In the fast-moving Muthoot Finance Ltd, part of the renowned Muthoot Group, is India’s largest gold loan Non-Banking Financial Company (NBFC), with a legacy of trust and service spanning decades. Headquartered in Kochi, Kerala, the company operates over 5,000 branches across India and has a growing presence in the UK, the US, and the UAE. Beyond gold loans, Muthoot Finance also offers a wide range of financial services, including personal and business loans, insurance, money transfer, and gold coin sales, serving millions of customers across urban and rural India.
In the fast-moving financial and logistics ecosystem, operational efficiency and customer experience go hand in hand. Managing a vast physical network and handling high shipment volumes through trusted logistics partners like Blue Dart, Muthoot recognized the need for a more efficient, transparent, and automated shipping process, the company demonstrated exceptional control, risk mitigation, and adherence to service levels, even in a high-volume logistics environment.
As their operations scaled, the team sought a smart, cost-effective, and reliable solution to streamline dispatches, simplify tracking, and enhance customer communication. This case study explores how Muthoot Finance partnered with eShipz to automate shipping workflows, reduce manual effort, and build a more reliable and transparent logistics ecosystem. Let’s unwrap how this collaboration transformed Muthoot’s logistics efficiency, from hours of manual work to a matter of minutes.
Managing Large-Scale Banking
As one of India’s largest financial institutions with thousands of physical branches, Muthoot Finance handles a substantial daily volume of shipments, from documents and financial instruments to customer communications and operational materials, through logistics partners like Blue Dart.
While the company’s logistics ecosystem was strong, managing such a large-scale dispatch operation manually soon became a bottleneck. The operations team had to spend hours every day performing repetitive tasks such as data entry, label generation, dispatch scheduling, and shipment tracking. These manual workflows often led to avoidable delays and made it difficult to maintain real-time visibility across all shipments.
The major pain points included:
High dependency on manual coordination
Each shipment required multiple manual steps, from consolidating branch-level data to coordinating with courier teams. This not only slowed down dispatch operations but also increased the risk of human errors in entries and label generation.
Limited visibility and tracking control
With multiple shipments in transit at any given time, tracking and monitoring their progress across regions became complex. The lack of unified visibility made it difficult to identify exceptions or delays in real time, impacting operational efficiency and customer communication.
Time-consuming daily workflows
Preparing manifests, printing shipping labels, and updating dispatch records consumed hours of valuable time every day. The effort required from internal teams was disproportionate to the outcome, creating inefficiencies and limiting their ability to scale.
Scalability challenges with existing systems
As shipment volumes continued to grow, Muthoot’s existing process lacked the automation and integration capabilities to handle the scale efficiently. The company needed a centralized platform that could streamline multi-branch operations without adding more manpower or cost overhead.
During their search for a solution, Muthoot evaluated several logistics automation platforms. However, most of them were either too expensive for long-term scalability or offered limited functionality, failing to address their end-to-end operational needs.
It was during this phase that Blue Dart recommended eShipz, a platform known for its reliability, automation-first approach, and seamless carrier integrations, setting the stage for a smooth digital transformation in Muthoot’s logistics operations.
The eShipz Solution: Automation for Financial Services Logistics
After a detailed evaluation process, Muthoot Finance chose eShipz on the recommendation of Blue Dart, one of their key logistics partners. The decision marked a turning point in how the company managed its dispatch and tracking workflows.
Muthoot needed a solution that was powerful yet easy to use, one that could automate their high-volume logistics operations, reduce manual effort, and provide complete visibility into shipments. eShipz delivered exactly that.
The eShipz shipping automation platform helped Muthoot digitize every step of their shipment lifecycle, from order creation to delivery confirmation. Here’s how each feature played a crucial role in solving their challenges:
1. Automated Carrier Allocation
eShipz automated carrier selection, intelligently mapping each shipment, primarily through Blue Dart, based on business rules, serviceability, and cost preferences.
- Eliminated manual coordination
- Reduced dispatch preparation time by over 70%
- Ensured every shipment was routed through the most optimal and reliable channel
2. Bulk Label Generation
eShipz enabled one-click bulk label generation, allowing the team to instantly create and print labels for multiple shipments, fully integrated with carrier systems.
- Accelerated dispatch readiness
- Improved accuracy of shipment data
- Saved several hours of manual effort daily
3. Real-Time Tracking Integration
eShipz provided unified real-time tracking for all shipments, pulling live updates directly from Blue Dart and other carriers.
- Complete end-to-end visibility of every shipment
- Faster identification of delays or exceptions
- Improved coordination between dispatch, logistics, and customer support
4. Branded Tracking Page
eShipz offered a custom-branded tracking page, allowing Muthoot to personalize the tracking experience under its own brand identity with live delivery updates.
- Strengthened brand trust and engagement.
