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Pilgrim Boosts Logistics Efficiency and CX With ClickPost
The Rise of Pilgrim and the Obstacles Behind the Scenes
Pilgrim, a rapidly growing online-first beauty and personal care brand, has made a name for itself by offering premium self-care products. With a digital-first approach, the brand has quickly built a loyal customer base, driven by innovation, quality, and a commitment to customer satisfaction.
As the business expanded and started handling over 200k+ shipments a month, Pilgrim faced certain roadblocks in managing logistics at scale. Tracking shipments across multiple courier partners became a logistical challenge. To continue delivering the seamless service their customers expected, Pilgrim realized that they needed a solution that could bring visibility, streamline communication, and help scale their logistics seamlessly.
To better understand how Pilgrim tackled these challenges, we sat down with Anirudh Likhite, the VP of Supply Chain and Procurement at Pilgrim. In our conversation, he shared the journey of how Pilgrim’s partnership with ClickPost began and how the collaboration helped them optimize their supply chain operations.
Together, they were able to turn logistics challenges into opportunities, transforming Pilgrim’s operations into a well-oiled machine that ensures a smooth, efficient delivery process.
The Operational Challenges Pilgrim Needed to Overcome
Like many fast-growing brands, the team found themselves dealing with complexities that hindered their ability to deliver the seamless experience their customers deserved.
1. Limited Shipment Visibility
For high-volume D2C operations, tracking order status across multiple touchpoints becomes increasingly complex.
“It’s very difficult to know what exactly is happening at the ground level, for our customers to know where their orders are, at different points in time,” notes Pilgrim's innovative VP of Supply Chain.
Pilgrim needed a way to have visibility into every step of the delivery journey, from dispatch to delivery.
2. High Customer Query-to-Order Ratio
Pilgrim faced a growing challenge in handling customer queries. Pilgrim needed a solution that could not only handle these inquiries but also proactively inform customers about their order status, reducing uncertainty and building trust.
3. The Need for Supply Chain Excellence
As Pilgrim's D2C operations grew rapidly, the brand needed a logistics system that could scale with its success. With significant order volumes and a complex supply chain, Pilgrim realized that it needed to invest in a solution that would optimize operations at every stage.
Anirudh emphasizes, “As a brand that is online-first you know, driving D2C in a big way that’s doing a significant number of orders a month.”
4. Fragmented Courier Coordination
Managing multiple courier partners meant juggling different SLAs, performance metrics, and reporting systems. Pilgrim was in search of a centralized platform that could bring all courier partners onto the same page, making coordination easier and helping the team stay on top of performance consistently.
How Pilgrim Found the Right Partner in ClickPost
With increasing order volumes and a diverse set of courier partners, Pilgrim realized they needed a more cohesive and efficient way to handle their logistics. The team knew that to continue delivering the quality experience they were committed to, they needed a system that could provide better visibility and improve communication across the supply chain.
That’s when they began exploring ClickPost, looking for a partner that could support their growing needs.
As Anirudh Likhite, the VP of Supply Chain and Procurement, puts it, “My association with Clickpost began, you know, a few years ago. So it’s been a long and really strong partnership and association, that I’ve had with ClickPost.”
Working Together to Bring Clarity to Pilgrim’s Logistics
The journey together wasn’t about turning things around overnight but about evolving together to create a system that would support Pilgrim’s vision for growth while ensuring that every customer interaction remained seamless.
1. Real-Time Tracking and Visibility
By implementing a unified tracking system, Pilgrim now has full visibility into every step of the delivery journey. This transparency allows the team to monitor shipments in real time, resolve issues proactively, and ensure that customers are always informed about their orders.
In Anirudh Likhite’s words, “And I think that’s where Clickpost really cuts through all of that chaos. With the advent of ClickPost, our customer query to order ratio has been significantly controlled by better tracking and better visibility to our customers.”
2. Proactive Customer Communication
Using the new system, Pilgrim can now automatically update customers at every stage of their order’s journey. This proactive communication has not only reduced the volume of customer inquiries but also built greater trust with customers.
Their VP of supply chain also adds, “Our communication to our customers is a lot stronger.”
3. Streamlined Courier Coordination
With the new system in place, Pilgrim and their courier partners are now truly on the same page. By having a centralized platform to monitor key performance metrics and delivery status, both teams can coordinate more effectively and align on expectations. This seamless collaboration ensures that everyone is working towards the same goal—reliable, on-time deliveries.
Anirudh Likhite explains, “Our coordination, and you know, our courier partners and us, speaking the same language, looking at the same metrics, the same numbers, is significantly, aligned.”
4. Enhanced Operational Efficiency with an Intuitive User Interface
One of the key factors that made the transition smoother for Pilgrim was the user-friendly interface of the new system. The platform's intuitive design meant that Pilgrim's team could easily adopt and integrate it into their daily workflow without needing extensive training. This ease of use helped the team quickly adapt to the new system, enabling them to focus on optimizing logistics and scaling their operations.
Anirudh Likhite endorses this by saying, “I think what I like about ClickPost is the easy user interface, the way anyone can easily understand and start using it.”
5. Comprehensive Analytics and Benchmarking
Now, Pilgrim can keep an eye on their operations with real-time, actionable insights that enhance decision-making at the ground level. By leveraging the real-time insights, their team can make faster, data-driven decisions, helping them move closer to their goal of streamlined logistics and an exceptional customer experience.
Key Takeaways: What Pilgrim’s Journey Taught Us
Pilgrim’s collaboration with ClickPost has yielded valuable insights that are key to scaling operations in the D2C space:
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End-to-end visibility drives better decision-making and improves customer trust.
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Real-time updates and proactive communication significantly reduce customer inquiries.
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Streamlined coordination with courier partners ensures smoother operations and quicker resolutions.
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Stronger coordination with courier partners leads to faster deliveries and better overall service.
A Shared Vision for Seamless Growth
As Pilgrim’s logistics operations grew, they needed a solution that would allow them to manage both the big picture and the day-to-day details effectively. The goal wasn’t just about keeping things running smoothly—it was about creating a logistics process that could grow alongside the brand and adapt to new challenges as they arose.
With a solid foundation in place, Pilgrim and ClickPost are now looking forward to carrying this momentum into the future, fostering continuous improvement, scaling efficiently, and ensuring that the logistics process remains aligned with the brand’s evolving needs as they continue to grow.
As Anirudh Likhite described: