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 in its business linked to the popularity of E-commerce platforms during the confinement period, this E-merchant chose to outsource its customer and supplier management to Vivetic Group, with the primary aim of accelerating 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
Ecommerce 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
Significant acceleration of inventory updates
