The Flipkart Delivery Hub in Aizawl, Mizoram, embodies resilience and dedication. The team goes beyond deliveries to provide access and convenience to the community. Although no two days are the same, the one thing that continues is Flipkart packages reaching their rightful doorsteps. The team syncs their schedules with the Sun, ensuring deliveries are made well before the day ends. They navigate steep roads and foster digital literacy among customers - all in a day's work. Read on as members of one of Flipkart's most remote hubs share their journey.
In the misty hills of Aizawl, Mizoram, where houses perch on steep slopes and winding roads give way to narrow footpaths, delivery is more than a task – it’s a commitment. For Flipkart Wishmasters, the final leg often means carrying packages on foot, navigating the rugged terrain to reach customers’ doorsteps. But this effort is not just about logistics, it’s about bridging a gap.
In a city where access to a wide range of products was once a challenge, e-commerce has transformed lives. “Through Flipkart, customers in Aizawl can now shop for the same variety and convenience as the rest of India, opening doors to possibilities that were once out of reach,” says R. Lalramengi, the Hub-In-Charge at the Flipkart Delivery Hub in Aizawl.
She adds, “The biggest advantage of e-commerce is the convenience it brings – not just for me, but for the customers, friends, and family I see benefiting from it every day. We no longer need to travel long distances to shop or rely on others to buy what we need. Whether it’s clothes, electronics, or groceries, everything is just a few clicks away from the comfort of our homes. Being part of the Flipkart supply chain, my team helps ensure better access to these products, making shopping easier and more accessible for everyone.”
Every day, the hub processes an impressive 1,700 shipments, even in the face of challenges. But during the Big Billion Days (BBD), these numbers are more than double, with over 3,800 packages processed daily. The efforts of the team shine brighter during these peaks, proving that determination knows no bounds.
Early Mornings at the Hub
In Aizawl, days at the Flipkart Delivery Hub begin at dawn, giving Wishmasters a head start to navigate the challenging, winding roads and complete their deliveries by sunset. In the quiet of the early morning, packages are organized, routes are reviewed, and weather updates are checked. “We need ample time to create the runsheet for the Wishmasters so they can head out to the field and begin deliveries as early as possible,” says Lalramengi. This early start helps the team prepare for the unique challenges of delivering in Mizoram’s hilly terrain and unpredictable weather.
Planning the Day’s Deliveries
With the help of Team Leads, the Hub In Charge maps out delivery routes for the Wishmasters, making it easier for them to deliver packages on time. These are no ordinary routes – they wind through steep hills, narrow lanes with winding stairs and uneven paths, with the threat of heavy rains or sudden landslides. “In Mizoram, the roads aren’t like anywhere else in India, it’s a hilly area and the roads are not always well-laid,” says Lalramengi. Each route is carefully planned based on the terrain, customer locations, and potential road conditions. “When the rain gets heavy or there’s a landslide, we find another route to make sure we deliver on time,” she adds.
The hub is small but mighty – six from the Hub Management Team (HMT) and thirty-five Wishmasters. During BBD, this number rises to handle the surge in deliveries. Despite the challenges, Lalramengi emphasizes the team’s focus on collaboration and safety, saying, “We are always available to take a call and help if they face any challenges. It’s all about keeping them safe and connected.” The challenges they face are not just about time and volume, but the very environment they work in.
The primary mode of transportation in Aizawl is two-wheelers, which help navigate the winding, steep roads. However, in certain areas, it’s even necessary to deliver on foot, especially when the roads become impassable. As Lalramengi notes, “When the rain gets heavy or there’s a landslide, we find another route to make sure the deliveries don’t get affected.”
Navigating the Hills and Weather
Delivering in Aizawl means maneuvering challenging weather as well as terrain, since they have a close impact on everyday life. “During monsoons, we’re always ready with protective gear, navigating unpredictable roads to deliver,” says Malsawmzela, one of the Wishmasters. But with support from the Hub In Charge and Team Leads, the team finds solutions and keeps going. “We are familiar with this challenging terrain. A majority of the customers understand the difficulties of the region, showing patience and appreciation for the team’s efforts.” Malsawmzela adds.
Lalramengi explains, “When the address is unclear, the Wishmasters go out of their way to make sure they get the delivery right, even helping customers update their addresses on the Flipkart app.” Malsawmzela shares, “In Mizoram, network issues are common, but we prioritize getting shipments to customers, no matter what.”
Building Communities
Beyond deliveries, the Wishmasters have built strong relationships with local customers. They often take time to help senior customers navigate the Flipkart app, teaching them how to browse and track orders. Lalnuntluangi, another Wishmaster at the hub, explains, “The experience here is teaching me to interact with more people, helping me be a part of the community while growing beyond my introverted self.”
These small acts of patience make a big difference, building trust and familiarity. The Wishmasters are not just seen as delivery personnel but as integral members of the local community. “The team’s dedication goes beyond the job – it’s about making a difference in people’s lives. Our Wishmasters, especially the senior ones, have built such trust with regular customers,” says Lalramengi.
Pride in Every Delivery
For the team, each delivery is more than a task – it’s a commitment to connect their community to the wider world. “We give our best to our work every day. It’s a job that requires focus, and when we stay committed, everything falls into place,” says Lalramengi.
“This job taught me teamwork and resilience, qualities I’ll carry forward to other aspects of my life,” Malsawmzela reflects. “When roads get tough, we help each other to ensure every delivery happens,” she adds.
The Wishmasters in Aizawl take pride in their work, knowing they’re delivering more than packages. Their teamwork and connection with the community keep them going.
Each delivery plays a part in connecting customers to products that make their lives more convenient, whether it’s the latest tech gadget or a much-needed item for the home.
For the team, it’s more than just logistics. They’re connecting people, spreading joy, and supporting their community with every step.
