Last-Mile Delivery Innovation for Keells Supermarkets
Overview
Keells Supermarkets, a subsidiary of John Keells Holdings PLC (JKH) – the largest conglomerate listed on the Colombo Stock Exchange, has long been a cornerstone of Sri Lanka’s FMCG retail sector. Known for its strong nationwide presence and customer-first approach, Keells has built its reputation on delivering convenience, quality, and innovation to consumers across the country.
As online grocery shopping rapidly grew in popularity, Keells identified that last-mile delivery had become a most critical link in the customer satisfaction chain. Delays, inconsistent communication, and lack of real-time tracking were challenges faced by both customers and drivers. To bridge this gap and redefine delivery efficiency, Keells partnered with FINAP Worldwide to develop a cutting-edge Last-Mile Delivery (LMD) platform tailored specifically for the retail sector.
Objectives
• Digitize and automate the final step of online order fulfillment for better speed and reliability.
• Connect drivers and outlets seamlessly through an intelligent, real-time system.
• Enhance customer satisfaction with precise, transparent delivery tracking and communication.
• Integrate the solution directly with Keells’ online ordering portal for a frictionless experience.
• Create a scalable logistics framework that supports Keells’ growing e-commerce operations.
Solution
FINAP designed and developed LMD (Last-Mile Delivery), an advanced delivery coordination platform engineered to optimize and simplify the final leg of the retail supply chain.
The application acts as a smart intermediary between the supermarket’s online ordering system and a network of registered drivers. Once a customer places an order, the system instantly alerts the nearest store to prepare the items and simultaneously notifies the closest available drivers via a mobile app. Using real-time GPS integration, the LMD platform assigns the most suitable driver based on location, delivery priority, and workload balance, ensuring timely and cost-efficient deliveries.
Key Features of LMD
• Interactive Map: Provides real-time navigation with GPS integration for efficient route planning.
• Real-Time Notifications: Keeps customers, stores, and drivers informed at every stage of the delivery.
• Smart Order Matching: Uses intelligent algorithms for optimal order-driver pairing, minimizing idle time.
• Seamless Integration: Works smoothly with Keells’ existing online ordering portal and back-end systems.
• User-Friendly Interface: Offers an intuitive UI for drivers and administrators to manage tasks effortlessly.
• Master Data Management: Centralizes driver and vehicle information for better operational control.
• Regulatory Compliance: Adheres to data protection standards and ensures customer information security.
By leveraging FINAP’s technical expertise, Keells gained a fully integrated, real-time logistics solution capable of scaling across its growing online retail operations. The system’s modular architecture allows easy future enhancements, from predictive delivery analytics to automated dispatch scheduling.
Impact
The deployment of FINAP’s LMD platform has revolutionized how Keells manages its online order fulfillment. The solution significantly reduced delivery delays, improved customer satisfaction, and enhanced operational efficiency across hundreds of outlets.
Today, Keells’ delivery operations are faster and smarter, powered by automation, real-time data, and a driver ecosystem that adapts dynamically to consumer demand.
“I want to express my gratitude to FINAP for their technical expertise and work ethic, which have been crucial in overcoming our software development challenges.”
– Mr. Osanda Warnakulasuriya
Vice President, John Keells Holdings PLC