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How eBag scaled from
1500 to 4000 peak
daily deliveries

Ufleet helped eBag achieve 97% on-time deliveries,
increase capacity and improve operational efficiency.

95%
Net Promoter Score (NPS)
220+
Delivery drivers
100k+
Deliveries/month

Ufleet
+
Problem
=
Solution

Growing Volumes

Growing delivery volumes, inefficient and time-consuming manual processes, and a subjective perspective on route planning and deliveries.

Increased Efficiency

Ufleet provided a route optimization software that allows eBag to plan, optimize, and dispatch delivery tasks, thus increasing operational efficiency.

Amazing Results

Light-speed and efficient route optimization, increased delivery capacity, 97% on-time deliveries, and tremendous growth.
“eBag growth plans include expanding the portfolio, along with the number of fulfillment centers, and Ufleet’s route optimization functionality will be key to upscaling the logistical processes.”
Ventseslav Dyankov
Logistics Director at eBag

Delivery operations at eBag

eBag is the market leader in online supermarkets, delivering straight to the customer’s doorstep. The company operates in 8 cities in Bulgaria, 7 days a week. Its portfolio includes groceries, baked goods, farm products, pharmaceuticals, and pet supplies, with plans to expand it over the next years. eBag is driven by growth, efficiency, and customer satisfaction, achieving 40% YoY growth, 97% on-time deliveries, and 95% Net Promoter Score (NPS).

Here are the specifics that mark its delivery operations:

  • Open 8 AM to 11 PM, 363 days (except Christmas & New Year)
  • 1-hour delivery windows
  • Huge delivery volumes daily
  • Delivering in urban and dense zones
  • 1 fulfillment center that serves 8 cities
  • EUR 50m turnover(2024), profitable since 2023

eBag : A History of Growth

Launched in 2014 with 50 000 BGN personal savings of the founder, eBag began its journey with four people and one refrigerated van. The company now grows about 40 % every year—helped at first by the pandemic but kept alive by a carefully selected product range, competitive prices, and strong customer focus. This sustained pace is possible only because its operations run like clockwork: robots pick orders, stocks update in real time, and smart software plans the optimal delivery routes. These tight processes keep costs under control and make sure every order arrives fresh and on time.

eBag: A History of Growth graph from Capital.bg

Challenges of growth
Big growth = Big challenges

Drivers chose their own drop-off order, leading to zig-zag routes, excess mileage, and missed delivery windows.
It was difficult to make a decent diversification of the volume of delivery tasks given to junior vs senior delivery drivers.
1-hour delivery windows that require sophisticated route planning to make it on time.
Dispatchers manually distributed delivery tasks to drivers, only based on their personal acumen, which wasn’t an objective approach.
Route planning depended on a rudimentary route optimization engine, spreadsheets, and printouts - a bottleneck that started to break down with increased volume.
Fulfillment center workers were squeezed by the short window between last order and vehicle dispatch, where a lengthy route planning process was making things worse.
Delivery tasks were distributed by zones, and not by traffic data, delivery windows, driver skills, and route efficiency.
The company started increasing delivery volumes, but didn’t have the technology foundation to support the scale.
WISMO (Where is My Order) calls were increasing straining support teams and affecting satisfaction.

Ufleet to the rescue
Looking for a route optimization solution

The challenges, the increasing delivery volumes, and growth plans led eBag to start looking for a route optimization software. The company needed a solution that would:

  • Improve the logistical efficiency
  • Support eBag’s delivery operation at scale
  • Integrate with other technology already in use
  • Distribute delivery tasks according to driver skills
  • Allow eBag to achieve strict on-time delivery

Ufleet came to be the perfect partner, not only because the software met the requirements, was reliable and fast, but also because the Ufleet team was enormously willing to add additional features and improvements based on what eBag needed.

The implementation was gradual and took approximately 3 months, but the benefits of the platform have been expanding and accumulating over the years.

Eventually, eBag expanded the delivery capacity, decreased delays, improved efficiency, and Ufleet became a significant element of the company’s technology stack.

“Ufleet is a trusted partner that is willing to scale along with us and support us as our business grows by adapting entirely to our needs, which is not common for other software providers.”
Ventseslav Dyankov
Logistics Director at eBag
screenshot of ufleet route optimization

Amazing Results
Ufleet supports eBag’s growth

97% on-time deliveries

eBag prioritizes customer satisfaction and takes on-time deliveries seriously.

Even a second outside of the 1-hour delivery window is considered a delay, and Ufleet helps drivers be 97% on time.

Route optimization at scale

Route planning, route optimization, and dispatching happen fast and precisely.

Ufleet supported eBag to scale from 1500 to 4000 daily deliveries, and become the market leader in the country.

Balanced workload

eBag balances driver workload according to their skills and driving style.

This leads to well-distributed delivery tasks, on-time deliveries, and adequate route planning.

Reliable tech

Ufleet provides 99.99% uptime and light-speed response time regarding questions, problems, and any other kind of support.

For eBag, Ufleet is a business-critical solution, and its reliability gives peace of mind that everything is always under control.

Customizations & flexibility

Ufleet has been open to specific requests and feedback, improving and customizing the software to meet the eBags’ needs.

Ufleet scaled along with eBag, proving the team’s dedication and willingness to support clients as they grow.

Efficient delivery operations

eBag strives for efficiency and efficacy, and Ufleet helps the company achieve it.

Today, eBag manages 220 delivery drivers with only 7 people as logistics and admin personnel.

Deliver more with UfleetTry Ufleet for Free

Testimonials

"eBag growth plans include expanding the portfolio, along with the number of fulfillment centers and Ufleet’s route optimization functionality will be key to upscaling the logistical processes."
"For us, Ufleet is a trusted partner that is willing to scale along with us and support us as our business grows by adapting entirely to our needs, which is not common for other software providers."
"Ufleet allowed us to achieve 97% on-time delivery and significantly increase the delivery capacity."
"There’s almost no downtime with Ufleet, and even if it happens by chance, your response time is impressive. This makes Ufleet the perfect software solution for eBag, as our business is constantly running and cannot afford delays."

You too can reduce costs and improve efficiency with Ufleet

Join thousands of businesses that rely on Ufleet to:
  • plan and optimize delivery routes
  • manage and empower drivers
  • enhance customer experience
  • make data-driven business decisions

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