Team Maverick(IIM Kashipur) presentation at Shrinkhala

1. Team Name: Maverick
Campus Name: IIM Kashipur

2. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
Challenges
Reducing Turn Around
Time
Increasing
Satisfaction of customer
Increasing the
repurchase
Improving the
retention rate of
grievance customer
Presence of other E-
Commerce players
Poor impression lead
to loss of customer
Handling of customer
grievances
Poor Handling of
orders by logistic
provider
Promoting Value
Proposition being
offered to customers
Increasing Word of
Mouth
Reducing Post
Purchase Dissonance
Manual Tracking of
Orders
Not tracing the moves of
competitors
Delay in Delivery by
Logistics Provider
Not able to procure from
the vendor in stipulated
time
Lack of Integration
between inventory
management and website
operations
High Response Time
Inventory
Mismanagement
Return Procedure and
Policies
Impact on Customer
Manual Tracking increase the
repeat complaint on same purchase
order which result in loss of
customer to competitor and also
result in negative image about the
service
Benefits provided by the
competitors can result in switching
of service by customer thus
decreasing the retention rate
High TAT & Manual tracking order
will also impact multiple queries
between the query resolution
process which give a negative
impression on customer thus results
in negative word of mouth
Delay from the end of logistic
provider and procurement will lead
to increase in delivery time which in
turn impact the customer satisfaction
Poor return procedures and
exchange policy will results in loss of
customer and customer will switch to
the competitor’s offering

3. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
Advantages and
Implementation of new
channel
Standard queries can be
automated using SMS
and Email Service
For other services like
order not getting booked
due to card and pin use
call center customer care
representative services
After each SMS and Email
there will be a message
which say that in case of
any further query you can
contact our customer care
representative thus
preserving the human
touch if customer need it
Through this channel cost
incurred on inbound call
can be saved
Automating the process
will reduce the workforce
required as 85% of the
queries will be solved by
automated method

4. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
New Channel of Resolution for Complaints Advantages and Implementation of
new channel
The new channel is implemented using
Warehouse management system(WMS)
to streamline the process of inventory
management
WMS help to have a real-time data
about each item in the warehouse thus
reducing the Turn around time.
Training need to be provided to the
CEM on WMS
Number of outbound calls reduces for
each process
TAT for pre-dispatch and item being
available reduces from to 4 hr to 1 hr
TAT for pre-dispatch and item not
being available reduces from to 18hr to
1hr 10 min
TAT for post-dispatch and item is re-
dispatched reduces from to 20hr to 1 hr
TAT for post-dispatch and order is
cancelled reduces from to 20hr to 1 hr

5. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
Labor Saving by Implementing WMS
Inventory Saving by Implementing WMS
*If Annual Inventory is of value Rs5crore then WMS implementation will result in saving of Rs20 lacs in inventory
Financial Analysis of Implementing Warehouse Management System
Cost of implementation including maintenance cost of WMS is around Rs70 lacs while saving is roughly Rs 34 lacs
ROI analysis will result in pay back of roughly two years
IRR on this investment is around 35% which is a attractive return
*Analysis is based on the industry report of implementing WMS

6. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
Risk in Implementing
 System Not Implemented
properly thus impact
accuracy of data
 Employees do not use the
system
 Crucial data being lost
during data migration
 Integration issue in CRM
and WMS
Mitigating the risk
Testing in a phased and well
defined manner by end users as
well as tester
Taking backup of the crucial
data while implementing the
system in every step
Train employee on how to use
WMS system
Benefits of implementing
Increase customer
satisfaction
Save Expense of around
34lacs thus increasing
revenue
 Efficient response to
customer queries

7. Key Challenges
New Channel
of Resolution
for queries
New Channel
of Resolution
for complaints
Business
Impact
Predictive
Model
Executive
Summary
Problem Description
The problem faced by trendy.com include low level of customer satisfaction, high cost of inbound and outbound calls for
query and complaints by customers
Delayed call back on CC1 and CC2 which increases Turn around time for customer
High resource engagement
Implementing the system to resolve the issue
To provide a solution to the general queries automatic system is provided which will send the detail steps of the process in
which the customer is interested through sms and email
For queries a message is placed at the end of sms and email which say call us in case of any issue which preserve a human
touch in the system
To provide solution to the complaints a ware house management system is implemented which provide the real time
information of each product and order
Warehouse management system reduces the number of inbound and outbound calls as well as the resources
Benefits of Implementing the new system
Labor cost is reduced as the operations like entry clerks , put away , receiving , picking and shipping need few resources for
performing the operation
 Inventory cost is saved as warehouse Management system will result in better space utilization , material handling
Financial Analysis of the proposed System
Saving on cost of outbound and Inbound cost is estimated to be of Rs 1940000 approx
Saving on Labor Cost is estimated to be of value Rs 1400000
Saving on Inventory Cost is estimated to be of Rs 200000
Pay back for the system is nearly 2 years if we consider saving in labor and inventory
IRR of the investment is nearly 35% which is considered good
Risk in implementing the system
 System Not Implemented properly thus impact accuracy of data and Crucial data being lost during data migration
 Employees do not use the system thus system become useless
 To mitigate the risk employees should be trained for the new system and they must be aware of its advantages
 There should be testing and implementation in a phased manner thus it will reduce the risk which can occur during implementation