What We Do

  • Customer segmentation
  • NPS diagnostic
  • Voice of customer
  • Voice of channel
  • Unit economics benchmarking
  • Competitive benchmarking
  • Supply chain mapping
  • Industry outlook
  • Market trends analysis
  • Value proposition design
  • Target screening and diligence
  • Market potential assessment

Related Case Studies

Competitor intelligence study for a leading Logistics Tech player in India

Competitor intelligence study for a leading Logistics Tech player in India

Objective

  • Client wanted to benchmark its business against key competitors in each distinct business unit, i.e., e-commerce express delivery, BFSI express delivery, heavy e-commerce (furniture & consumer durables), PTL freight, and warehousing
  • In each of these business units, client wanted to benchmark key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality, against key competitors 

Methodology

  • Conducted in depth interviews (N = 300) per quarter with employees (ex & current - HR manager, operations manager, marketing manager, customer service manager, supply chain manager, etc., customers, vendors & gig workers, investors, industry experts 
  • Created a set of focus metrics to be benchmarked across key competitors for each distinct business unit 
  • Created deep level discussion guides for different stakeholder and respondent type across competitors 

Impact / Outcome

  • Client was able to understand the Logistics Tech market landscape in India 
  • Also, client was able to benchmark its business against key competitors in each distinct business unit across key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality 
Impact of COVID-19 on e-commerce sector warehousing

Impact of COVID-19 on e-commerce sector warehousing

Objective

  • Client wanted to understand the impact of COVID-19 outbreak on the e-commerce industry with special emphasis on warehousing demand for the sector
  • Client also wanted to understand the potential investment opportunities in e-commerce warehousing

Methodology

  • Developed an overview for the e-commerce sector including various factors like market growth in the past and projected market growth, split between different product categories, market share of different players, warehousing contract model mix, type of warehousing mix and growth drivers. Also analysed the existing supply chain in the industry 
  • Deep secondary research on the trends for the warehousing demand in the industry and the potential impact of COVID-19 on the e-commerce industry 
  • Developed a potential time line for the next five years regarding the e-commerce industry revival post COVID-19, included various factors like consumer demand, goods sourcing, labor availability, warehousing demand and distribution channel while preparing the timeline

Impact / Outcome

  • Client received a list of potential investment opportunities in the e-commerce sector warehousing space
Market assessment study of Indian e-commerce logistics

Market assessment study of Indian e-commerce logistics

Objective

  • Client wanted to understand Indian e-commerce logistics market size, structure, key drivers and key risks / challenges 

Methodology

  • We used the bottom-up approach to be calculated current and projected market using number of online shoppers, average purchase frequency, % returns, shipments per order and yield per shipment 
  • We understood market structure by calculating demand generation split, shipping platform and Logistics service provider split 
  • We understood value propositions and growth drivers for different LSPs (Captive, specialized and traditional) and LSP consolidators 
  • Opportunities and challenges were understood for all the market segments 

Impact / Outcome

  • Client was able to understand Current E-commerce logistics current market size, future projections, market structure, growth drivers as well as key existing risks and new challenges
Quarterly competitor intelligence track for a leading Logistics Tech player in India

Quarterly competitor intelligence track for a leading Logistics Tech player in India

Objective

  • Client wanted to benchmark its business against key competitors in each distinct business unit, i.e., e-commerce express delivery, BFSI express delivery, heavy e-commerce (furniture & consumer durables), PTL freight, and warehousing
  • In each of these business units, client wanted to benchmark key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality, against key competitors 

Methodology

  • Conducted in depth interviews (N = 400) per quarter with employees (ex & current - HR manager, operations manager, marketing manager, customer service manager, supply chain manager, etc., customers, vendors & gig workers, investors, industry experts 
  • Created deep level discussion guides for different stakeholder and respondent type consisting of key questions in scope 

Impact / Outcome

  • Client was able to understand the Logistics Tech market landscape in India 
  • Also, client was able to benchmark its business against key competitors in each distinct business unit across key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality 
Trucker survey for an online logistics platform

Trucker survey for an online logistics platform

Objective

  • An online logistics aggregator platform wanted to understand profile and business mix of truckers working with them, KPCs for selecting a platform, critical needs and service requirements of truckers, their experience & ideal value proposition for them

Methodology

  • Conducted trucker survey (N = 200) to understand the needs and KPCs of truckers as well as their perception of online aggregator platforms and their experience with them 
  • In-depth interviews (N = 78) with drivers, DCOs (driver cum owner) and vendors to get a detailed insight on their requirements, pain points and selection criteria 
  • Deep dived into different archetypes of drivers, DCOs and vendors 

Impact / Outcome

  • Successfully provided client with answers to key research questions through deep analysis of trucker market  
  • Helped in targeting specific archetypes of drivers, DCOs and vendors through creation of different value propositions for different archetypes
Understanding customers of logistics platforms

Understanding customers of logistics platforms

Objective

  • An investment firm was trying to understand the customer satisfaction levels and views with regards to the service provided by 2 logistics platforms – Player A and Player B
  • For this, client wants to conduct a study with a research partner and understand SLA adherence/operational benchmarks (ETAs, timeliness, geo coverage, etc.), share of wallet, overall feedback 
  • Other delivery partners they are using and how they perceive (Target) vs. other delivery partners  

Methodology

  • Conducted In-depth discussions (N = 20) with clients / customers of both Player A and Player B
  • N = 10 for each company with the focus on top 3-4 clients and followed by top clients in each of the key segments they operate such as e-commerce, FMCG, etc.
  • Understanding SLA adherence / operational benchmarks followed by the companies 
  • Analyzing overall feedback on the services provided 
  • Evaluating share of wallet of players 

Impact / Outcome

  • Successfully provided client with answers to key research questions through deep analysis of customers of 2 logistics platforms 
Understanding feedback of Indian e-commerce logistics players

Understanding feedback of Indian e-commerce logistics players

Objective

  • Client wanted to understand key players in the market, NPS and customer feedback for the key players

Methodology

  • Divided e-commerce logistics market into captive, specialized, tradition LSPs and LSP consolidators and understood their growth over the years 
  • Benchmarked market leaders based on their profile, financial parameters, offerings, KPCs, team profile and business model  
  • Understood NPS and customer feedback for the key players on different parameters 
  • Understood E-commerce logistics consolidator and SaaS market structure in USA, China and SEA 

Impact / Outcome

  • Client was able to understand the e-commerce logistics market landscape in India for its service offerings 
  • Also, client was able to understand the profile, financials, KPCs, business model, NPS and customer feedback of the key players 

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