A Case Study on Order Processing Services

Background

The company operates an on-line E-commerce business for customers all across the globe. As a small business, the company's owner was responsible for all aspects of the business - sales and marketing, order management, finance, technical support, logistics and customer service.

Management challenge

• To find adequate time to build the business while having to manage the day-to-day operations - order processing, tracking, customer queries. As a result, it was extremely difficult for the owner to focus on marketing and other business building initiatives
• To ensure accurate, reliable and timely customer service (ie. 24 hour order processing, refunds, order tracking) that will build customer loyalty and reduce churn
• Limited financial resources to build an in-house customer service team, office and technology infrastructure

Approach

• The client decided to outsource the entire Order Management process to Outsource2india. The process included validating on-line orders, handling exceptions (cancellations or modifications to an order), order tracking, order placement, refunds, product queries and other customer service
• A dedicated team was trained on all terminologies and use of the on-line order management system. During the early stages, the client provided extensive training and on-going support to the core team which was crucial to the success of the business model
• Developed proprietary methodologies to validate and authenticate online orders

Results

• The order volumes have increased by 300 percent over the past 18 months following the handling of the Order Management process and assistance in sales and marketing
• Initially handled only the inbound sales and went to offer first level technical support by email
• All new team members are trained by the Outsource2india team, which has freed up the client's time for crucial business building initiatives
• Built a successful partnership model that demonstrates the efficacy of a virtual business with the client and a support team located in different continents

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