It is an Indian lifestyle retailer for beauty, wellness, and fashion products. It has multiple platforms and touch points with its B2B and B2C marketplace, ranging from web and mobile platforms to physical stores.

Problem Statement / Objective

FiveS Digital is an impact sourcing BPM partner for it’s global clients, helping them improve their CX every single time. Thus, generating on-ground impact by creating job opportunities where people belong.

Challenges

• B2B Customers registered on the client’s shopping website were not purchasing products and the accounts became dormant.
• Discount/Loyalty coupon codes were not working for the customers, so they were dissatisfied.
• Changing of billing address was a concern for customers, due to technology limitations.

Solutions

• Around 2018 deactivated customers were connected through WhatsApp in 3 days of time, with the Sale banner and information.
• Fresh coupon codes were provided to all the connected customers.
• Customers who were facing issue with Billing address change, were satisfied with real time tech update through the backend.

Results

• 20% Dormant accounts reactivated in 3 days.
• 180% sale done against the target, from the reactivated customers.
• WhatsApp bot based timely communication formulated as the process to engage loyal B2B customers, increasing the active B2B base by 27%.

10,000+ beauticians onboarded @ 30% reduction in on-boarding cost.