A Comprehensive Case Study

How BB Matrix
transformed Big Basket’s
Supply Chain
Company About
Founded: 2011

Operations: 50+ Cities
Big Basket, founded in 2011, is one of India’s largest online
bigbasket.com grocery stores, delivering 15M+ orders per month.Big
Basket’s mission was to provide their customers with a
Business lines seamless and convenient shopping experience.

BBNow, Fresho, BBDaily, BBExpress

But, Big Baskets’ major challenge was disjointed Order
Region Management System (OMS), Warehouse Management
India System(WMS) and Transport Management System(TMS).
Each worked in silos, leading to communication gaps and
data leaks, leading to operational inefficiencies, delays in
delivery, and lower CSAT. 



An in-house comprehensive Supply Chain Management

(SCM) solution, TATA BB Matrix, was built to unify the
disjointed systems and help Big Basket scale. 

This report examines how Big Basket leveraged TATA BB

Matrix's comprehensive next-gen Supply Chain
Management (SCM) solution, to transform its supply chain
and become a trailblazer in the global grocery market.

India’s Leading Online Grocery Store

Dec 2011
Launch Month
59
Cities
50K+
Products 1,000+ Brands

15Mn+
Monthly Orders
16x
Revenue Growth FY15-FY19
25.0
Million Registered Customers

˜85%
Repeat Orders

18Mn
Monthly Unique Visitors
28K
employees; 12K employees

Loyal Customer base from lower income group
Challenges
Big Basket faced several challenges in its supply chain operations:

Inefficient Order Management

Big Basket had to handle a vast number of customer orders daily, leading to order
management complexities, potential errors, and delays in processing.

Inventory and Warehouse Challenges

Poor inventory visibility and inefficient warehouse management led to stockouts / overstocking,
and increased holding costs.

D j is ointed Last-Mile Delivery

The lack of coordination between order processing, warehouse management, and last-mile
delivery resulted in inefficiencies and increased delivery times.

TATA BB Matrix Supply Chain Management Solution

Order Management System (OMS)

The OMS provided by TATA BB Matrix streamlined Big Basket's order processing and improved
overall efficiency. Key features and benefits of the OMS implementation included:

Centralized Order Processing

The OMS consolidated all incoming orders from
various channels, such as the website and mobile app,
into a single platform. This allowed Big Basket to
manage orders efficiently, reducing errors and delays.

Real-Time Order Tracking

The OMS provided real-time visibility of orders from
placement to delivery, allowing customers and
customer service teams to track orders' progress
accurately.

Order Prioritization and Assignment

The OMS automatically prioritized orders based on
delivery schedules and assigned them to the nearest
warehouses or fulfillment centers, optimizing last-
mile delivery.
Warehouse Management System (WMS)
The WMS implementation facilitated efficient management of Big Basket's warehouses and
inventory. Key features included:

Inventory Visibility
WMS provided real-time visibility of inventory levels,
enabling better demand forecasting, reduced
stockouts, and optimal inventory management.

Warehouse Process Automation

WMS automated various warehouse processes, such
as order picking and packing, leading to increased
efficiency and reduced human errors.

Quality Control and Compliance

WMS ensured quality control and compliance with
food safety standards, minimizing the risk of product
recalls and reputational damage.

Transport Management System (TMS)

The TMS played a crucial role in enhancing Big Basket's last-mile delivery operations. The key
aspects of TMS implementation were:

Route Optimization
TMS optimized delivery routes based on factors like
traffic conditions, distance, and delivery time windows.
This resulted in reduced delivery times and improved
resource utilization.

Vehicle Tracking and Management

Real-time vehicle tracking allowed Big Basket to
monitor the location and performance of delivery
vehicles, ensuring efficient delivery operations.

Capacity Planning
TMS provided predictive capacity planning, enabling
Big Basket to allocate resources effectively during peak
demand periods and achieve on-time deliveries.
Industry First Solutions to enhance
customer experiences

Slot-Based Delivery Location Intelligence Route-Based Picking

Products delivered at 
 Get accurate GPS co- Improved operational
the date & time of the ordinates of your customers efficiency with exact route
customer's liking. to enable on-time delivery. picking and delivery

Instant Returns Dark Stores Security Token

No questions asked return on Click-and-collect warehouse Multi-factor authentication to
delivery and instant refunds systems to enable omnichannel enable secure deliveries.
buying experience.

IMPACT
Delighting Customers, One Logistics
Delivery At a Time On Time Delivery (99.9%)
Delivery Efficiency/orders
See how TATA BB Matrix helped BigBasket deliver exceptional per route
buying experiences to their customers and scale to one of the
largest online grocery stores in the world.
WMS
Enhanced Customer Experience Fill Rate (WYSIWYG)
The integrated SCM solution streamlined the entire (99.8%)
supply chain, resulting in faster order processing, Pick Efficiency/
accurate delivery tracking, and on-time deliveries. This quantities picked per
significantly improved the overall customer experience hour per picker
and loyalty.
Improved Operational Efficiency Procurement
TATA BB Matrix's SCM solution optimized Big Basket's Availability (96.5%)
warehouse operations, inventory management, and Inventory days
last-mile delivery, leading to cost savings and (12-17 days)
increased productivity.
Accurate Demand Forecasting
With real-time data and advanced analytics, Big Basket could accurately forecast
demand, leading to better inventory planning and reduced wastage.

Seamless Integration
The seamless integration of OMS, TMS, and WMS allowed for data transparency
and smooth flow of information across the entire supply chain, eliminating
communication gaps and inefficiencies.

Scalability and Flexibility

The modular design of TATA BB Matrix's SCM solution allowed Big Basket to scale
its operations easily and adapt to changing market demands.

conclusion
TATA BB Matrix's Supply Chain Management solution played a pivotal role
in transforming Big Basket into one of the world's leading online grocery
stores. The integration of OMS, WMS, and TMS provided a comprehensive
end-to-end solution that streamlined Big Basket's supply chain operations,
improved operational efficiency and enhanced customer satisfaction. With
accurate demand forecasting, real-time tracking, and optimized last-mile
deliveries, Big Basket continues to thrive in the highly competitive e-grocery
market, setting a benchmark for others to follow.