A lot has changed in the business scene during the past five years, most of the changes either coming of their own accord or being forced due to the pandemic. This event not only changed the way customers or clients interacted with businesses, but also made managers and business owners rethink how to manage their respective teams, and their employees at large. With the boom in online shopping due to the pandemic, most stores, if not all have focused their attention and energies onto their online platforms.
Endogear Australia’s Dilemma
It was after the pandemic ended that one such specialised apparel brand, Endogear Australia, reached out to us for assistance with their operations and processes. In a cursory glance, Endogear Australia’s problems seemed extensive, but the gist of it was
- Lack of clear and concise policies and procedures for operations
- Large number of product returns and cancellations, despite excellent quality standards
- Bad customer reviews, which would further drive down sales and didn’t bode well for the future
How we tackled Endogear Australia’s Problems
Infinikey Solutions tackled the client’s problems in the following way
Order Processing Guidelines, Quality Control Measures and Customer Care
It was discovered that the client was not adhering to any specific formula or method of order processing. To tackle this, we developed Order Processing Guidelines, with criteria for timely and correct fulfilment of order. Furthermore, Quality Control Measures were drafted and enacted to ensure that customer received the best that the company could deliver. Communication procedures were set out for the customer support department, so that queries and complaints could be dealt with in a timely and agreeable manner.
Inventory Management System put in place
More often than not, the incorrect product or size was sent to the client, resulting in dissatisfaction and an ultimate return of the product. Inventory management procedures were set, with regular stocktaking and sorting of inventory items.
Communications design for optimised operations
To achieve better synergy between offshore and onshore resources, a detailed communication strategy was enacted within the organisation to assist all employees to work better and more cohesively. Furthermore, process optimisation and vendor management strategies were also suggested for a better and streamlined workflow.
Automation and integration of processes
Client’s processes on Clickup and Zoho were integrated with Slack for a greater coordination between on-shore and off-shore teams. Furthermore, tasks were automated on Clickup and KPIs established for improved efficiency and productivity. This not only improved consistency across the board but also targeted enhanced scalability for when the business decides to expand its operations.
Human Resource Improvements
In terms of setting out proper HR procedures, Infinikey Solutions also introduced hiring and onboarding procedures. To further that cause, Infinikey Solutions also introduced a system for addressing grievances and performance assessment.
Strategic Partnership with Local Businesses
Infinikey recommended that the client partner with local businesses, especially areas or places that are hotspots for the target market to allow the prospective customer an opportunity to appreciate the look and feel the product in person.
The Results Achieved
In a matter of a few months, Endogear Australia was able to achieve positive results that were further encouraging towards the future outlook.
- As a result of the measures taken by Endogear Australia in terms of order fulfilment and quality control, there was a significant decline in the number of product returns and cancellations;
- Client communication and customer service procedures enabled the client to serve its customers better, answer queries more effectively, and cater to any requests in time, thus leading to increased customer satisfaction;
- Automation made the processes more streamlined from end-to-end, and integration with Zoho and Slack allowed for better and more effective communication of information and expectations across the board;
- Internal communications protocols allowed for better synergy across the organisation, thus leading to more cohesive operational practices
- With the operational guidelines put in place by Infinikey Solutions, the client was able to improve its operational efficiency significantly, leading to better outcomes.
