Loreal Case Competition

1. L’OREAL EXPERIENCE CENTRE
L’OREAL CUSTOMER HELPLINE
L’OREAL DIGITAL CUSTOMER
SERVICES
SKIN SCAN TO HIGHLIGHT DEFECTS PRODUCT RECOMMENDATION BEFORE-AFTER RESULTS
A 24x7 AVAILABLE CUSTOMER SERVICE HELPLINE TO CLARIFY CUSTOMER’S DOUBTS ABOUT USUAGE
REGULAR INTERVAL FOLLOWUP OF CUSTOMER TO HELP THEM TRACK PROGRESS AND ABIDE TERMS
MEDIATOR BETWEEN CUSTOMER AND L’OREAL EXPERTS TO REVISE USAGE PATTERNS
TO RECORD CUSTOMER SATISFACTION INDEX ON PRODUCT BENEFITS FOR DATA ANALYSIS
FUTURE OF DERMACOSMETICS CUSTOMER EXPERIENCE IS HERE !!
A DIGITAL APPLICATION TO KEEP TRACK OF USUAGE PATTERNS
A PLATFORM FOR CUSTOMERS TO INTEREACT WITH EXPERTS
A PROGRESS SHARING PLATFORM FOR CUSTOMERS VIA PICTURES
AN INTERACTIVE SESSION WITH EXPERTS TO REVIEW PROGRESS
Team KNIGHT (IIM Kozhikode)
Abhishek A
Akshita B
Kaustubh J

2. Current Market
Size – (approx.)
Daily beauty care products – CAGR @9%
Regular skin care products –CAGR @20%
Specialized/Recommended – CAGR @30
Positive Indicators
Youth population 2/3rd population below 35 yr
Growth of elite and effluent section
Increase in the number of workingwomen
Increasing in the average buying power
Sharp increase in the skincare awareness
APP based Service (Advantages)
 Customer loyalty, better co
 Online feedback forum
 Skin health tracker & success corner
 Unique referral code for the first
time user that will offer discount to
both the parties
Parameters input:
Data taken from consumer
 Age
 Gender
 Work life environment
 Previous products
 Allergy (if any)
Benefit
Data related to difference of their skin
Appointment with dermatologist
Customer will be see the improvement
 Link to local store
Customer support
 Customer review
Customer Journey
1) Health awareness ad using fictional character to
display what are the normal loss for the customer
when they don’t go for the skin check-up in terms
of Skin Health and cost while choosing the skincare
product without proper check-up and consultation
2)Derma scanner + Dermatologist
 To identify the deficiencies
 To update the data on software
 Initiate skin health tracker
3) Offering the product portfolio for the particular
kind of skin problem as per recommendation and
its time period before the next check-up
4) Customer Retention
Application based service that will keep reminding
the customer if the particular product about to finish.
 Content writing on the feed & email
recommended by experts.
Skin Care Express
For tier 2 & 3 cities
 Spread awareness
 Instant skin check-up
reports
 Penetrating the local
market increasing at
faster rate
 Improve brand image
Portable Derma scanner
Speciality :-
Versatile use of device
Not only check facial
skin today, and also "see"
the facial skin in the future
APP – MY Derma Cure
Our Recommendations

3. SKIN CARE EXPRESS
Our Revenue model
-10
-5
0
5
10
15
20
25
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Millions
Expenses Revenu Profit
Costings and
Expensing factors
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Millions
Expenses Revenu Profit
Costings and Expensing
factors
Volvo cost
 Interior cost
 Derma scanner cost
 Sales person
 Dermatologist
 Fuel cost
 Van set up cost and
others
MALL COST
Break-even analysis
 Cost per day
 Derma scanner cost
 Cost of stall
 Sales person Salary
 Misc Expense
 Idea cost
Total Expenses per month 50,27,545.60
By end of Fourth Quarter 1,55,39,655.78
Total Revenu per month 34,37,500.00
By end of Fourth Quarter 1,37,25,937.50