One of the leading global marketplaces

Strong partnership for over 7 years Iksula has been engaged with this customer for over 7 years across various tracks. The main challenges we have aimed to address are providing better seller management and creating a seamless crossborder shipping application for sellers. To address these challenges, Iksula has offered solutions such as building a seller management team to enable better seller experiences and a partner shipping solution for sellers to easily ship products across countries. 

About The Customer

The customer  is an American multinational eCommerce company based in California, that facilitates consumer-to-consumer and business-to-consumer sales through its website across about 32 countries.

The Problem

The customer  is an American multinational eCommerce company based in California, that facilitates consumer-to-consumer and business-to-consumer sales through its website across about 32 countries.

Seller Management 

The key issues that Iksula aimed to address is the optimization of the seller management process for the customer. The main challenges that need to be addressed include: Improve GMV (Gross Merchandise Volume) by increasing sales, Ensuring Hygiene listing by maintaining the quality of the products listed, Promoting listings to increase visibility, Improving handling time to ensure timely delivery, Improving image quality across sellers to enhance the overall customer experience and Resolving unpaid invoices which were having a negative impact on the topline by procuring pending collections from unpaid invoices. These issues need to be addressed in order to improve the overall customer experience and increase sales for sellers.

Crossborder shipping

Iksula also helped the customer address significant issues in cross-border shipping of products as it resulted in poor experience for the sellers. Key challenges faced were around sellers complaints not being resolved on priority resulting in suspension of their accounts,  Facilitating Seamless Geo expansion to make it easy for sellers to sell across different geographic regions.  Additionally, the shipping process was causing issues for sellers, as only a few Logistics Service Providers (LSPs) offer international shipping, thus leading to operational inefficiencies as it took time for sellers to identify the right LSP to ship the products.  

These issues were causing significant pain points for sellers and needed to be addressed in order to optimize their experience and ensure their businesses can scale more efficiently.

Seller Management Engagement 

The solution proposed to address the pain points in the seller management process includes:

• Dedicated Key Account Manager and a team of Full-Time Equivalent (FTE) executives to handle seller training and coordination. This will ensure that the sellers are trained properly and their issues are resolved on priority.
• A team of agents for verification of new leads. This will ensure that only verified sellers are allowed to list their products on the platform, thus maintaining the hygiene of the platform.
• A team of collection agent for existing sellers. This will ensure that the unpaid invoices are collected in a timely manner and it will not have negative impact on the topline.

By implementing these solutions, Iksula aims to improve the overall seller experience and optimize the seller management process for eCommerce platforms.

• Payroll Management, to ensure that the sellers are paid on time and accurately.

• Expense Management, to keep track of expenses incurred by sellers and reimburse them when necessary.

• Reimbursements, to make sure that the sellers are reimbursed for any expenses incurred in the process of selling on the platform.

By implementing this, Iksula helped the customer improve the overall seller experience and optimize the seller management process

Highlights

Iksula has been responsible for the GMV growth of the entire mid-seller bucket, which includes around 3,000 sellers. The key highlights of the engagement include:

• Helping sellers expand their product range, and enhance listings for better listing conversions

• Helping them participate in ongoing merchandising campaigns and paid promotions for better visibility

• Guiding sellers for improvements in customer service and avoiding marketplace guideline violations

• Establishing shipping partnerships and enhancements to enable sellers to sell to more countries

• By implementing these solutions, Iksula has been able to improve the overall seller experience, optimize the seller management process for eCommerce platforms and drive GMV growth for the mid-seller bucket.

Solution

Iksula Designed and implemented a crossborder shipping solution on Drupal 8. Some of the key features include integrations with Logistics Service Providers (LSP) to send order details, with the customer for fetching orders, email for notifications, payment gateway for seamless payments and back office for LSP and the customer to monitor and process requests and queries. 

By implementing this, Iksula helped the customer improve the overall seller experience and optimize the seller management process.

Benefits

The solution helped sellers to identify the right LSP with best rates, place pickup requests, track packages, have centralised reporting and easier reconciliation. This has helped sellers to improve their shipping process.