Enterprise Retail· Case Study
The largest retail group in the Middle East. Fresh, modern and relevant, Alshaya's constantly evolving portfolio reflects the choices and lifestyle of its customers.
4,000+
Stores, restaurants, cafes and leisure destinations
100+
eCommerce websites and apps
30+
Distribution centers
CHALLENGES
Alshaya manages an extensive portfolio of retail and food & beverage brands across a vast number of markets. 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 which is quite difficult to achieve.
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 that was key to "bring customers the brands they love in the places they want to be".
SOLUTION
Carriyo was launched in record time within Alshaya's extensive digital transformation program. The first rollout happened after 5 months with a fully integrated multi-brand eCommerce solution.
The Alshaya team automated the shipping process stopping all manual shipping operations, and not having to integrate to multiple shipping partners opened the door to adopt new partners and create new service options.
The shipment tracking experience was standardized by implementing a single tracking template that can serve all brands and provides Alshaya customers with a real time tracking experience to reduce customer inquiries.
“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. But the value doesn't stop there. We have also been able to gain a new found flexibility and agility that is allowing us to review our delivery partnerships model and offer even better delivery service options to our customers.”
Mathew Ian Caswell
Head of Fulfillment, Alshaya Group
RESULTS
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.
1%
Basis point increase in successful delivery rate
95%
Delivery rate within SLA
20%
Basis point increase in next day delivery
80%
Decrease in customer complaints