D2C Channel Management & Operational Excellence
Acing the game of D2C with seamless channel management and operational excellence.
US-based top manufacturer of Audio Products
Acing the game of D2C with seamless channel management and operational excellence
The Problem
The problem that the customer faced was a hindrance in the ability for their business teams to focus on marketing and business expansion activities due to everyday operations. Additionally, their customer service had been suffering as a result of a lack of consistent, precise, and timely response to customer queries and grievances. Furthermore, there had been a loss in revenue due to discrepancies in return filing with marketplaces. Building a team in-house to manage these processes was neither cost-effective nor scalable for the customer. This issue required a solution that could streamline their everyday operations, improve customer service, and address the discrepancies in return filing in order to allow the business teams to focus on marketing and business expansion activities and increase revenue.
Solution
Iksula’s Engagement
Below is the summary of engagement with the client over a span of 5+ years:
Consulting:
We conducted a detailed assessment of the customer’s operations processes, identified areas of improvement, and developed a plan to optimize them. We defined SLAs for each task and analyzed data to make recommendations for improvements.
Marketplace Management:
We helped client in managing their presence and sales on third-party marketplaces. This included listing products, setting prices, managing inventory, and handling customer service and returns. Our team also monitored and optimized performance metrics such as sales, customer reviews, and product ranking to increase visibility and sales. By implementing marketplace management strategies, the client was able to increase brand exposure and sales, reach new customers, and improve overall ecommerce performance.Operational support for captive website: We provided a comprehensive solution to our client including Invoice Accounting, Order Processing, Catalog Management and Customer Support to streamline their operations, improve customer service, and increase revenue. This included tasks such as invoice checking, order management, catalog management, and customer support services.
Key Business Benefits
A significant reduction in pending orders
Improved customer service with clear data on estimated delivery times
Better visibility of stocks to prevent predatory pricing
Significant reduction in time-to-fulfill orders using predictive purchasing
Reduced involvement from the CEO to focus on more pressing issues
Adoption of digital cabinets for paperless filing
High overall average quality for customer service processes
Consistent 24 hour turnaround time for all orders in queues
Journey
