13% Growth: How We Helped a Leading E-retailer Accomplish It

Requirement

The e-retailer was experiencing a slump in revenues as a consequence of their in-effective call center services. The client was in search of a partner who could bring the sales figures up by revamping the entire call center process. And after a thorough evaluation of the prowess of various services providers in the market, they realized that we were the best and choose to partner with us in their endeavor.

Solution

We first and foremost thing that we did was we initiated a CATI survey, wherein our executives interacted with a large customer base and zeroed-in on the two key drivers of purchase, which is brand and technology. This enabled us to understand the segment and by using these insights, we realigned the client’s business process to better suit the client’s requirements. Then to enhance customer experience, we revisited client’s existing schemes and customized it to meet the requirement of the target audience. We also redefined the client’s online platform and implemented a multichannel customer service mechanism to plug in the gaps in customer satisfaction.

Furthermore, with an eye on increasing the sales figures, we worked with client’s marketing and sales team to develop more pertinent, sales pitches and marketing campaigns. Next we came up with a joint, target-based monthly sales plan, which helped both the sales and marketing teams to work closely and identify shortfall or growth levers at the earliest. And finally, we implemented a lead qualification model which helped the client to prioritize leads based on purchase possibility—thereby improving conversion rates, reducing unwarranted time on unqualified leads, and increasing both speed to market and pipeline visibility.

The Results

All these efforts resulted in 32% reduction in cost per qualified lead. Our initiatives also caused the sales conversion rate to up by 7% in no time. The client witnessed a staggering growth rate of 13% in the first quarter of fiscal 2014. And from being counted among the wooden spoon holders in the e-retail segment, they rose to be counted among the best in the industry within a span of a few months.