Details anonymised at client request.
Business Situation
The company’s delivery costs had increased steadily beyond internal targets, while failed-delivery rates and re-attempt expenses continued to rise across multiple delivery zones. Leadership understood that last-mile inefficiencies were affecting profitability, but lacked visibility into the operational drivers behind route underutilisation, failed delivery patterns, and recurring re-attempt costs across the network.
What the Consultant Did
An independent operations consultant conducted a diagnostic review across five delivery zones to identify cost leakage and operational inefficiencies within the last-mile network. The engagement included route-density analysis, delivery-cluster redesign, failed-delivery assessment, micro-warehousing pilots, and implementation of customer confirmation workflows before dispatch. Particular focus was placed on reducing avoidable delivery failures, improving route efficiency, and increasing delivery density across high-cost zones.
What Changed
The revised operating model reduced failed deliveries, improved route utilisation, and lowered delivery costs across the network. The introduction of pre-delivery customer confirmation workflows also improved first-attempt delivery success across key service areas.
Evidence, not adjectives.
The measurable changes recorded during or following the engagement.
Cost-per-delivery reduced from ₹68 to ₹53 within four months
Failed deliveries reduced from 14% to 6.8%
Average delivery time improved by 1.4 days
Route utilisation improved across high-cost delivery zones
