Flipkart is currently running one of its biggest sales of the year- the Big Billion Days sale. Over the years, it has become the company’s flagship festive season sale during which it serves millions of orders across India. Last week, I visited Flipkart’s biggest warehouses- the Malur facility in Bengaluru and spoke with Jeyandran Venugopal, CPTO at Flipkart, and Pranav Kumar Tiwari, SVP at Flipkart to better understand how the company offers big discounts, ensures no scam and counterfeit product cases, and how it is using the latest tech to ensure smooth operations.
The scale of operations at Flipkart’s Malur facility is nothing short of impressive. I was struck not only by its sheer size but also by the synchronised efficiency of its workers and systems.
One highlight was the use of AGVs—automated guided vehicles—zipping across the warehouse without human intervention. When I inquired about this automation, Jeyandran, assured me that the AGVs were implemented to assist employees, not to replace them. It’s clear that while technology is increasingly playing a role, Flipkart is focused on enhancing human productivity rather than cutting jobs.
I also had the opportunity to ask Jeyandran about upcoming features on the Flipkart app. One of the most exciting additions is the “Price Lock” feature, designed to ease pre-sale anxiety. “We will give customers an indicative price before the sale,” he explained. “You can lock in that price, and when the sale goes live, we guarantee that you’ll receive the lowest price available, redeemable within 48 hours.”
It’s a clever approach that will likely build trust among shoppers keen on securing the best deals. He also revealed that Flipkart’s AI chatbot, Flippi, will become a more integral part of the shopping journey, providing real-time assistance. However, Flippi isn’t fully integrated into the app or website just yet.
The scale of the BBD sale is mind-boggling, and to understand just how many people are involved in the entire operation, I spoke with Pranav, another senior official at Flipkart. When asked about the headcount for the BBD sale, he responded, “Everyone at Flipkart.” This year, Flipkart is also creating 100,000 additional jobs specifically for the BBD event. “These jobs are essential to ensure smooth operations because demand grows exponentially during the sale,” he said, emphasising how Flipkart scales its workforce to meet the needs of its biggest sales event.
Of course, with a sale this massive, there have been challenges. Flipkart has faced criticism over scams and counterfeit products, leading to customer dissatisfaction. I asked Pranav how the company is addressing these issues. He pointed to the recently introduced “Open-Box Delivery” initiative. This process allows delivery personnel to open the package in front of the buyer to verify the product, ensuring that customers receive what they ordered. However, there have been complaints about the rough handling of packages during this step. To counter this, Pranav mentioned that Flipkart is investing in specialised training for its delivery partners to make sure that parcels are opened carefully and respectfully.
In addition to delivery changes, Flipkart is also tightening its seller onboarding protocols. The goal, according to Pranav, is to ensure that only genuine, trustworthy sellers are listed on the platform. By implementing stricter criteria and continuing with its Open-Box Policy, Flipkart hopes to rebuild consumer trust and curb the issue of counterfeit products.
The Big Billion Days event is a massive logistical feat, and Flipkart’s efforts to enhance the shopping experience—from price guarantees to increased accountability with delivery—are designed to meet the growing demands of Indian consumers. If you’re curious for more behind-the-scenes insights, I’ve created a full walkthrough video available on our YouTube channel.
