How RoroSaur Reduced RTOs by 28% With Dedicated Human-Led Delivery Support ?
Category : FMCG Products
Solution : Shift Shipping Software
About the Brand
RoroSaur is a homegrown baby nutrition brand built on grandmother-inspired recipes combined with modern food science. The brand offers fruit and vegetable purees, millet porridges and yogurt melts—100% natural, with no preservatives, additives, salt or sugar.
With a 68% repeat purchase rate and selection as the only baby food brand served on Air India flights, RoroSaur has earned deep parent trust. As order volumes grew, the challenge shifted from demand generation to ensuring safe, timely and reliable delivery of perishable products—every time.
Key Results at a Glance
Faster Response Times
NDR Resolution Time
Reduction in RTO
Daily Delivery Reliability
The Challenge
Before partnering with Shift, RoroSaur struggled with operational gaps that directly affected product freshness and parent confidence:
High RTO rates: caused by missed OTPs, address errors and failed coordination.
Slow NDR handling: (48–72 hours) through ticket-based aggregator systems.
No proactive customer communication leading to repeated failed attempts.
Fragmented support with no ownership, accountability or escalation control.
Limited visibility into courier performance for perishable shipments.
For a baby nutrition brand, every delay impacts shelf life, customer trust and repeat sales. RoroSaur needed a logistics partner who understood that a failed delivery is not just a loss—it’s a breach of parent confidence.
Shift's Solution
Dedicated Support & Single Point of Contact Shift assigned a well-trained support team that took complete ownership of delivery communication and issue handling. No bots. No ticket queues. Just real people who understood the urgency behind every RoroSaur order.
95% Faster Response Times: Shift reduced response times from 4–6 hours to under 15 minutes. Faster action meant issues were resolved before they escalated, and parents received timely updates—reinforcing reliability.
Proactive NDR Calling & Address Verification: Instead of waiting for deliveries to fail, Shift’s team contacted customers during an NDR event to confirm address details, availability and preferred delivery windows. This reduced failed attempts and protected fresh inventory.
NDR Resolution in Under 12 Hours: Shift compressed NDR resolution cycles from 48–72 hours to <12 hours. For a perishable brand, this improvement directly contributed to better delivery outcomes and fewer write-offs.
Courier Performance Tracking & Zone-Level Insights: Shift provided actionable data on courier delays, underperforming zones and delivery trends. RoroSaur used these insights to optimize courier selection and improve serviceability.
A Partner, Not a Vendor: Shift treated every delivery as a responsibility, not a ticket. The team brought urgency, empathy and ownership—critical values for a category that serves infants and parents.
| Metric | Before | After | Improvement |
|---|---|---|---|
| Response Time | 4–6 hours | Under 15 min | 95% faster |
| NDR Resolution | 48-72 hours | <12 hours | 75% faster |
| RTO Rate | High | Reduced by 28% | Lower losses |
| Customer Communication | Reactive | Proactive & personal | Higher trust |
| Support System | Ticket-based | Dedicated team | Real ownership |
| Delivery Reliability | Inconsistent | Consistent daily operations | Stronger brand trust |
Key Takeaways
- Proactive NDR communication prevented delivery failures and protected perishable inventory.
- Under-12-hour NDR handling preserved freshness and improved parent confidence.
- 95% faster response times enabled real-time issue resolution.
- Courier-level insights helped RoroSaur optimise delivery zones
- Dedicated support created emotional trust and operational reliability
- A single point of contact ensured consistent communication and faster resolutions
What Twillo Story’s Founder Says
“Shift didn’t just improve our logistics—they became a true partner in building trust with our customers. Their proactive calls, fast responses and genuine accountability made a huge difference. When you’re delivering baby nutrition, reliability isn’t optional—and Shift understands that deeply.”
— Harshi Thodima, Founder, RoroSaur.
Ready to Transform Your Shipping Experience?
If your D2C brand deals with perishables, time-sensitive deliveries or high RTOs, Shift can help you build a reliability-first logistics operation that protects product quality and strengthens customer trust.