As a high-scale e-commerce marketplace, Snapdeal faced recurring last-mile challenges that directly impacted logistics cost and customer experience. Unverified Cash-on-Delivery (COD) orders increased the risk of cancellations and Return-to-Origin (RTO) losses. At the delivery stage, failed attempts due to customer unavailability created avoidable reattempts, higher operational load, and poorer customer satisfaction. Snapdeal also needed a faster, more reliable way to capture non-delivery reasons in real time so teams could intervene quickly and prevent delays from cascading across the delivery network

Snapdeal partnered with Times Mobile to deploy an intelligent, automated IVR + Text-to-Speech (TTS) system that verified COD intent and strengthened last-mile delivery outcomes at scale. For COD orders, customers received an automated call that read out key order details and offered a simple confirmation flow—Press 1 to confirm or Press 2 to cancel—enabling verification before dispatch and helping reduce avoidable RTO. For delivery, an automated call was triggered when the agent reached the customer; if the customer didn’t connect or declined, it acted as a non-delivery report trigger, enabling faster visibility into last-mile issues and quicker interventions.

With Times Mobile’s automated IVR + TTS outreach embedded into its logistics flow, Snapdeal was able to run multi-million automated calls monthly at pan-India scale while sustaining an 80%+ pickup ratio. The solution delivered real-time COD verification and faster visibility into last-mile delivery issues through automated non-delivery reporting—helping reduce fraud risk, lower RTO incidents, and cut down failed delivery attempts. Overall, Snapdeal improved logistics efficiency and strengthened the customer experience with scalable, automated voice communication.