Dilayani Tokopedia: Bridging Buyers and Sellers With Smart Warehouses and Fast Fulfillment Services
We live in an era in which change and improvement are constantly sought after — not necessarily because a product or service is not up to standard, but because we hope to constantly improve them from what they were before. At Tokopedia, with every product, service, or feature we release, we ask ourselves a follow-up question: “What can we do next to improve and make it better?” This mentality is part of our DNA and a value we like to call: #MakeItHappenMakeItBetter.
Indonesia is made up of thousands of islands, provinces, and regions, and they are all home to our loyal buyers and sellers. As part of our goal to build a reliable bridge between them, our products and services should be able to connect our buyers and sellers efficiently and smoothly. One of our dedicated teams, Dilayani Tokopedia (Fulfilled by Tokopedia), or formerly known as TokoCabang, is constantly creating and improving efforts to achieve that goal by amplifying their standards to deliver goods within just a few hours. Erwin Dwi Saputra, AVP of Fulfillment Tokopedia, gives us a broader explanation on what Dilayani Tokopedia is all about.
“Dilayani Tokopedia is a fulfillment service that enables our sellers to easily store their products in smart warehouses across high-demand areas. Not only can sellers benefit from this service, but our buyers as well. Because the products are closer to their homes, the cost of shipping them will be significantly lower and delivery time much shorter.”
The team behind Dilayani Tokopedia
Erwin started his journey at Tokopedia in 2018. Initially, the Fulfillment team only had five members, but it has grown to occupy one whole floor in Tokopedia Tower. In terms of workstream, the team is divided into business and product divisions. Nakama in the business division focus on the supply, demand, and overall strategies. As for Nakama in the product division, they are responsible for overseeing our buyers, sellers, and their warehouse experience.
Currently, Dilayani Tokopedia offers a guaranteed maximum delivery time of four hours for intracity orders and 48 hours to other cities after payment. To deliver this promise, a lot of effort is made by the Dilayani Tokopedia team. This includes educating both our buyers and sellers on how to discover the service, ensuring smooth end-to-end operations in the warehouse, and most importantly, making sure that our buyers and sellers can reap the benefits from this service. Hence, having a growth mindset and being agile enough to keep up with rapid growth is necessary to deliver only the best service.
“The purpose of Dilayani Tokopedia comes from the question: ‘It’s true that most sellers are located in Jakarta, but how do we make sure buyers across Indonesia receive the same opportunities?’ We align our purpose with Tokopedia’s mission to democratize commerce through technology. That’s why it is part of our goal to ensure our users can enjoy the same experience, no matter where they are. Everyone should be able to have a wide selection of products and get them easily and efficiently.”
Tokopedia’s mission also inspired the team to rebrand Toko Cabang into Dilayani Tokopedia. The new name is intended to reiterate and highlight the value of reliability, with which buyers are ensured to receive the best quality products, as well as a premium shopping and service experience. What’s more, the team also has numerous projects for Dilayani Tokopedia in the pipeline:
- Improved product selection, especially products that are needed quickly, such as hygiene products, children’s products, stationery, and more.
- Expanded warehouse locations to cover regions across the country, such as Makassar, Palembang, Bali, and eight more cities in 2022. In the meantime, buyers located in the Jakarta, Bandung, and Surabaya area are still able to use the service.
- Improved seller fulfillment experience, which includes storing their products in our warehouses, managing their stock, and more.
- Improved buyer experience by providing more benefits, faster delivery times, a “one fulfillment, one checkout” experience, free returns, free shipping (Bebas Ongkir), and more.
What started as a simple wish — to give everyone the same opportunity to shop and receive products in a timely fashion — was successfully elevated by Erwin and his team and turned into a great mission.
These improvements are only a fraction of what the team has planned for 2022 and the following years. There are many ways to connect one person to another. In the case of Tokopedia, we believe the best way to connect buyers and sellers is through technology, as it enables us to enter the future without limitations caused by distance and time.
