challenge
Farmashop is a pharmacy retail chain with thousands of employees and more than 100 locations throughout Uruguay. In addition to their physical stores, they offer an ecommerce platform to purchase products online; sadly, the delivery for these purchases wasn’t efficient and that tarnished the customer experience. They had problems such as branches assigning deliveries independently, which meant there would be a drugstore with more orders than they could manage while a nearby store had delivery associates with no orders to fulfill. They reached out to us looking for a solution to improve the ecommerce delivery service and avoid losing loyal clients to other online retail options.
solution
We worked with the goal to dynamically optimize routing to deliver the ecommerce orders placed by customers. The process included creating a web app for managing the orders and a mobile app where delivery people can access the pickup and delivery information for each day. First, we set up the backend for route planning: we started by managing simple plans with a few deliveries and later we increased the complexity by adding more factors. Then, we started with the development of the web and the mobile app in order to move forward with the frontend as well and deliver the MVP. The entire process was enhanced by our design team, who conducted user interviews and testing sessions to make sure we were building the right solution.
results
We were able to create the right data sets for better usability – considering the many variables such as a vehicle’s capacity, timelines, locations and more. Using Celery and Google solutions such as OR-Tools, Maps and Distance Matrix, we created a solution that helped with synergy across all platforms and correct management of the many asynchronous tasks involved. Farmashop improved their customers’ experience – they can now use a seamless solution with reduced wait times and reliable delivery dates – and their internal logistics process (costs in gas and customer service have gone down). Since the platform can be scaled, it’s now being implemented in almost all of the stores. Initial metrics already pointed out we helped Farmashop achieve between 50% and 66% time reduction in the different delivery options offered to customers.
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