case study

1. CASE STUDY
GREENKART INDONESIA
Presented by: Shivam Dubey

2. GreenKart is a home-grown chain of grocery stores in Indonesia. GreenKart is known for its excellent customer service with a focus on keeping
their customer trust and enhancing the overall customer experience.
GreenKart has overtaken other leading brick & mortar resellers and even provides online shopping to customers in Jakarta, Surabaya, Bandung
and Medan via their mobile application.
GreenKart’s biggest threat is the rise of online-only grocery companies, which are revolutionizing the industry by offering same-day delivery from
their application at cheap prices.
GreenKart is currently updating their app every three months. However, mobile feature sets are rapidly growing, replacing traditional in store
shopping tasks from point-of-sale transactions to customizing products. At the same time, customers have rising expectations of rich digital
experiences, mobile functionality, and social features which GreenKart is just not able to match.
Unfortunately, some of the competitors can update their app every two weeks or even more frequently to adapt to latest market trends, seasonal
product demands and customer requests. Since competitors are updating their apps more frequently, they can offer new innovative services
sooner, while GreenKart struggles to quickly fix bugs or directly address user feedback.
The CEO feels that despite the brand recognition, immense business expertise and potential to thrive in the new era, GreenKart is struggling due
to their lethargic IT organisation.
GreenKart has requested Greyamp Consulting’s assistance to redesign and help them implement a brand-new e-commerce platform that would
allow them to meet ever changing customer expectations.
Problem statement

3. • GreenKart is facing stiff competition from online-only grocery companies that offer same-day delivery at lower prices, posing a threat to its
market dominance.
• The current app update cycle of three months is inadequate to keep up with the rapidly evolving mobile feature sets and customer
expectations, leading to an inferior digital experience for GreenKart's customers.
• GreenKart's IT organization is considered sluggish, resulting in delayed bug fixes and a slower response to user feedback, which affects its
ability to innovate and meet customer demands effectively.
Assumptions
• GreenKart's current customer trust and brand recognition are sufficient to sustain its position in the market.
• Enhancing the digital experience through a redesigned e-commerce platform will help GreenKart regain its competitive edge. Implementing
a new e-commerce platform can sufficiently address the evolving customer expectations and competitive challenges faced by GreenKart.
• Agile methodologies and practices can potentially improve the speed and efficiency of GreenKart's IT organization.
Problem

4. • Competition from Online-Only Grocery Companies
• Inadequate App Update Frequency
• Lack of Advanced Mobile Functionality
• IT Organization Inefficiency
• Necessity for a Brand-New E-commerce Platform
Key issues and challenges

5. •Gather
Information
•Conduct
Stakeholder
Interviews
•Perform Data
Analysis
•SWOT Analysis
•Evaluate
Competitor
Strategies
•Assess IT
Infrastructure and
Processes
•Identify Customer
Expectations#
•Conduct Root
Cause Analysis
and Gap Analysis
•Recommendation
Development
Cause and analysis

6. Our approach and recommendations
By embracing an agile approach and
prioritizing customer-centricity,
GreenKart can revitalize its digital
presence, improve its
competitiveness, and continue to
provide exceptional customer
experiences in the ever-evolving
grocery industry.
Our
approach
Initial
Assessment and
Goal Setting
Agile
Transformation
Frequent
Iterations and
Updates
Customer-
Centric Approach
Enhanced Digital
Experience
Training and Skill
Development

7. Potential risks and benefits of the solution
Potential Risks:
• Implementation Delays and Cost Overruns
• Integration Challenges
• Employee Resistance and Training Issues
• Security and Privacy Concerns
Potential Benefits:
• Enhanced Customer Experience
• Competitive Advantage
• Improved Operational Efficiency
• Adaptation to Market Trends
• Scalability and Growth

8. THANK YOU!