Context
This online retailer offers limited-time private sales of DIY, gardening and home furnishing items.
For the majority of sales, the platform has no stock and deals directly with the brands to receive only the items ordered by Internet users during the private sale.
To support the strong growth of its business, linked to the popularity of E-commerce platforms during the containment period, this E-tailer chose to outsource its customer and supplier management to Vivetic Group, with the following aims primary objective of speeding up the handling of customer requests and the processing of orders with partner brands.
Objectives
- Reinforce the processing of customer requests
- Managing the order book
- Managing level 1 inventory
- Handle after-sales requests as quickly as possible
Our solutions
E-commerce customer service management
Follow up on customer requests and complaints
Supplier Relationship Management
Guarantee the quality of interactions with suppliers
Order Management
(Order Backlog)
Optimize order processing time
Results
Continuous improvement of services and customer experience
Claims closure rate
Significant acceleration of inventory updates