- Enhanced customer satisfaction through proactive visibility
- Reinforced Muthoot’s reputation for reliability
5. Centralized Dashboard & Analytics
eShipz’s centralized dashboard became the hub for all shipping operations, enabling monitoring of shipment health, performance KPIs, and reporting from a single interface.
- Unified visibility across multiple branches and carriers
- Data-driven insights for better decision-making
- Reduced operational overhead and enhanced accountability.
Muthoot demonstrates how automation and data-driven workflows can transform high-volume logistics into a precise, reliable, and scalable operation.
Muthoot Logistics Excellence: High-Volume Delivery Performance at Scale
Muthoot set a new benchmark in logistics excellence, flawlessly managing tens of thousands of shipments while ensuring speed, reliability, and financial control at every step.
Operational Scope & Financial Control
Muthoot managed an enormous volume of shipments over three months, setting new benchmarks for throughput. Every shipment was 100% prepaid, eliminating COD-related risks, reconciliation challenges, and potential revenue loss. With multi-million-rupee financial flows fully tracked and analyzed, the platform provided unmatched visibility into logistics expenditure, ensuring transparency and financial discipline at every step.
Exceptional Delivery Performance & SLA Adherence
Delivery performance was nothing short of outstanding. Over 99% of shipments arrived on-time or earlier, while delays accounted for less than 1% of total volume. Carrier performance was remarkably consistent, with virtually no delays exceeding 4 days and minimal slips in the 1–4 day window. Across daily peaks and high-volume days, actual delivery times frequently matched or exceeded expected timelines, reflecting predictable, dependable service.
Risk Mitigation: Near-Zero RTO
Muthoot’s operations set a benchmark in risk control. The Return-to-Origin (RTO) rate remained under 1%, thanks to accurate address validation, proactive communication, and highly optimized delivery processes. Shipments flagged as exceptions were also extremely low, representing only a fraction of total volume. Across all operational regions, this near-zero RTO model proved that high service quality and process efficiency were maintained uniformly nationwide.
Strategic Focus & Market Reach
The platform focused primarily on high-value, lightweight shipments, where speed and reliability are paramount. Deliveries spanned the entire country, with particularly strong concentrations in Western and Southern India, showcasing the platform’s capability for broad, effective market penetration.
From tens of thousands of shipments handled flawlessly, to near-zero RTO rates, and 99% on-time delivery, the platform demonstrates how operational precision, financial control, and strategic focus come together to deliver a truly superior logistics experience.
By implementing eShipz, Muthoot transformed what was once a heavily manual process into a fully automated and scalable logistics system..
Building Long-Term Value: Financial Services Logistics
What began as a recommendation from Blue Dart soon blossomed into a strategic partnership between Muthoot Finance and eShipz, one built on trust, reliability, and a shared vision for operational excellence.
As Muthoot scaled its logistics operations across thousands of branches, the team needed a solution that could grow with them. eShipz’s robust, scalable platform proved to be the perfect partner, providing automation, visibility, and control at every step of the shipment lifecycle.
Together, Muthoot and eShipz joined hands to transform day-to-day logistics from a manual, time-intensive process into a streamlined, automated workflow. Over the years, this collaboration has delivered:
- Consistent operational reliability, ensuring shipments are dispatched and tracked without interruption.
- Reduced manual dependency, freeing up the team to focus on strategic growth initiatives.
- Enhanced scalability, enabling Muthoot to efficiently manage increasing shipment volumes without additional overhead.
More than just a technology provider, eShipz has become a long-term partner in Muthoot’s logistics journey, continuously innovating to meet evolving operational challenges and helping the company maintain excellence across its supply chain.
From Their Words:
Muthoot Finance has experienced a significant transformation in its logistics operations since partnering with eShipz. Here’s what they have to say about the collaboration:
This testimonial highlights how eShipz not only simplified Muthoot’s shipping workflows but also helped improve customer satisfaction, operational efficiency, and reliability, key factors in building a scalable, future-ready logistics ecosystem.
Conclusion
The Muthoot and eShipz partnership is a testament to what happens when vision meets innovation. By joining hands, Muthoot Finance gained more than just a logistics platform, they found a strategic ally that helped transform their shipping operations from manual, time-consuming workflows into a fully automated, reliable, and scalable system.
eShipz brought its end-to-end automation suite, real-time tracking, branded customer experience, and actionable analytics to the table, enabling Muthoot to deliver faster, smarter, and more transparent services to millions of customers. Together, they turned operational complexity into simplicity, inefficiency into speed, and uncertainty into control.
This collaboration is not just about technology, it’s about building a partnership that grows with your business. The results speak for themselves: efficiency gains, reduced manual effort, consistent uptime, and happier customers.
Don’t let your business miss out. If your logistics operations are still bogged down by manual tasks, fragmented tracking, or inefficient workflows, the time to act is now. Partner with eShipz and unlock the same level of speed, reliability, and scalability that Muthoot enjoys today.
Reach Out Today to see how eShipz can transform your logistics journey and give your business the competitive edge it deserves.