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D2C Channel Management & Operational Excellence

US-based top manufacturer of Audio Products

Acing the game of D2C with seamless channel management and operational excellence

 

 The customer faced hindrances in their ability to focus on marketing and expansion due to everyday operations and poor customer service. Iksula helped them in  providing consulting, marketplace management and operational support services for their captive website and other channels. The team helped in managing the customer’s presence and sales on third-party marketplaces, such as Amazon, walmart and 7+ platforms, by listing products, setting prices, managing inventory and handling customer service and returns. As a result, they saw significant reduction in pending orders, improved customer service, better visibility of stocks, reduced involvement from the CEO, adoption of digital cabinets for paperless filing, high overall average quality for customer service processes and consistent 24 hour turnaround time for all orders in queues, which helped them to streamline their operations, improve customer service and increase revenue.

 About the Customer

The customer is one of the top manufacturers of Audio Products ranging from Professional equipment, Car-stereo, Marine & Powersports to Portable/Home Audio & Karaoke instruments. It has a captive website & also have their products listed on Amazon.com & eBay.com.

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 has staffed and managed a dedicated team for the customer which focuses on helping them with the following aspects:

Iksula’s Engagement

Below is the summary of engagement with the client over a span of 5+ years:

  1. 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.
  2. 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.
  3. 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

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