At enterprise scale, logistics operations are less about shipping parcels and more about maintaining absolute reliability, visibility, and control across thousands of daily movements. For large fintech organizations, even minor gaps in shipment tracking or delayed exception handling can create significant downstream operational friction, affecting internal productivity and partner satisfaction.
This case study examines how PhonePe, one of India’s leading digital payments platforms, strengthened its shipment visibility and operational control. By adopting eShipz’s unified tracking and analytics platform, PhonePe transformed a fragmented logistics process into a streamlined, data-driven operation.
Client Overview: PhonePe
PhonePe is a leader in the Indian fintech ecosystem, enabling digital payments, financial services, and merchant solutions at a massive national scale. Beyond its digital app, its physical operations are vast, involving the continuous movement of QR codes, soundboxes, POS devices, onboarding kits, replacements, and returns.
Given the geographic reach of its merchant network, PhonePe collaborates with multiple Tier-1 logistics partners, including Delhivery, Xpressbees, and DP World. These carriers manage a complex mix of forward shipments, reverse pickups, and specialized reverse-Quality Check (QC) movements. Maintaining consistency and transparency across these diverse shipment flows is essential to supporting PhonePe’s internal teams and ensuring a seamless experience for its merchants.
Business Context: The Challenge of Scale
At PhonePe’s level of operation, logistics is a 24/7 function. The operations team manages massive daily volumes spread across multiple carriers, each governed by different SLAs and unique operational workflows.
As the company continued to grow, it became clear that simply “tracking” a package was no longer enough. The team needed a way to monitor carrier performance, identify exceptions in real-time, and analyze turnaround times (TAT) without adding significant manual overhead. To maintain its standard of excellence, PhonePe required a centralized “command center” that could bring structure to high-volume logistics.
The Primary Challenges
Before implementing eShipz, PhonePe’s operations team dealt with several practical hurdles common to large-scale enterprises:
Fragmented Data Environments: Shipment data was dispersed across multiple carrier-specific portals, including courier tracking dashboards, return management systems, and QC pickup interfaces. To piece together a complete view of daily operations, teams had to constantly switch between these platforms, making it nearly impossible to gain a unified, real-time “big picture” of logistics performance.
Workflow Complexity: Managing forward shipments alongside reverse and QC-based pickups meant operating multiple, disconnected workflows. This fragmentation made it difficult to maintain end-to-end visibility of a device’s lifecycle, from dispatch at the warehouse to return, replacement, or closure.
The Manual Burden: With limited visibility into exceptions or RTO (Return to Origin) shipments, the team was heavily dependent on manual follow-ups with logistics partners. This “reactive” approach meant that issues were often only discovered after they had already caused a delay.
Analytical Blind Spots: Without a unified data layer, analyzing carrier performance or identifying regional delivery trends was a labor-intensive task, making it difficult to hold partners accountable to their SLAs.
The Solution: eShipz Unified Tracking & Analytics Platform
To bridge these gaps, PhonePe integrated eShipz as a centralized shipment intelligence layer. Rather than replacing their existing carriers, PhonePe used eShipz to “wrap” all logistics partners into a single, unified interface.
eShipz acted as a strategic operational control dashboard, providing:
Unified Visibility: A single view for all shipment types – forward, reverse, and reverse-QC – regardless of which carrier was handling the move.
Real-Time Status Engine: Automated tracking across the entire shipment lifecycle, from “Info Received” and “Picked Up” to “Out for Delivery” and “Exceptions.”
Advanced Analytics: A suite of carrier-wise and location-based reports that allowed the team to monitor volume trends, SLA adherence, and specific delay patterns.
Automated Exception Monitoring: A dedicated focus on RTOs and delays, allowing the team to identify “stuck” shipments immediately rather than waiting for a report from the carrier.
Operational Impact & Observed Outcomes
With eShipz in place, PhonePe gained consistent, real-time visibility into shipment operations across multiple carriers. From dashboard analytics and operational usage:
- High Delivery Success Rate: The platform maintained a 76.30% successful delivery rate across its total tracked shipments volume.
- Massive Monthly Throughput: In a single tracked period, the system managed a large number of shipments through a unified interface.
- Proactive Exception & Return Monitoring: The team gained visibility into a 3.27% exception rate and a 6.27% RTO (Return to Origin) rate allowing for immediate corrective action.
- Superior SLA Adherence: Logistics performance was highly efficient, with Delhivery Surface achieving a 93.35% Early delivery rate and Xpressbees New reaching 60.25%.
- Granular Carrier Insights: Data showed that carriers like DP World India maintained a 66.67% delivery rate even for complex weight slabs, while Delhivery Surface handled the bulk of operations with a 77.3% delivery success rate.
The availability of this structured data allowed PhonePe to move from reactive tracking to proactive, data-driven management across their entire carrier network.
What Changed for the Operations Team
The most significant shift was not just in the numbers, but in the daily workflow of the operations staff. The team moved from a “reactive/firefighting” mode to a “proactive/management” mode.
With a single source of truth, PhonePe was able to reduce its dependency on individual carrier portals and eliminate the need for constant manual pings to logistics partners. When volume spikes occurred, the platform allowed the team to handle the increased load with greater predictability and control, standardizing their monitoring processes without adding any new layers of complexity.
Why This Matters for Similar Enterprises
For fintechs and large-scale enterprises, logistics is often viewed as a support function, but it is actually mission-critical. A lack of visibility into the movement of hardware or kits can stall business growth and damage merchant trust.
The eShipz platform functions as a logistics intelligence layer that allows enterprises to:
Maintain Control at Scale: Manage thousands of movements without increasing the size of the operations team.
Eliminate Blind Spots: Ensure that no shipment, whether a forward delivery or a return gets “lost” in a partner’s system.
Objective Vendor Evaluation: Use hard data to evaluate carrier performance and negotiate better terms based on actual SLA adherence.
In Client’s Voice
Enabling Enterprise Logistics That Scales With You
For enterprises managing high-volume, multi-carrier logistics, eShipz delivers more than tracking, it delivers control.
Whether it’s ensuring SLA adherence, reducing manual intervention, or gaining deep carrier-level insights, eShipz empowers operations teams to stay ahead of complexity and scale efficiently.
Looking to bring structure, visibility, and intelligence to your logistics operations? eShipz is built to support enterprises at scale.