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Prophet: Experience through Allocation

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Prophet: Great Experience through right Allocation

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Prophet: Experience through Allocation

  1. 1. Prophet: Great experience through right allocation Jayarama Krishnan Director of Product, Flipkart  Jeeves/F1
  2. 2. About Myself https://www.linkedin.com/in/jkrishna/
  3. 3. About Jeeves-F1 Jeeves • Founded in 2007 • Became a Flipkart company in 2016 • One of India’s largest 3rd party service provider. • Primary business is onsite installation / repair • Categories covered – Large, Furniture, Mobiles and SHA • Brand tie-ups - Vu, Samsung, MMX, Panasonic… F1 • Founded in 2012 • Became a Flipkart company in 2017 • Primary business model is customer walk-in repair • Categories covered – Mobility, IT, IT peripherals, AV & Displays and Large appliances. • Brand tie-ups - Apple, Samsung, Sony, Asus etc
  4. 4. How we Operate Complex service Network, with pan-India operations ● 55 Branches ● 138 Walk-in Service centres ● 7 Warehouses ● 400+ Service Franchisees ● 350+ Towns ● 12,000+ Pin-codes
  5. 5. So…what is ‘Fleet Management’ here??? Technicians, part of the Jeeves Field Ops team Skilled to provide specialized services, trained on specific products Scheduled to visit customers based on multiple criteria On the road, 8-10 hours a day
  6. 6. What is the scale? ~1mn service requests during festive period 5000+ technicians providing service 12000+ pincodes coverage 400+ service partners 7 warehouses 1000s of products
  7. 7. The challenge Product - has attributes like dimensions - may require special handling - has features to highlight - may have restrictions Technician - has certain skills - can work on certain products - is more adept at certain tasks - has certain availability - can cover certain areas Customer - lives in a certain address - has expectations & preferences - is not always available Get the right technician to service each customer, to ensure great customer experience while doing so efficiently
  8. 8. The Approach Prophet: Multiple dimensions to match on… • Customer: his location, availability, history and preferences, • Product: specific attributes, special treatment • Business Rules: constraints in terms of when technicians can visit, preferential treatment for Plus customers etc. • Technicians: skill sets, proficiency in each skill, his productivity, pincodes he can cover and his availability • Ticket: service required, promised date, age • Ground realities: traffic and commute time, routes etc
  9. 9. Prophet: Logical View SchedulerCapacity Skills Attendance Allocator Service Requests Customer Preference Product Attributes Business Rules
  10. 10. Prophet is part of a larger fulfillment footprint
  11. 11. Impact Productivity up 8% Speed of Service  0.3d improvement Allocation time  3hrs to <1 min NPS improvement 5 pts Cost Saving  Rs.6.5 / ticket Extent of Breach reduced by 0.8d
  12. 12. What is next Demo Clean Tech knowledge Understand what customers want and match based on that New solvers and algorithms Location intelligence Maps and traffic based allocation Route Planning Scheduled Service
  13. 13. Thank You! jayarama.krishnan@flipkart.com

Prophet: Great Experience through right Allocation

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