Palmonas - Supply Chain & CS Operations Metrics

Active Channel Preset: D2C Channel (All Facilities)

Fulfillment Pulse Click any card to open raw orders modal

Cumulative Orders: 100,983 • Fulfillment Rate: 96.4%

Pending At WH Increff

2,095

303 Picking • 335 Packed Drill →

Ready to Ship WH Staging

1,135

354 Added Today Drill →

Forward Pending Clickpost

1,045

Courier Pickup Drill →

In-Transit Fleet Logistics

7,588

Delivered: 80,439 Drill →

SLA Breaches (>8h) Urgent

349

16h+: 205 • 8-16h: 144 Resolve →

Increff WMS • Live Operations Pipeline

Today's Fulfillment Stages (15/10/2026)

1. Order Received

1,055

Shopify Synced

2. Fulfillable

Stock Verified

3. In Picking

303

Picklists Out

4. Packed

335

Barcoded & Boxed

5. Ready Dispatch

354

Manifest Ready

6. Transporter Rcvd

Courier Scanned

7. Cancelled

0 Transporter Rej

Daily Reconciliation Matrix

Historical performance with 1-click raw order drilldown per day.

Date	Shopify Recv	Cancelled	Picking	Packed	Ready Dispatch	Shipped	Forward Pend	Fulfillment %	Delivered	In-Transit	RTO	Raw Orders

In-Transit Active Fleet

7,588

107,483 total attempts made

Confirmed Delivered

80,439

89.6% Success Rate

Total RTO Returns

9,298

9.13% Logistics Return Rate

⚠️ RTO Without Attempt

263

Carrier dispute escalation

Courier Partner Performance Breakdown

Live delivery speed, delivery success rate, and RTO ratios per courier partner.

Click any partner to drill down into raw orders

Courier Partner	Total Allocated	Delivered	Delivery %	RTO Count	Avg Transit Days	SLA Status	Action

RTO Root Cause Breakdown

Detailed categorization of non-delivery causes reported via Clickpost Webhooks.

Active Picking Backlog

303

Avg Pick Speed: 14.2 min

Active Packing Backlog

335

Avg Box Packing: 6.8 min

Manifest Ready Dispatch

354

321 pending transporter arrival

Today Warehouse Output

1,025

97.1% Shift Completion

Hourly Warehouse Throughput (Wadki Facility)

Tracking picking and boxing velocity across operational work shifts.

Shift Hour	Items Picked	Boxes Packed	Dispatched to Transporter	Throughput Rate

Executive Summary • Management Cockpit

D2C & Darkstore Performance Review

Total Cumulative Turnover

₹34.2 Cr

Cumulative Volume

100,983 orders

318,649 units

Fulfillment Success

96.4%

97,317 orders fulfilled

Darkstore Same-Day Rate

76.92%

Delhi, Mumbai, Bangalore

Split-Order Percentage

42.65%

Multi-facility routing

Darkstore Facility Performance Matrix

Delivery %, re-attempt rates, and open orders backlog across Zippee Delhi, ER Mumbai, Shiprocket BLR.

Exact mapping to Google Sheet

Facility / Store	Type	Orders Allocated	Attempted	Delivered	Delivered %	Re-Attempt	Open Orders D-1	Health Status	Drilldown

Facility Order-Split Routing Matrix

Orders split between Wadki main warehouse and urban darkstores.

SLA Breach & Risk Summary (Executive View)

Breakdown of the 349 orders currently exceeding dispatch turnaround.

Delayed > 16 Hours (Critical Escalation) 205 orders

Delayed 8 - 16 Hours (Warning Zone) 144 orders

Telephony Operations Source: Summary-Auto & CRR Sheet (1_gTk6qbV66G-AEI_aZ-Qhk5btunDkcb0OJ5O-pRFhqs)

Customer Support & Resolution Rate (CRR) Dashboard

Live reconciliation of telephony call logs, resolution velocity (CRR%), Average Handle Time (AHT), and Level 1 support bifurcations.

📥 Export CS CSV

Total Calls Logged

227,489

Oct '25 – Oct '26

Avg Resolution (CRR%)

71.8%

Target ≥ 80%

Avg Handle Time (AHT)

05:22 min

Down from 11:47 min

Latest Daily CRR%

94.0%

Recorded on 11/10/2026

First Response Time

14 min

Target ≤ 30 min

CSAT Score

4.3 / 5.0

88% Positive Rating

Chart 1: Month on Month CRR% Trend

Call Answered Rate (%) over 13 consecutive months

Area Gradient

Target SLA: ≥ 80% (dashed line) Peak: 93% (Jun '26)

Chart 2: Inbound Calls vs Answered Calls

Answered call volume against Grand Total inbound calls

Clustered Volume

Answered Calls Total Calls

Chart 3: Average Handle Time (AHT) Efficiency

Call handling duration in minutes (Significant decline from 11:47 peak)

AHT Minutes

Target AHT: ≤ 05:00 min Current AHT: 06:49 min (Oct '26)

Chart 4: Day-Wise Resolution % (CRR Daily Pulse)

Daily CRR trend across recent call dates (27 Sep – 11 Oct)

Daily Area

Range: 27 Sep – 11 Oct Latest: 94.0%

Level 1 Support Issue Categories

Month-wise bifurcation of customer complaint drivers

100% Normalized

Complaint Category	Share %	Volume	Avg AHT	Drilldown

Active CS Escalations & Support Queue

Live ticket queue requiring customer resolution

142 Open Tickets

Ticket ID	Customer / Order	Category	Priority	Status

Order & Fulfillment Dashboard

Fulfillment Pulse Click any card to open raw orders modal

Today's Fulfillment Stages (15/10/2026)

Daily Reconciliation Matrix

Courier Partner Performance Breakdown

RTO Root Cause Breakdown

Hourly Warehouse Throughput (Wadki Facility)

D2C & Darkstore Performance Review

Darkstore Facility Performance Matrix

Facility Order-Split Routing Matrix

SLA Breach & Risk Summary (Executive View)

Customer Support & Resolution Rate (CRR) Dashboard

Chart 1: Month on Month CRR% Trend

Chart 2: Inbound Calls vs Answered Calls

Chart 3: Average Handle Time (AHT) Efficiency

Chart 4: Day-Wise Resolution % (CRR Daily Pulse)

Level 1 Support Issue Categories

Active CS Escalations & Support Queue

SLA Delayed Orders (>16 Hours)

Fulfillment Pulse Click any card to open raw orders modal

Today's Fulfillment Stages (15/10/2026)

Daily Reconciliation Matrix

Courier Partner Performance Breakdown

RTO Root Cause Breakdown

Hourly Warehouse Throughput (Wadki Facility)

D2C & Darkstore Performance Review

Darkstore Facility Performance Matrix

Facility Order-Split Routing Matrix

SLA Breach & Risk Summary (Executive View)

Customer Support & Resolution Rate (CRR) Dashboard

Chart 1: Month on Month CRR% Trend

Chart 2: Inbound Calls vs Answered Calls

Chart 3: Average Handle Time (AHT) Efficiency

Chart 4: Day-Wise Resolution % (CRR Daily Pulse)

Level 1 Support Issue Categories

Active CS Escalations & Support Queue

Raw Orders

Customer Support Ticket Explorer

SLA Delayed Orders (>16 Hours)