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Logistics and Transportation

We help transportation, warehousing and service providers understand customer behavior, optimize networks, cost and quality of service

3PL Last mile logistics Urban transportation

What We Do

Vendor selection
Vendor satisfaction
Micro-market supply chain mapping
Customer NPS diagnostic
Industry outlook
Unit economics benchmarking
Competitive benchmarking
Cluster carrying capacity
Go-to-market assessment
Market trends analysis
Voice of customer
Customer segmentation
Geo expansion POC
Acquisition profiling and screening
Value proposition design

Vendor selection

Which vendors are operating in the target market?
Will the vendors' capabilities / services offered meet the Company’s requirements?
What measures does the vendor take to prioritize and improve end customer responsiveness?
How does the vendor comply with safety regulations and other legal norms?
What is the reputation of the vendor in the market?
How does the vendor differentiate its operation from its competitors?
What operational bottlenecks can be anticipated while partnering with the vendor?

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Vendor satisfaction

How has the vendor’s experience been so far?
How well are the vendors adapting to the working methodology of the Company?
How is the order placement process structured?
What problems do they face in their day to day operations?
Is the vendor satisfied with the support provided by the Company?
How can the Company improve its service to vendors to obtain better results?

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Micro-market supply chain mapping

What are the key customer segments in the market?
How is the operation changing with newer emerging technologies?
What is the Company’s dependency on various suppliers?
What are the risk factors associated with the micro market and how can it be mitigated?
How is the brand positioned in the minds of the suppliers?
How is the transportation network designed to provide last mile coverage?
What measures can be taken to avoid potential supply chain disruptions?

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Customer NPS diagnostic

How likely is the customer to promote the Company?
How does the NPS vary across regions and how does it compare with key competitors?
What are the key reasons for a customer to be a promoter / detractor?
What are the areas of improvement and ways to do so?
What are the triggers that would cause the customers to change their logistics partner?
What are the relative strengths and weaknesses that have the highest impact on NPS?

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Industry outlook

What is the current market landscape and how is the road map ahead?
How fragmented is the industry?
What are the growth opportunities and challenges in the market?
What are the key trends driving the industry?
What factors can cause disruptions in the industry?
How will advancements in technology and changing consumer preferences shape the industry?
What is the position of online freight platforms and aggregators in the market?
Who are the competitors and how are they positioned?

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Unit economics benchmarking

What are the different revenue streams per customer? What are the drivers of revenue?
How much does it cost in time and money to service/acquire a customer?
What fixed and variable cost components are associated with servicing a customer?
What are the drivers of fixed and variable cost?
What is the break-even scale and time taken to reach breakeven?
How do the unit economics vary across customer segments (mass, mass affluent, affluent, etc.)?

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Competitive benchmarking

Who are the direct competitors in this space?
How do the key financial metrics compare with the Company’s competitors?
What are the differentiating factors amongst the different players?
What is the average cash to cash time cycle?
What is order accuracy compared to its peers?
What is the DSO (Days Sales Outstanding) and reasons for high DSO?
What is the gross margin return on investment?

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Cluster carrying capacity

What strategic capacity planning techniques are being adopted?
What steps are taken to tackle a sudden requirement surge?
How can transport capacity of hazardous material and explosives be managed efficiently?
How to minimize accidents and damages in completing the process?
How can transportation capacities for the future be managed efficiently?
How can transportation capacities of different transport modes be managed efficiently?

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Go-to-market assessment

What services is the Company offering and the business strategy for it?
What is the position of the brand in the market?
What is the customer acquisition strategy, by customer segment?
What is the partner acquisition strategy, by partner type?
How has the customer experience been across the life cycle?
What is the marketing mix of the demand and brand?
What tools and resources are used to enhance operational effectiveness?

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Market trends analysis

What are the new business and sales strategies?
How is the industry shaped for the future?
How is consumer preference changing and what are its reasons?
How has the rise in e-commerce retail impacted the industry?
What has been the impact of automation?
How are companies adapting to high levels of digitization and integration?
How sensitive is the industry to new inventions or disruptions?

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Voice of customer

Which logistics company are customers most satisfied with and why?
How has customer experience been across different product categories?
What are the key reasons for preference of a company over another?
What are the improvement areas that needs attention?
Would they refer the Company to their colleagues/relatives based on prior experience and the reason for doing so?
What are the key elements required to create a long-lasting relationship?

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Customer segmentation

Who are the key customers?
What is the Company’s dependency on any specific customer segment?
What is the growth potential of the customer segment?
What are the primary needs of the different customer segments?
How is the customer segmentation based on demographics?
Who are their customers based on psychographic segmentation?
How are customers positioned w.r.t to emerging trends and new technologies?

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Geo expansion POC

Who are the potential customers in the new market?
How has the market growth been in recent years and how does the road map look?
Who are the competitors and how are they positioned as compared to them?
What advantages/benefits can they potentially realise?
What growth strategies should be adopted to succeed?
How sensitive is the market in response to disruptions?
What is the ease of doing business, with the existing government norms?

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Acquisition profiling and screening

What synergies can be realized?
How does the acquisition fit with the Company’s growth strategy?
What is the position of the target company in the market?
What does the Company really want to acquire? (customer base, tools & techniques, or people)
What impact will the acquisition have on the Company’s financials?
How will the acquisition affect the management structure?
What are the risks associated with acquisition?

