shrinkhala iim kashipur

Team Name: MaverickCampus Name: IIM Kashipur

Key ChallengesNew Channel of Resolution

for queries

New Channel of Resolution for complaints

Business Impact

Predictive Model

Executive Summary

Challenges

Reducing Turn Around TimeIncreasing Satisfaction of customerIncreasing the repurchase Improving the retention rate of grievance customer Presence of other E-Commerce playersPoor impression lead to loss of customerHandling of customer grievancesPoor Handling of orders by logistic providerPromoting Value Proposition being offered to customersIncreasing Word of Mouth Reducing Post Purchase Dissonance

Manual Tracking of Orders Not tracing the moves of competitors Delay in Delivery by Logistics ProviderNot able to procure from the vendor in stipulated timeLack of Integration between inventory management and website operationsHigh Response Time Inventory MismanagementReturn Procedure and Policies

Impact on Customer

Manual Tracking increase the repeat complaint on same purchase order which result in loss of customer to competitor and also result in negative image about the serviceBenefits provided by the competitors can result in switching of service by customer thus decreasing the retention rate High TAT & Manual tracking order will also impact multiple queries between the query resolution process which give a negative impression on customer thus results in negative word of mouthDelay from the end of logistic provider and procurement will lead to increase in delivery time which in turn impact the customer satisfactionPoor return procedures and exchange policy will results in loss of customer and customer will switch to the competitor’s offering

Key ChallengesNew Channel of Resolution for queries


Business Impact

Predictive Model

Executive Summary

Advantages and Implementation of new

channel

Standard queries can be automated using SMS and Email Service

For other services like order not getting booked due to card and pin use call center customer care representative services

After each SMS and Email there will be a message which say that in case of any further query you can contact our customer care representative thus preserving the human touch if customer need it

Through this channel cost incurred on inbound call can be saved

Automating the process will reduce the workforce required as 85% of the queries will be solved by automated method


for queries


Business Impact

Predictive Model

Executive Summary

New Channel of Resolution for Complaints Advantages and Implementation of new channel

The new channel is implemented using Warehouse management system(WMS) to streamline the process of inventory management

WMS help to have a real-time data about each item in the warehouse thus reducing the Turn around time.

Training need to be provided to the CEM on WMS

Number of outbound calls reduces for each process

TAT for pre-dispatch and item being available reduces from to 4 hr to 1 hr

TAT for pre-dispatch and item not being available reduces from to 18hr to 1hr 10 min

TAT for post-dispatch and item is re-dispatched reduces from to 20hr to 1 hr

TAT for post-dispatch and order is cancelled reduces from to 20hr to 1 hr


for queries


Business Impact

Predictive Model

Executive Summary

Labor Saving by Implementing WMS

Inventory Saving by Implementing WMS

*If Annual Inventory is of value Rs5crore then WMS implementation will result in saving of Rs20 lacs in inventoryFinancial Analysis of Implementing Warehouse Management System

Cost of implementation including maintenance cost of WMS is around Rs70 lacs while saving is roughly Rs 34 lacs ROI analysis will result in pay back of roughly two yearsIRR on this investment is around 35% which is a attractive return

*Analysis is based on the industry report of implementing WMS


for queries


Business Impact

Predictive Model

Executive Summary

Risk in Implementing

System Not Implemented properly thus impact accuracy of data

Employees do not use the system

Crucial data being lost during data migration

Integration issue in CRM and WMS

Mitigating the risk

Testing in a phased and well defined manner by end users as well as testerTaking backup of the crucial data while implementing the system in every stepTrain employee on how to use WMS system

Benefits of implementing

Increase customer satisfactionSave Expense of around 34lacs thus increasing revenue Efficient response to customer queries


for queries

New Channel of Resolution

for complaints

Business Impact

Predictive Model

Executive Summary

Problem DescriptionThe problem faced by trendy.com include low level of customer satisfaction, high cost of inbound and outbound calls for query and complaints by customersDelayed call back on CC1 and CC2 which increases Turn around time for customer High resource engagement Implementing the system to resolve the issueTo provide a solution to the general queries automatic system is provided which will send the detail steps of the process in which the customer is interested through sms and emailFor queries a message is placed at the end of sms and email which say call us in case of any issue which preserve a human touch in the systemTo provide solution to the complaints a ware house management system is implemented which provide the real time information of each product and orderWarehouse management system reduces the number of inbound and outbound calls as well as the resources

Benefits of Implementing the new systemLabor cost is reduced as the operations like entry clerks , put away , receiving , picking and shipping need few resources for performing the operation Inventory cost is saved as warehouse Management system will result in better space utilization , material handling

Financial Analysis of the proposed SystemSaving on cost of outbound and Inbound cost is estimated to be of Rs 1940000 approxSaving on Labor Cost is estimated to be of value Rs 1400000Saving on Inventory Cost is estimated to be of Rs 200000 Pay back for the system is nearly 2 years if we consider saving in labor and inventory IRR of the investment is nearly 35% which is considered goodRisk in implementing the systemSystem Not Implemented properly thus impact accuracy of data and Crucial data being lost during data migrationEmployees do not use the system thus system become uselessTo mitigate the risk employees should be trained for the new system and they must be aware of its advantagesThere should be testing and implementation in a phased manner thus it will reduce the risk which can occur during implementation

THANK YOU

TEAM MAVERICK

shrinkhala iim kashipur

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