Welcomes You - Validation request · Delivery and Reverse and (ii) Fulfilment • Backed by Warburg Pincus since 2015 Diversified 700+ customers; works with all marquee e-tailers

Welcomes You

Overview

Business Overview

• Founded in 2013, Ecom Express is a top e-commercefocused 3PL company, with proprietary line-haul andlast mile distribution

• Has widest reach amongst peers; delivers across25,000+ pin codes, covering 90%+ of Indian households

• Highly distributed network with over 10,000 daily pick-up locations (sellers) and increasing long tail ofcustomers

• Key business lines include (i) Express: Pre-paid, Cash-on-Delivery and Reverse and (ii) Fulfilment

• Backed by Warburg Pincus since 2015

Diversified 700+ customers; works with all marquee e-tailers

Founder Management Team

Led by T.A. Krishnan, a highly experienced logistics industry

professional with > 20 years at Blue Dart, India’s largest courier

company

Other 3 co-founders have spent ~20 years each with Blue Dart, with

complementary skills – operations, customer service and finance

Since WP investment, the company has built a high quality next level

senior executive team that reports to founders

Key Financial and Operating Metrics

K. SatyanarayanaCo-Founder, Head -Finance, HR & Compliance

Sanjeev Saxena Co-Founder, Head - Ops, Networks, IT & Security

Manju DhawanCo-Founder, Head - BD, Sales & Customer Service

T. A. KrishnanCo-Founder, CEO

• Market leader amongst pure-play e-commerce logistics players

• 30%+ market share in the outsourced e-commerce logistics market

• Highest number of pin-codes: 25,000+ covered through an efficient and uniquely positioned network

• Unit economic positive at an operational level

Widest Reach – Pan India FootprintEcom Express has the largest reach and pin-code coverage amongst private players in India

25,600+ Pin-Codes Covered

225,000 km(1)

Network Route

Line-Haul Capacity

700+tonnes

2,574DeliveryCentres

20 Fulfillment Centres

58Hubs / PPCs

Unparalleled network by ‘Reach’

600+Network Runs

Key Products & Services

Ecom Express Services (EXS) Prepaid/ COD Standard Delivery Same Day Delivery/ Next Day Delivery Electronic Payment on Delivery

Reverse Pickups Scheduled Pickups Quality Check enabled pickups

Ecom Fulfilment center Services (EFS) Storage + Pick/Pack Bonded Warehouse

Ecom Branded Services (EBS)

All services are offered in all PIN-codes and have end-to-end visibility with real time tracking information

• Sunday and holiday deliveries

• Operations in difficult terrains like Kashmir and the North-Eastern States

• Indigenously developed customized shipment sortation system

• Created ground network to suit B2C segment

• Developed multiple fleet vendors to cater to the B2C shipments

• Positioned hubs in non-traditional locations based on demand and supply distribution

• Complete coverage of state

• Customs clearance license

• Indigenously developed customized bag sortation system

• Transformed from desktop to HHD systems

• Shipment movement in containers

First to Market Initiatives

Highly Automated and Reliable B2C Technology StackDeveloped in-house over 4 years, Ecom Express has been able to use proprietary technology to offer an end-to-end automatedsolution for its B2C e-commerce customers

Handheld devices with mobile app with continuouson-air sync

First mile pickup applications

Automatic pickup assignment based on route plan

Real time reconciliation and real-time updates to customer

E-Signature ande-manifest

Automated data exchange

SRUTi

Parcel sortation systems

Barcode scanners

Automated destination centre based sorting and weight audit

Scan and bag shipments (Put-to-Light)

SHACTi

SRi

Bag sortation systems

Barcode scanners

Bag sorting based on destination hub

Error proofing - Right bag to Right vehicle

Bag Sorter

Put-to-Bag

GPS enabled trucks

Real time vehicle tracking

GEO fencing to ensure route optimization and vehicle ETA

OTC

Airlift

Barcode scanners

Auto tally (shipment and cash) at delivery centre

KateEye

Last mile delivery application (mobile app) on handheld devices

Real-time field updates, SMS triggers and location tracking

OTP based authentication and e-signatures for proof of delivery

SATHi

Website

Mobile App

Control tower for real time monitoring

Real-time access to information across the entire value chain

Highlighting potential errors and solutioning in real time

MIS & Dashboards -customizable by the customer

Customer Panel

War Room Panel

Web tracking

All applications linked to SCADi – the core operational ERP; under revamp to version 2.0 in FY19`

