Flipkart plans to create over 1 lakh new jobs across various supply chain verticals, including inventory managers, warehouse associates, logistics coordinators, kirana partners, and delivery drivers. To support this growth, comprehensive skilling and training programs will be introduced for the new hires. “This includes enabling growth opportunities for our kirana partners, who play a role in ensuring festive deliveries even in remote regions PAN India. Our employee force forms the backbone of our Supply Chain, and this year, we are proud to increase this strength even further,” said Hemant Badri, Senior Vice President and Head of Supply Chain, Customer Experience, and ReCommerce, Flipkart Group. Flipkart’s parent company, Walmart, previously expressed optimism about the Big Billion Days festival. The retail giant highlighted that Flipkart achieved double-digit topline growth during the April-June quarter, with significant improvement in its contribution margin. Flipkart's strategic expansion reflects its commitment to meeting the festive season's demands while reinforcing its position as a leading player in the Indian e-commerce landscape.
Shipway, an e-commerce shipping aggregator supported by IndiaMART, has introduced ConvertWay, a new customer data and marketing automation platform specifically designed for the e-commerce sector. ConvertWay aims to address the growing challenges of high ad costs and customer acquisition costs (CAC) by enhancing website conversion rates and customer retention. "In today's market, where rising ad costs and customer acquisition costs make achieving high website conversion rates increasingly challenging, ConvertWay is poised to transform how businesses convert website visitors into paying customers and retain them longer," the company stated. Gaurav Gupta, Co-founder of Shipway, emphasised the platform's mission: "At ConvertWay, we are collecting billions of data points every month and with that data we are empowering businesses to build stronger relationships with their customers. We aim to democratise customer engagement for eCommerce by enabling all size merchants with sophisticated customer engagement tools." ConvertWay addresses key marketing challenges by focusing on several critical parameters: It provides merchants with potential buyers lists, ROI-focused conversions, and strategies to drive revenue from existing customers. It employs gamified popups and scratch cards to capture website traffic, facilitating faster conversions and effectively engaging visitors. It prioritises marketing budgets by using SMS and WhatsApp for intelligent segmentation, ensuring the right message reaches the right audience at the right time, boosting conversions by up to five times. It automates retention workflows, enabling brands to generate up to 50% of their revenue from existing customers through advanced segmentation and targeted messages. "ConvertWay distinguishes itself from other tools and competitors by focusing on first-party data, which is directly collected from customers to drive marketing strategies," the release stated. This focus is crucial as third-party cookies and data face increasing privacy restrictions. ConvertWay's AI-based segmentation tools empower businesses to build stronger customer relationships, ensuring timely and relevant communication. In a competitive e-commerce landscape, ConvertWay offers a comprehensive suite of tools to maximise conversions and unlock significant revenue potential for businesses of all sizes.
