E-commerce has grown exponentially. The Mexican Association of Online Sales (AMVO) reported that in 2023, Mexico became the country with the highest growth in e-commerce worldwide, with an annual growth rate of 24.6 percent.

This surge has created a need for not only a digital channel but also an almost impeccable management of this channel to meet the growing needs of end customers.

As a result, the offer of specialized services in this sector has also expanded. For example, Infracommerce, a full-service e-commerce company, bases its business on five key processes, all aimed at putting the customer at the center: Infra log, Infra digital, Infra tech, Infra data, and Infra pay.

The company has more than 750 clients in Latin America, where they have over 130,000 square meters of logistics capacity.

Regarding the logistics part of the business, which provides fulfillment services, in 2023, across six countries in Latin America (now eight), the company moved more than 3.2 million units. They adhere to two main KPIs: handling time, which is the time it takes to fulfill an order from approval to readiness for transport, which must be done within 24 hours. That year, they achieved 97.3% of orders within this timeframe.

Infracommerce has three warehouses, one of which is located in Mexico— the others are in Argentina and Chile— situated in Tultitlán, Estado de México. It spans 2,000 square meters with an additional 3,400 square meters provided by a mezzanine, allowing for 90,000 positions capable of storing around 1.5 million items.

“The warehouse is the heart of our e-commerce operations; from here, we orchestrate what the end customer expects and what our contracting customer needs,” said Abisaí Rojas, Head of Warehouse Mexico.

This location specializes in the logistics of luxury brands, which presents a challenge due to the care and security measures that must be implemented.

In this warehouse, 51,000 units from five different brands have been moved so far this year, and 400 units of reverse logistics have been managed.

Infracommerce handles logistics for products ranging from a book to a large big-ticket item. Abisaí Rojas assured that the brand treats all packages equally, regardless of their size, with full brand support.

“They present the same challenges to us. The challenge a big-ticket item poses is that the carrier doesn’t have the same capacity to deliver a piece of clothing or a chair. The packing process requires more materials and more work, but the processing is equally important,” he noted.

Infracommerce towards digitalization

Given the rise of e-commerce in Mexico and the promising market for the coming years, the brand has been migrating brands to its own warehouse in the State of Mexico from locations managed by three different 3PLs. This warehouse already has expansion plans in place to prepare for Buen Fin.

Abisaí Rojas mentioned that a vertical storage project is planned for the end of this year, featuring a structure 10 meters high and six meters wide. This will optimize space and shift the strategy of the pickers through automation and digitalization (artificial intelligence).

He added that by next year, the facility will expand to 6,000 square meters with the addition of a second mezzanine. They will also incorporate a pick-to-light system and other collaborative technologies.

Furthermore, Infracommerce has developed its own Warehouse Management System (WMS), which will be standardized across all its operations.

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El cargo Infracommerce, Logistics for E-commerce apareció primero en T21.

In 2023, Mexico became the country with the highest growth in e-commerce in the world with an annual increase of 24.6%, according to the Mexican Association of Online Sales (AMVO).

Mario Miranda, CEO of Infracommerce, told T21 that there are certain things that e-commerce needs to grow that are somewhat unrelated to the industry itself, such as logistics, transportation, fulfillment, banking, anti-fraud, etc.

“These are issues that are like the pillars where the e-commerce highway passes through, and if they are not in place, it’s quite complicated. The quality of e-commerce in Latin America is very good,” he said.

He pointed out that, in response to the changing needs of customers, omnichannelity is necessary, in addition to the industry’s strong focus on artificial intelligence (AI) and hyper-personalization.

Therefore, he ensured that a business model like that of Infracommerce based on unified commerce, with an end-to-end ecosystem in e-commerce, has served companies to start from scratch in this channel, as well as to improve some areas for companies that already had their digital channel.

“The idea is to take the best of everything because one cannot be the best at everything. Obviously, the level of investment that VTEX or Adobe can make is higher than what we could do. Likewise, in logistics, one is always better than another in the city, one is better in big ticket items, one is better in small products, one is better in valued products, one is better in same-day delivery,” he said.

He also highlighted to this medium the importance of having AI in operation, for example, with chatbots for customer service, a 24/7 solution; as well as to predict demand, especially in peak seasons, and to drive hyper-personalization.

“Every person who enters a site has a personalized experience, the products they see, the banner they see, the notifications or the email they receive, everything is related to their behavior with the brand, we can even personalize it based on their experience in physical stores,” he emphasized.

Infracommerce is a company that was born from the union of several companies in South America, being divided into two parts, Infracommerce Brazil and Latin America, the latter integrated by eight countries such as Chile, Colombia, Argentina, Mexico, Peru, Uruguay, and Ecuador.

The company is dedicated to full-commerce, with services such as logistics, customer service, transportation, marketing, etc.

“In the end, we managed to provide our clients with better service at a lower cost. It’s a volume business so that internally we can build the group of specialists in each area to transfer them to our clients,” said Mario Miranda.

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El cargo Artificial Intelligence and Unified Commerce Boost E-commerce. apareció primero en T21.