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Pickup ProcessingCenter

HUB Network DeliveryCenter

Consignee Customer

Operations & IT InfrastructuresAdvanced & Automation Technology

First Mile Operations: PickupBusiness Benefit

0% errors during pickup

No other courier shipments picked up

Updates on missing packages / advanced pickups

High pickup productivity

Real time customer visibility

Instant reconciliation API based data push from customers

Mobile application

Handheld device

On-air sync with cut-off on reaching pickup point

Auto pickup assignment (location & staff) based on

route plan

E-signatures

Application

Ground Operations: Processing Centre & Hubs

Reconciliation based on pickup

Capture accurate weight (dead weight & volumetric) for

billing

High employee productivity with fast turn around time

Primary and secondary sorting of shipments

Sorting of bags based on connections Scan based confirmation of picked shipments on arrival

SRi machines to measure shipment dimensions for securing

billing

In-house designed automatic sortation systems with speeds

of

> 8,000 parcels per hour

In-house designed automatic bag sorter with speed of

>1,200 bags per hour

Mobile application for enhanced manual sorting efficiency

Application Business Benefit

Last Mile Delivery

On-field tracking and reconciliation

Performance management

Enhanced field time availability for work force

Significant improvement in field staff productivity

Paperless functioning of delivery centres

Direct feedback from consignees

Ability to offer multiple technology aided value added

services at the last mile

SATHi – Mobile application

KateEye – DC panel to monitor key metrics

Start Trip, SMS trigger for OFD and OTP

Delivery point cross verification of OTP

Delivery staff tracking and geo-code capture on

delivery

Real time backend updates & visibility

Auto cash tally

Application Business Benefit

Customer Dashboard / Integrations

Performance monitoring

Track and trace capability

Real time monitoring

Streamlining daily communication

Faster delivery through real time pickup request transfers

Web application – customer panel

Customized reports

API integration

Web tracking of shipments

Application Business Benefit

Customer Service OperationsAccount Management – Daily, Weekly, Monthly

• Ageing

Pre Alert based monitoring systems built around shipments dwell at various delivery centers

• Escalation

Key account manager serves as the custodian of all escalation within a Turn around time of 48 hours.

• NDR

NDR monitoring delivery reattempt and delivery execution

Client escalation to Key Account Manager Customer Service

• Zonal Escalation - Team CS Raises the Issues with Zonal SPOCS.

• Zonal SPOCS to State Heads for local approaches

• Local approach - SPOCS to DC Ops

Customer Service – Daily Charter

Zonal Operation Functions

Client escalation

NORTH HEAD

EAST SPOCS

SOUTH SPOCS

WEST SPOCS

Customer Service Operations

Customer Service Operations

Customer Service – Weekly Charter

• Weekly reviews with clients on performance measure.• Internal reviews and discussions on performance measure and

action plans.

Weekly conference calls with clients

Internal Conference calls with Zonal SPOCS and State Heads

• Monthly/Quarterly Workshops with clients and internal team on various Key Matrics

Customer Service – Monthly Charter

Customer Service – Kadence Of Information

Customer Service Operations

S.no Reports Interval

1 ORIGIN COMPLIANCE Daily

2 PICKUP COMPLIANCE Daily

3 NDR Daily

4 NDR CONVERSION Daily

5 AGEING Daily

6 RVP DASHBOARD Daily

7 PERFORMANCE EXECUTION WEEKLY / MONTHLY

8 PERFORMANCE DASHBOARD WEEKLY / MONTHLY

• Dedicated Call Center for Calling on Non Delivered Products (NDP) Based on Ecom Dependency.

• Reattempt delivery based on alternate instruction, Specific Delivery Date, Address change.

• Product Return on RTO Instructions

• NDR Process

NDR Services

1st AttemptSMS Alert on Successful

DeliveryBlind Attempt Delivered

UndeliveredSMS Alert with undelivered

reason along with Call Centre # NDR

Calling Require

Customer / EcomControllable

Consequent Attempts

SMS Alert on Successful Delivery

Delivery Confirmation Call to Consignee

Delivered

No AttemptSMS Alert with undelivered

reason along with Call Centre # NDR

Calling Require

Customer / EcomControllable

Pre Delivery SMS Alert to consignee with Out for Delivery Message along with Delivery Executive mobile no.

No Confirmation Required

Delivery Confirmation Received

Pre Delivery SMS Alert to consignee with Out for Delivery Message along with Delivery Executive mobile no.

Delivery Confirmation Not Received

Consequent Attempts

Delivery Confirmation Call to Consignee

Same Process

As per SOP we attempt maximum thrice over a span of 7 Days

We want to reach every doorstep of the country,

and we want people to be happy when we knock.