Ensuring the Reliability
of Mercado Envíos

Project Summary
Mercado Libre, the leading technology and e-commerce company in Latin America, relies on Voolkia to guarantee the reliability and efficiency of its shipping platform, Mercado Envíos. Through our Site Reliability Engineering (SRE)service, we provide over 90,000 hours of 24/7 support annually for critical operations in Brazil, Mexico, Argentina, Chile, Uruguay, and Colombia, ensuring the timely delivery of millions of products.
The Challenge
With a growing volume of operations —301.8 million items shipped across Latin America and an 18.7% year-over-year increase— Mercado Libre faced the need to ensure the reliability of its shipping systems, avoiding disruptions and providing a seamless experience for its buyers. The magnitude and complexity of this operation required a robust solution to maintain high standards of availability and resolve issues in record time.

Implemented Solution

Voolkia implemented a comprehensive Site Reliability Engineering (SRE) service to address the unique challenges of Mercado Envios. The solution ensured 99% uptime for systems, enabling seamless purchases and shipment tracking. Robust contingency plans were designed to mitigate disruptions and maintain service continuity in critical scenarios. A dedicated Single Point of Contact (SPOC) team provided specialized support, escalating issues efficiently. Additionally, Voolkia’s problem resolution process identified root causes, resolving 69% of tickets at Level 1, minimizing disruptions and enhancing the buyer’s experience.

Key Benefits

Robust Contingency Plans
We designed strategies to mitigate unforeseen disruptions, ensuring service continuity in critical scenarios.
Single Point of Contact (SPOC)
A dedicated team acts as an exclusive liaison to escalate issues and provide specialized support.
Efficient Problem Resolution
Our solid process identifies root causes, resolving 69% of tickets at Level 1, minimizing impact on the buyer’s experience.

Benefits for Mercado Libre

Increased Reliability
Mercado Envíos systems are more stable, meeting service-level agreements (SLAs).
Reduced Disruptions
Buyers enjoy a smoother and hassle-free shopping experience.
Faster Problem Resolution
Shorter wait times, increasing customer satisfaction.

Results Achieved

Ticket Management
An average of 3,500 tickets are handled daily, totaling 20,000 tickets every three months.
SLA Compliance
Over 99.73% of expected response times are met, reflecting exceptional performance.
Rapid Resolution:
The team resolves issues with high efficiency, achieving a 90% approval rate from the SPOC.

Client Testimonial

"Thanksto Voolkia, we have achieved reliability levels that ensure an exceptionalshopping experience for our customers across the region. Their team andapproach have been fundamental to our success."

Conclusion

The collaboration between Voolkia and Mercado Libre has been crucial in transforming the reliability and efficiency of Mercado Envíos. This success story highlights how a well-implemented SRE strategy can improve the customer experience, optimize internal processes, and strengthen a company’s leadership in its industry.
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