Case Study: Ekart achieves secure, efficient last‑mile delivery communication with Exotel

How Exotel helps Ekart connect their delivery agents and customers while maintaining privacy and offering superior communication

Ekart, India’s largest logistics company delivering over 10 million shipments a month, faced the challenge of reliably connecting delivery agents with customers while protecting customer phone numbers and reducing costly last‑mile inefficiencies. To address this, Ekart partnered with Exotel and adopted Exotel’s solutions for Last Mile Delivery Tracking, Number Masking and Customer Connect after experimenting with Exotel’s APIs at a hackathon.

Exotel implemented a call‑bridge and masked‑number workflow (calls originate with a PIN and Exotel routes the conversation), plus bridge conferencing for agent–customer interactions, making pre‑delivery calls a standard operating procedure. The result: secure, traceable calls that shield customer numbers, let Ekart monitor agent conduct to handle escalations, eliminate the manual task of calling ~200 people a day, and save time and travel costs—delivering measurable operational improvements and higher productivity thanks to Exotel.

Ekart

Satish Chugh

Senior Manager- Last Mile Design