How SwiftParts Used Packro to 14%→1.8% Return rate reduction
SwiftParts is a B2B automotive parts distributor supplying OEM and aftermarket components to garages, dealerships, and fleet operators across Saudi Arabia from four regional distribution centres.
14%→1.8%
Return rate reduction
60%
Fewer mis-shipments
4.8★
Customer satisfaction score
The Challenge
In automotive parts distribution, sending the wrong part isn't just a fulfilment error — it can create safety issues and damage client relationships that took years to build. SwiftParts was experiencing a 14% return rate, primarily from mis-picks caused by visually similar part numbers stored in adjacent bins.
Their four regional warehouses had no bin-level tracking. Parts were located by warehouse staff memory and paper location sheets — a system that broke down whenever a regular employee was absent.
Processing returns was also a manual operation: each returned part had to be inspected, re-catalogued, and physically re-slotted. The process was taking up to 72 hours per return, and returned items were effectively dead stock during that window.
The Solution
All four warehouses were mapped to bin-level precision in Packro over a single weekend. Each bin was assigned a barcode, and all 28,000 part numbers were slotted with dedicated primary and overflow bins.
Handheld barcode scanners were introduced at the pick stage. When a picker scans an item, Packro cross-references the barcode against the order's required part number and flashes a warning if there's a mismatch — catching errors before they reach packing.
A mandatory scan-at-pack step was added as a secondary check. Packing staff scan all items before sealing a box. If any item fails validation, the order is flagged for supervisor review — a redundant safety net that eliminated the last category of mis-shipments.
Returns processing was digitalised: returning clients initiate a return request in the portal, and Packro auto-generates a return label and re-slotting instruction for the warehouse before the part even arrives back.
"A wrong part in automotive can be dangerous. Packro's bin tracking gave us the accuracy our customers' safety depends on."
RReza Ahmadi
Operations Director, SwiftParts
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