Ecom Express: Tech Enabled Logistics Partner for E-Commerce Needs
Ecom Express Limited is a leading end-to-end technology enabled logistics solutions provider to the Indian retail and e-commerce industry.
Our robust distribution network includes 3,421 last-mile centers across India, with approximately 50.95% functioning as dark stores. These centers support hyperlocal delivery by optimizing routes and reducing delivery times.
Vishwachetan Nadamani - Chief Operating Officer, Ecom Express
What are the companies strategies to deal with challenges in last-mile delivery?
Ecom Express faces significant challenges in last-mile delivery, primarily related to infrastructure limitations. In rural areas, inadequate transportation and warehousing facilities complicate logistics, resulting in increased costs and restricted access to goods and services. Addressing these infrastructure deficiencies is essential to ensure that last-mile delivery remains both effective and economically viable in underserved regions.

The company is focusing on route optimization for mid and last-mile deliveries, maximizing truck utilization, managing returns, improving first-time delivery success rates, and achieving accurate resource forecasting.

Managing a large gig workforce also presents a challenge in maintaining high delivery standards and control. To tackle this, the company uses live tracking technology and a proprietary rider platform, which provides delivery personnel with visibility on expected earnings and offers performance and milestone-based pay-outs. This approach not only ensures accountability but also motivates the workforce, which includes over 180,000 gig workers registered as of March 2024.
The company has a robust distribution network with 3,421 last-mile centres across India. Approximately 50.95% of these centres also function as dark stores, supporting hyperlocal delivery needs by optimizing routes and minimizing delivery times. Through these strategies, the company addresses infrastructure challenges, improves resource utilization, and maintains control over its last-mile operations, thereby ensuring reliable service across diverse geographical areas.
What measures has the company implemented to enhance driver safety and comfort during long-distance journeys?
To enhance the safety and comfort of drivers undertaking long-distance journeys on highways, we have adopted an asset-light, outsourced line-haul model that connects all hubs within its network. This model boosts operational agility and customer service by reducing touchpoints, speeding up operations, and minimizing shipment risks, which ultimately contributes to safer and more efficient journeys. By exclusively contracting vendors for these trucking operations, Ecom Express maintains greater control over this critical link, ensuring that operational standards are met consistently.

In addition to this structured network approach, the company has developed a regionally structured employee health and safety program, appointing “safety champions” at each centre who actively promote road, fire, and workplace safety. These safety champions are instrumental in driving safety initiatives and ensuring adherence to protocols. Furthermore, we offer both internal and external training programs, covering essential safety measures such as fire safety, road safety, and machinery handling. Regular refresher sessions are provided, particularly for employees working with sorters and other machinery, to maintain safety awareness and readiness across the organization.