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Value proposition design

What should be the customer’s expectation form the product / service?
How does the proposition cater to functional, social and emotional needs?
What are the pain points and negative outcomes that customers want to avoid?
How will the customers measure the success of an offering in fulfilling their needs?
Profile the customer base to identify what customer segment the offering caters to
What are the product and services that the value proposition is based on?
How does the value proposition eliminate or minimize the customer pain points?
How does the offering map to customer needs for a target segment?

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Connect with our Logistics and Transportation Experts

Hitesh Gossain

CEO, Network

Amar Choudhary

CEO, Intelligence & Insights

Abhishek Maiti

Director, Intelligence & Insights

Related Case Studies

Process mapping across bike-based platforms

Objective

Client was looking to understand the process flow of various bike-based platforms (bike-taxis, last mile delivery, etc)
Client also wanted to understand the costs / incentives / earning models in each platform along with comparison in terms of market potential

Methodology

Conducted in-depth interviews (N = 40) with bike-based operators to understand the various options and moats of bike-based gig jobs
Conducted in-depth interviews (N = 5) with industry experts to understand the platform side perspective on bike-based gig jobs
Mapped entire process flow for each bike-based platform in detailed steps along with positives and pain points
Combed through regulatory data to understand regulatory landscape suitability for each bike-based gig job

Impact / Outcome

Client clearly understood process flow for each bike-based profession along with economics and market potential

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Supply side benchmarking and evaluation of 3PL logistics partners

Objective

A leading Indian logistics player wanted to develop an analytical model for partner performance evaluation and benchmarking

Methodology

Gained extensive understanding of the various verticals client caters to
Conducted 40 partner interviews across 5 cities to understand the nuances of last mile logistics
Identified and shortlisted around 40 - 50 transactional parameters which were used to predict the behavior of the partners dealers through a dynamic excel model
Composite score for each delivery partner was generated by providing weightage to each parameter and combining the relative score for each sub-parameter through classification and grading based on percentile of the partners

Impact / Outcome

Client received a scoring mechanism, incorporating a dynamic excel model based on 40-50 transactional parameters, to generate partner-wise composite score

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Analysing process journey for a 3PL player

Objective

An upcoming logistics player wanted to benchmark the process journey of last mile logistics providers

Methodology

Conducted in-depth consumer interviews (N = 50) in 2 weeks across 7 cities (mix of metro, tier-1) to understand purchase journey for different use-cases
Conducted in-depth partner and seller interviews (N = 25) to understand supply process?
Mapped complete 3PL supply process across the value to understand process dependencies and pain points
Carried out benchmarking across key competitors

Impact / Outcome

Client understood customer and partner journey for last mile logistics and understood the dependencies and pain points for all stages of the journey

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Consumer behavior and travel characteristic study for a leading bike taxi platform

Objective

An online bike-taxi player wanted to assess consumer need for multiple user segments
Client also wanted to understand the drivers of adoptions for the brand, reasons for churn and improvement areas to re-establish engagement

Methodology

Conducted a survey for 1,000+ commuters using bike-taxi services in India across Metro and Tier-1 cities
Conducted 50+ in-depth interviews with churned users to understand factors of promotion / detraction and key pain points with the existing bike-taxi services
Analysis of various use cases, frequency of trips taken, average distance travelled by bike-taxi for sub-segments based on geography, income groups, occupation
Willingness to pay was analysed for key service parameters for different customer archetypes

Impact / Outcome

Bike-taxi users segmented into archetypes and drivers / barriers of adoption
Key identifiers of churn and initiatives that could re-establish engagement were also identified

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Customer NPS diagnostic of a cab aggregator

Objective

A pan-India cab aggregator wanted to assess consumer NPS, drivers, and barriers to adoption

Methodology

Conducted consumer survey (N = 800) and in-depth consumer interviews (N = 20) in 4 weeks across 16 cities (mix of metro, tier 1 & 2 cities) for different customer archetypes (based on household types, age groups, employment status, and gender).
Mapped customer journeys for offline and online booking of rides across various types of cab services through customer interviews (N = 10) and mystery shopping.
Conducted partner interviews (N = 30) of cab drivers across cities.
Carried out price and service benchmarking for key players (online aggregators, traditional cabs, local cabs).

Impact / Outcome

The client understood relative NPS for self and competition brands, key strengths, and improvement areas.

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Preference and adoption of digital app for public transportation

Objective

A leading public transportation tracking company wanted to understand the level of adoption of consumers with respect to digital usage for bus commute
Further, the client wanted to understand willingness of commuters to adopt an innovative transportation app

Methodology

Conducted customer survey (N = 700) in 3.5 weeks across 10 cities (mix of metro and tier 1 & 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories
Mapped typical consumer commute journey to identify existing digital touch points and pain points with traditional means
Conducted in-depth service provider interviews (N = 15) to understand the key drivers of digital adoption and benefits of partnering with such an app
Deep-dived into product and performance benchmarking of key players to identify level of digitization and functionality

Impact / Outcome

Client gained detailed insights on adoption of transportation apps across customer archetypes
Client appreciated the detailed analysis on extent of digitization across transportation modes
Client also understood key strengths and needs for daily commute transportation app along with customer’s willingness to adopt

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