Transforming the way a retail giant manages carriers

MH Alshaya, a retail group with over a thousand physical stores and eCommerce websites, transformed their carrier management processes into a seamless, efficient and real time operation.

The challenge

01

Managing such a large diversity at scale demands a balance between automation, standardization and efficiency as well as a high level of flexibility and speed at an operational level.
For Alshaya, one of the key drivers for the implementation of Carriyo was to address the need to manage customer experience in the post-purchase part of the customer journey.

How Carriyo helped

02

Carriyo was launched in record time within Alshaya's extensive digital transformation program.
Alshaya's team automated the shipping process using our carrier management software. Not having to manually integrate multiple shipping partners opened the door to adopt new partners quickly and create new service options.

The results

03

Due to Alshaya's staggering business volumes, every bit of improvement makes a huge difference. Alshaya managed to achieve its objective of increasing delivery KPI on all fronts and by doing so improved top line and bottom line numbers.
The number of customer complaints also hit an all-time low, decreasing by 80% from the moment Carriyo’s Customer Experience modules were activated.

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Mathew Caswell

Head of Fulfilment at Alshaya Group

“The implementation of Carriyo went unbelievably well! It was easy and fast which allowed us to get a return on investment really early on. After a year, the impact on our operations is clear. We have a better quality of service in our last mile operation across all KPI that we monitor.”