When Scale Hides Flaws

Uncovering Hidden Operational Gaps in a Large-Scale E-Commerce Supply Chain

Challenge

Despite strong year-on-year growth, the client’s supply chain was showing signs of stress. Customers were increasingly frustrated with delayed deliveries, while internal teams struggled to pinpoint the root causes.

Symptoms included:

  1. Frequent delivery SLA violations

  2. Rising operational costs due to inefficiencies

  3. Customer complaints escalating to 18,000/month

  4. Blame-shifting across departments (tech vs. logistics vs. customer support)

 

With multiple functions pointing fingers and no unified diagnosis, the client lacked clarity on where exactly the breakdowns were happening in the order-to-delivery cycle.

Solution: OphoTech’s Diagnostic Audit

OphoTech was engaged to conduct a comprehensive internal audit and diagnostics program. The objective was not just to treat visible symptoms but to uncover and address the hidden bottlenecks buried in workflows, systems, and handoffs.



Enablement Process

  • Process Mapping: Audited 12 critical workflows, including order processing, inventory synchronization, last-mile tracking, and customer support escalation.
  • Tech Log Analysis: Applied advanced diagnostic tools to trace API calls, downtime patterns, and failed transactions during peak traffic windows.
  • Employee Interviews: Conducted structured interviews with operations managers, warehouse teams, tech engineers, and call center agents to capture on-ground realities.
  • Pain Point Report: Delivered a heatmap highlighting high-friction zones across functions, geographies, and systems.
  • Recommendation Brief: Compiled a prioritized action plan covering tech fixes, process redesigns, and policy adjustments.
Project Info

Category

Warehouse + Delivery Network in 30+ Cities

Client

National E-Commerce Brand

Industry

eCommerce

Stack

Android, Realm, Dagger 2, RxJava

Business Impact

By implementing the recommended changes, the client saw measurable improvements within weeks.


Additionally, OphoTech designed a centralized ops-health dashboard that enabled leadership to monitor real-time deviations, ensuring issues were identified before they escalated.

25% decrease in customer complaints within 60 days
25% decrease in customer complaints within 60 days
40% faster resolution of delivery-related support tickets
40% faster resolution of delivery-related support tickets
Delivery SLA violations reduced from 22% to under 10%
Delivery SLA violations reduced from 22% to under 10%
Ticket resolution time improved from 48 hrs to <29 hrs
Ticket resolution time improved from 48 hrs to <29 hrs
100% accountability map created to eliminate cross-department blame-shifting
100% accountability map created to eliminate cross-department blame-shifting

Key Findinds

Through the audit, OphoTech uncovered three hidden bottlenecks that were driving the majority of operational inefficiencies:

API Timeouts During High-Volume Sales
API Timeouts During High-Volume Sales
Order data was failing to sync smoothly between CRM and WMS during peak events, creating a backlog of unprocessed requests.
Misrouted Warehouse Dispatches
Misrouted Warehouse Dispatches
Certain shipments were being incorrectly tagged at the warehouse level, leading to unnecessary reroutes and missed delivery SLAs.
Delayed CRM-to-WMS Order Sync
Delayed CRM-to-WMS Order Sync
Order confirmation and warehouse allocation were not aligned in real time, delaying the pick-pack-ship cycle.

Results: Website-Ready Impact Metrics

Impact Area
Impact Area
  1. Delivery SLA Violations
  2. Ticket Resolution Time
  3. Customer Complaints
  4. Cross-Functional Clarity
Before OphoTech Audit
Before OphoTech Audit
  1. High (22%)
  2. Avg 48 hrs
  3. 18,000/month
  4. Low (blame game)
After Root Cause Discovery
After Root Cause Discovery
  1. <10%
  2. <29 hrs
  3. 13,500/month
  4. 100% accountability map

Strategic Value for Clients

Solve real problems, not assumptions
Solve real problems, not assumptions

- Uncover root causes hidden in workflows and data.

Save costs by fixing causes, not symptoms
Save costs by fixing causes, not symptoms

– Optimize at the core, not at the surface.

Unify teams through data-backed diagnosis
Unify teams through data-backed diagnosis
– eliminate the blame game with hard evidence.
Avoid chaos during growth or scale
Avoid chaos during growth or scale
– build operational resilience for expansion.
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