Case Study: Tesco Direct reduces order enquiry response time from days to 15 seconds with MetaPack Delivery Manager

Reduction in order enquiry response time from days to seconds

Tesco Direct, Tesco’s non-food e-commerce site, faced a complex direct-ship supply chain: in 2013 it processed around 500,000 orders a year through 126 suppliers, each using different carriers. That fragmented model caused heavy administrative overhead and slow customer responses—an average of eight phone calls per enquiry and roughly £1 million in annual costs—so Tesco Direct partnered with MetaPack to streamline delivery management using MetaPack Delivery Manager and virtual warehouse capabilities.

MetaPack ran a six-month supplier onboarding programme, configured each supplier with a virtual warehouse in MetaPack Delivery Manager and gave Tesco Direct customer service full visibility of carriers and tracking. The result: Tesco Direct is on track to cover about 80% of order volume through MetaPack, cut order-enquiry response time from days to 15 seconds, and significantly reduced the administrative burden and inbound customer calls.

Tesco Direct

Ed Osborne

Dropship Operations Manager