Revolutionizing Quick Commerce and Last-Mile Delivery: Insights from Ayush Agrawal’s Expert Edge Session

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Ahmed Mainul
Ahmed Mainulhttps://www.hospitalitycareerprofile.com
Ahmed Mainul (Mainul Mondal) is a seasoned journalist with extensive experience in hospitality news, executive appointments, biographies, and industry updates. Having worked with reputed hotel brands like Marriott, Taj, and others, he brings a wealth of industry knowledge to his writing. His deep understanding of the hospitality sector and his commitment to delivering insightful stories make him a trusted contributor to Hospitality Career Profile
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In a recent Expert Edge Ask Me Anything session, Ayush Agrawal, Associate Director of Engineering at Zepto, offered an exclusive behind-the-scenes look into how Zepto has revolutionized last-mile delivery in the quick commerce industry. He shared key strategies that set Zepto apart in the fast-paced quick commerce space, all while keeping its delivery riders happy.

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Here are the key takeaways from Ayush’s session:

1. Rider-Centric Innovations

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Ayush explained that Zepto treats its riders as customers, offering them the same care and attention given to users. This focus starts with seamless onboarding, aiming for a 10-minute process to ensure quick integration, featuring OTP-based login, Aadhaar verification, and DigiLocker.

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To enhance the rider experience, Zepto offers features like:

  • Performance Insights: Riders can track their earnings, performance metrics, and feedback through dashboards, which help keep them motivated.
  • Real-Time Support: Zepto provides a dedicated helpline and chatbot for resolving rider issues instantly.
  • Incentives and Gamification: Tasks such as completing consecutive deliveries are gamified to encourage engagement, with weekly and monthly performance-based rewards to keep riders motivated.

2. Smarter Delivery Systems

Zepto uses advanced delivery algorithms to ensure speed and efficiency. Ayush shared how the company employs dynamic order allocation and batching to optimize rider assignments. Each rider and order is treated as an entity, ensuring maximum efficiency by considering factors such as traffic, weight, and geofencing.

Batching orders within the same locality reduces costs, time, and fuel usage. However, special care is taken with certain orders, like ice cream, where batching is avoided to maintain product quality.

3. Data-Driven Decision Making

Ayush emphasized that everything at Zepto should be data-driven. Zepto uses machine learning models to predict high-demand zones, assist in proactive rider deployment, and optimize workflows. By analyzing data from riders, customers, and stores, Zepto identifies inefficiencies and improves delivery timelines. Real-time GPS tracking helps reroute deliveries instantly if traffic congestion occurs.

4. Rider Empowerment and Growth

Zepto invests in its riders’ growth, providing health insurance, safety tools like GPS-enabled SOS buttons, and regular training on app usage, navigation, and customer interaction. Riders are also given growth opportunities based on their skills and performance. An inspiring example shared was of a rider who initially didn’t want to continue in deliveries but now holds the position of cluster manager at Zepto.

5. Sustainability Practices

Zepto is committed to sustainability by encouraging eco-friendly options such as e-bikes and offering reusable delivery bags. Customers also have the option to choose no-bag deliveries or return bags in exchange for rewards.

6. Transparent Communication

Transparency plays a key role in maintaining satisfaction among both customers and riders. Riders are given access to real-time earnings data, preventing any surprises, while customers receive accurate delivery estimates and live tracking. If there are any delays, customers are proactively notified.

Ayush’s Golden Advice

When asked for his top advice for professionals optimizing last-mile delivery, Ayush highlighted the importance of creating a data-driven platform. He explained that data reveals inefficiencies in operations, technology, and processes. By analyzing data from various perspectives- customer, rider, and store—organizations can optimize each step of the system.

Watch the complete session here.

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