CRM process on Techcity.pk

1. 11/29/2016 Customer Relation
Management
Prof. Muhammad Ali
By
Bilal Ahmed Khan BBA-14324
Abdul Rehman BBA-14325
Ali Qayyum BBA-14326
Noman Rafiq MBPE-F14-089
TECHCITY.PK

2. 1
Introductive summary
Techcity.pk is leading website for online shopping in Pakistan with customer base of 350,000 in
less than 4 years. We provide hassle free online shopping in Pakistan while our products remain
unique and prices are competitive. We deliver products via courier at your doorstep and payment
options of Cash on Delivery, Internet Banking & Easy Paisa are available. Top selling brands like
Nike, Levis, Adidas, Caterpillar, Rolex, Casio, Fusionist, Junoon Karta, Tanzaib and many others
are listed. We have large variety of T shirts, Polo Shirts, Cargo Trousers, Shoes, Slippers, Sandals,
Jewelry, Designer Shirts, Designer Tees, Toys and Games, Movies and Music, Kurta & Kurtis,
Jeans, Scarfs, Hand Bags, Watches, Mobile Phones, Laptops, Tablet Pc, Gadgets, Toys, Bed
Sheets and Lifestyle Accessories at best price in Pakistan. With our courier partners TCS, Leopard,
Blue Ex and Grey Line Cargo, we aim to provide the shipment to the most remote locations of
Pakistan at very affordable rates.
Facebook Likes: 413,721
Head Office
Our operations are distributed in twelve cities of Pakistan, with Head Office in Karachi and
Regional Office in Lahore.

3. 2
Mission
We strive to revamp Pakistan's online shopping industry and we want to remain market leader. At
Techcity.pk your market is a click away!
CRM Process
1. Strategy Development
Tec city is leading website for online shopping in Pakistan with customer base of 350,000
in less than 4 years. We provide hassle free online shopping in Pakistan while our products
remain unique and prices are competitive. We deliver products via courier at your doorstep
and payment options of Cash on Delivery, Internet Banking & Easy Paisa are available.
2. Preparing, modeling and streaming strategy
We aim to provide the shipment to the most remote locations of Pakistan at very affordable
rates. Our operations are distributed in twelve cities of Pakistan, with Head Office in
Karachi and Regional Office in Lahore. We have vendors from all over Pakistan.
3. Usability modeling
Enjoy the best online shopping experience in Pakistan with our Cash on Delivery facility,
7 days replacement and return guarantee. With Techcity.pk, we believe, your market is a
click away!
4. Third party confirmation
With our courier partners TCS, Leopard, Blue Ex and Grey Line Cargo, we aim to provide
the shipment to the most remote locations of Pakistan at very affordable rates.
5. Changes implemented
Enjoy the best online shopping experience in Pakistan with our Cash on Delivery facility,
7 days replacement and return guarantee. With Techcity.pk, we believe, your market is a
click away!
6. Quality assurance
Best quality of the product is our mission

4. 3
Personal Experience
I bought a watch from Techcity.pk Facebook page.
They respond quickly and sent my product just in 2 days at TCS by self-collection. I collect the
watch and pay 2000 rupees to the TCS employee who gave me that product.
It was not a good experience. I used that watch for more than 6 days and it still very useful and
looks like a new watch although some of its strip’s color became light. Moreover it is not the
original product that seen in the pictures on Facebook.
Feedback
I gave my feedback to the Techcity.pk officials that your product is not a genuine one. Its quality
is totally different from that watch which I want to buy from your Facebook page. This is hilarious
that you people are making fun of our desires.
Live chat
Me: Hello,
Employee: Hello sir, how may I help you?
Me: I bought a product from you 1 week ago, I am not satisfied with the quality of that product
that’s why I want to return that product back to you.
Employee: we are very sorry sir,
Sir, Can you please tell me what issue you have with our product?
Me: I already told you that I am not satisfied with the quality of your product
So I immediately want my money back.
Employee: Sir, our company has some policies under which we cannot receive return products
After 5 days. We are very sorry to say that we can’t give your money back. But if
You have some serious issue with the product or you really want your money back
Then you have to write a request letter to our officials and wait for their response.
Me: How long they took to respond?
Employee: Depends on them.
Me: Ok Bye.
Employee: Thank you for calling Techcity.pk.

5. 4
Recommendation
 I am highly recommended that they should have sell original products instead of selling
fake and non-genuine products.becuase it effects on the efficiency of their business and at
the end of the day, their customers are not remains loyal with them which is probably the
worst thing in any business. To avoid these difficulties they should have become more
loyal and more efficient.
 Secondly the return date duration should also increase because 5 days are not enough to
judge the product stability.
 Their target market should be young generation or educated people because in Pakistan,
there were very less number of people who attached with internet.