Case Studies

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When Endogear Australia, a specialised apparel store, initially reached out to Infinikey Solutions, it was because they were facing issues with adhering to the procedures that were laid out by the management. Furthermore, the store was facing a large number of product returns and cancellations, despite having a product they were confident was an excellent quality. Customer reviews were at an all-time low, and the client was afraid that it wouldn’t bode well for sales in the long run.

Upon closer inspection, 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 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.

The product return issue highlighted another problem area for the Endogear Australia: inventory management. 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.

In the broader sense, the client was suffering from a lack of synergy in between departments as well. Furthermore, with a lack of a cohesive communications strategy within the organisation, most employees were left to do as they saw fit rather than following a set of procedures. This was particularly problematic with regards to the offshore resources, who were not working in unison with the onshore resources. To counter this, a detailed communication strategy was enacted within the organisation to assist all involved parties to work better. Furthermore, process optimisation and vendor management strategies were also suggested for a better and streamlined workflow.

In terms of setting out proper HR procedures, Infinikey Solutions also introduced hiring and on boarding procedures. To further that cause, Infinikey Solutions also introduced a system for addressing grievances and performance assessment.

Infinikey recommended that while the client’s presence was reasonably substantial on the online front, the on ground visibility was next to nothing. 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.

Implementing comprehensive processes and procedures not only resolved immediate challenges but also established a framework for continuous improvement and long-term success. Strategic guidance and tailored solutions, empowered the client to navigate complexities with confidence and achieve their business objectives effectively.

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