# JOI Gifts — 99% SLA adherence for a multi-vendor gift marketplace.

Source: https://fleetroot.com/case-studies/joi-gifts
Sector: E-commerce & marketplaces · Location: Middle East

JOI Gifts delivers happiness to doorsteps across the Middle East from hundreds of vendors. Fleetroot turned complex multi-vendor pick-ups and deliveries into a predictable, trackable flow.

## Key results
- 99% — SLA adherence
- -90% — service time
- 65% — customer retention

## The challenge

A marketplace model with many vendors and a wide product range created specific problems:

1. **Multi-vendor pick-up and delivery.** Simultaneous pick-ups from different vendors, merged into single deliveries, were hard to coordinate.
2. **Route optimisation.** Working out the most efficient routes by hand hurt SLA adherence and stretched delivery times.
3. **Order visibility for customers.** Without live tracking, customers were left guessing — and calling.

## The solution

JOI Gifts adopted Fleetroot's intelligent order pooling engine:

- **SLA-aware scheduling & routing** — pick-ups and drops are sequenced automatically around time windows and vendor readiness.
- **Pick-up visibility for vendors** — vendors see when a rider is on the way, so orders are ready at the counter.
- **Live tracking for customers** — accurate ETAs and tracking links replace "where is my order?" calls.

## The results

The partnership delivered measurable improvements:

- **99% SLA adherence** — accurate routing and scheduling turned promises into on-time deliveries.
- **Service time down to 10%** of the previous duration thanks to intelligent routing.
- **Customer retention up to 65%** as transparency and communication improved.