Regional Deep Dive: Promise-to-Delivery Optimization in Latin American Retail

In the dynamic landscape of Latin American retail, the journey from promise to delivery is more than a logistical hurdle—it is a strategic imperative that shapes customer loyalty, operational efficiency, and profitability. As digital adoption accelerates and consumer expectations for speed, convenience, and transparency soar, retailers across the region are reimagining their supply chains to deliver on these promises, despite unique regional complexities. Publicis Sapient’s promise-to-delivery frameworks and order management solutions are at the forefront of this transformation, tailored to the distinct challenges and opportunities of Latin America.

The Latin American Retail Context: Unique Challenges and Opportunities

Latin America’s retail environment is defined by its diversity—geographically, economically, and technologically. Retailers must navigate:

Fragmented logistics networks with varying levels of infrastructure across urban and rural areas.
High consumer expectations for fast, free, and flexible delivery options, mirroring global trends.
A surge in omnichannel commerce, with customers demanding seamless experiences across online, in-store, and hybrid fulfillment models.
Cost pressures from transportation, reverse logistics, and inventory management, intensified by regional economic volatility.

These factors require a supply chain approach that is both resilient and agile, capable of adapting to local realities while delivering world-class customer experiences.

Publicis Sapient’s Promise-to-Delivery Framework: End-to-End Visibility and Optimization

Publicis Sapient’s promise-to-delivery solution framework provides Latin American retailers with the tools and intelligence needed to unify and optimize every step of the order lifecycle. The framework integrates:

Inventory services for real-time, accurate visibility across all channels and locations.
Fulfillment optimization engines that leverage AI and machine learning to dynamically allocate orders, manage slots, and optimize pre- and post-order processes.
Shipping and last-mile optimization to reduce costs and improve delivery speed, even in complex urban and rural geographies.
Flexible fulfillment models such as ship-from-store, curbside pickup, and dynamic slotting, enabling retailers to meet customers where they are.
Returns optimization that transforms reverse logistics from a cost center into a strategic advantage.

This holistic, data-driven approach breaks down traditional silos between front-end sales and back-end fulfillment, creating a single source of truth and enabling smarter, faster decisions.

Real-World Impact: Latin American Retailer Case Study

A leading Latin American retailer partnered with Publicis Sapient to address the pressing need for greater supply chain visibility and cost control. The retailer faced challenges common in the region: high reverse logistics costs, limited insight into fulfillment expenses, and the need to optimize transportation routes across a vast and varied geography.

The solution:

Implementation of a supply chain control tower, providing end-to-end visibility into inventory, fulfillment, and logistics costs at the item level.
Advanced analytics to track and optimize fulfillment cost per order, including warehouse operations, transportation, and reverse logistics.
AI-driven route optimization, enabling real-time adjustments to transportation plans based on cost and performance data.

The results:

$145 million in estimated savings in reverse logistics, including markdown and logistics costs.
$2 million in immediate transportation cost optimization through item-level route calculation and dynamic adjustment.

This transformation not only delivered significant cost savings but also empowered the retailer to offer more reliable, flexible delivery promises to customers—strengthening loyalty and competitive advantage.

Tailoring Solutions to Regional Realities

Latin America’s infrastructure diversity and consumer expectations require solutions that are both robust and adaptable. Publicis Sapient’s frameworks are designed with flexibility in mind, allowing retailers to:

Adapt fulfillment models to local realities, such as leveraging stores as mini-fulfillment centers in urban areas or optimizing last-mile delivery in regions with limited logistics infrastructure.
Integrate seamlessly with existing systems, ensuring that modernization efforts build on current capabilities rather than requiring wholesale replacement.
Leverage AI and real-time data to anticipate disruptions, optimize inventory placement, and dynamically manage delivery promises.

The Business Value: Customer Experience and Profitability

Modernizing promise-to-delivery operations delivers tangible benefits for Latin American retailers:

Increased conversion and customer loyalty through reliable, transparent delivery experiences.
Reduced fulfillment and shipping costs via intelligent optimization and automation.
Faster inventory movement and fewer markdowns, improving profitability and cash flow.
Higher productivity, as teams focus on strategic tasks rather than manual interventions.

Why Publicis Sapient?

With deep expertise in digital business transformation, AI, and supply chain modernization, Publicis Sapient partners with leading retailers across Latin America to deliver measurable results. Our outcome-driven approach, powered by industry-leading technology and strategic partnerships, ensures that every engagement is tailored to the unique needs of the region—enabling retailers to turn operational complexity into competitive advantage.

Ready to transform your promise-to-delivery journey? Connect with Publicis Sapient to discover how our tailored frameworks and solutions can help you optimize fulfillment, delight customers, and drive profitability in the dynamic Latin American retail market.