Ecom Express is India’s leading end-to-end technology-enabled logistics solutions provider to the e-commerce industry. The company’s mantra for success has been the usage of cutting-edge technology and automation solutions throughout its logistics chain. With more than 2670 offices spread across 2470+ cities in India, and full state presence in 20 states, covering 26,500+ PIN codes, Ecom Express has the capability to deliver to over 92% of India’s population.
E-commerce is booming in India thanks to increased internet users and affordable smartphones. This growth has directly influenced the demand for affordable and reliable logistics providers. Despite exponential growth, logistics companies still have a few kinks they need to iron out with respect to their last mile processes and communication.
Providing customers a smooth last-mile experience
When Ecom Express launched in 2013, they wanted to provide a smooth last-mile experience to their customers. Using cutting edge technology to do this was their competitive advantage.
Ecom Express wanted a system that could power a seamless communication between their delivery associates and customers. They also wanted to ensure that the customer data, such as phone numbers, is secured and safe at all times. This was important to eliminate the possibilities of data compromise, fraud, misuse, etc.
Solution – Exotel’s Number Masking Solution for a seamless connection
Exotel’s number masking solution was integrated into the Ecom Express’ delivery app to solve this problem. The delivery associate simply has to click on the call button (assigned to a specific customer) to make a call.
When the delivery associate clicks on the call button on the delivery application, a virtual number is dialed and a call gets connected between the associate and the customer. The caller id would be the virtual number assigned to Ecom Express. This ensures that both the parties (associate or customer) would not be able to view the original contact details.
The same happens when a customer needs to connect with a delivery associate.
Further, all conversations between the associate and customer are recorded and monitored. This significantly assists in supervising all on-call conversations, hence, protecting the safety of customers and preventing any fraudulent activities.