All customer stories
JOI Gifts
E-commerce & marketplaces Middle East
JOI Gifts99% SLA adherence for a multi-vendor gift marketplace.
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.
Outcomes
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:
- Multi-vendor pick-up and delivery. Simultaneous pick-ups from different vendors, merged into single deliveries, were hard to coordinate.
- Route optimisation. Working out the most efficient routes by hand hurt SLA adherence and stretched delivery times.
- 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.
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