Case studies

Supporting E-commerce growth: Vivetic's expertise at the service of online DIY

To support the strong growth of its business linked to the boom in e-commerce, this specialist in DIY, gardening and home furnishings chose to outsource its customer and supplier management to Vivetic Group.

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

99

Claims closure rate

Significant acceleration of inventory updates

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