Company
Overview
A full line grocery home shopping service promoted and managed by one of the largest Fast Moving Consumer Goods (FMCG) Companies in India.
The
Challenges
- Introduce a unique direct selling channel that would provide customers a highly gratifying experience thereby creating a differentiator in the marketplace
The Solution
- Analyzed the processes crucial to the client
- 60+ resources focused on customer retention and fresh acquisition programs
- Responsible for booking orders, working 7 days a week for 12-hour periods
- Provided the database for lead generation
The Results
- Met all SLAs
- Ramped up the process in a phased manner
- Provided end-to-end services to the client and its customers
- Improved service quality
Set up a new direct-to-consumer channel that:
The Outcome
- Improved customer satisfaction through high-quality service; ensuring customer retention and fresh acquisitions
Way ahead
- Continued partnership and support to further optimize operations and address evolving needs.