Tata 1mg partners with ClickPost to automate courier allocation and speed up medicine delivery
Tata 1mg has partnered with ClickPost to automate medicine delivery using AI-driven Performance-Based Courier Allocation (PBA). The result: a 10% improvement in delivery speed, better reliability at scale, and a lift in Net Promoter Score (NPS).
For operations teams, this is a clear example of how real-time logistics intelligence trims delays, increases delivery success, and protects the patient experience-especially for chronic medication shipments where consistency matters.
What changed operationally
- Shifted from manual shipment assignment to AI-led courier allocation.
- Allocation now uses live metrics: delivery speed, first-attempt success rate, and reliability by lane.
- Manual intervention removed for most orders; exceptions handled through rules and alerts.
- Biggest gains in metro express lanes and chronic medication deliveries.
Why it matters
Before ClickPost's PBA, Tata 1mg lacked real-time visibility into carrier performance, slowing fulfillment and introducing variance. With automation, couriers are selected based on outcomes, not assumptions.
For chronic care, a steady delivery cadence keeps treatment routines on track. That reliability translates into higher NPS and fewer escalations.
Quotes from the teams
"After using ClickPost's AI automation, we've seen a significant increase in delivery success, and customers are now receiving their medicines faster. The improvement has led to a more efficient supply chain and a noticeable uplift in our customer experience and NPS," said Abhinav Johary, AVP - Supply Chain Operations, Tata 1mg.
"Healthcare delivery demands precision. Medicines cannot arrive late and must meet the highest standards of reliability. The improvement Tata 1mg has achieved shows what's possible when you move from manual allocation to AI-led adaptive systems that respond to real-time performance data," said Naman Vijay, Co-founder and CEO of ClickPost.
Scale and scope
Tata 1mg manages a catalogue of over 800,000 products and serves millions of customers across India. PBA helps maintain service levels across this footprint without linear headcount growth.
Playbook for operations leaders
- Baseline: Measure current delivery speed, first-attempt success rate, NDR/returns, and lane-level reliability.
- Objective function: Weight speed, success rate, and cost per order by product type and lane (e.g., chronic meds vs. OTC; metro vs. non-metro).
- Data plumbing: Stream live carrier KPIs; refresh allocation models intraday.
- Rules and guardrails: Set SLA-based fallbacks, blacklist poor lanes, and throttle carriers during outages.
- Exception handling: Auto-flag high-risk orders; route to proactive outreach or alternate courier.
- Experimentation: A/B test allocation strategies and run weekly postmortems by lane and product class.
- Feedback loop: Tie NPS and complaint codes back to allocation decisions to refine weights.
KPIs to track weekly
- Delivery speed (by lane, by product type)
- First-attempt delivery success and NDR rate
- RTO/returns and cost-to-serve
- On-time delivery percentage against SLA tiers
- NPS impact for chronic vs. non-chronic orders
Helpful resources
- ClickPost logistics intelligence
- What NPS measures and how it ties to operations
- AI and automation resources for ops teams
The takeaway for operations: automate the decision, keep humans for exceptions, and let real-time carrier performance pick the lane. That's how you bank predictable delivery speed at scale.
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