Over the past couple of years, the e-commerce industry has undergone a massive transformation, due to pandemic-induced changes in consumer behavior. Digital shopping channels have witnessed greater adoption, and online sales have broken records. Despite this positive trend, an e-bike company faced some roadblocks that slowed down their growth. They secured additional funding to amplify their business, but challenges with their systems and processes created obstacles for them. Although our client believed e-bikes should be both reliable and elegant, offering a stress-free way to explore the community, their service failed to meet customer needs. To streamline their order management and fulfillment system, SupportNinja got to work and provided a powerful CRM tool. The fruitful results were evident, magnifying improvement and seamlessly putting our client's growth back on track.

The challenge

Without established processes in place to ensure a smooth customer experience, this e-bike client encountered multiple bumps in the road. Inefficient order management caused several problems, resulting in delays addressing inquiries and transaction requests. This reduced customer loyalty, leading to frustration and disappointment.

Moreover, the absence of an efficient system created gaps in managing orders, leading to missed business opportunities. To address these challenges, the client recognized the need to outsource its order management process, assembling a team of customer service agents to help manage the function. Failure to outsource would perpetuate the issues, risking further damage to the company's reputation and loss of customers. With this in mind, they reached out to SupportNinja.

The solution

Once SupportNinja came on board, this client gained access to a team to source, hire and train order management agents. SupportNinja then streamlined their workflow with a cloud-based CRM solution to efficiently manage order requests and tickets while tracking service levels.

During the onboarding process, SupportNinja’s Delivery Excellence team mapped out the order management processes and simplified the following workflows:

• Pre-sales
• Order status
• Fulfillment
• Returns and refunds
• Troubleshooting

Additionally, we integrated the workflows into our client’s cloud-based CRM system. This exercise uncovered disconnects across the different workflows, leading to the identification of gaps in service. 

The results

Prior to hiring SupportNinja, the company’s team average CSAT score was a 3.9 out of 5. After working with SupportNinja, they experienced a 23% increase in customer satisfaction after 30 days in production, resulting in a team average score of 4.8 out of 5.

The streamlined workflows and improved service quality were quickly achieved when SupportNinja helped this client to address these critical gaps. By recognising specific moments in their workflows that impeded success, this client has gained valuable insight into what needs changing in the future. Now with a CRM in place, this client can operate more efficiently and:

• Provide enhanced customer service through streamlined order requests. Now that all customer interactions are consolidated into one single platform, customer service agents can access the information they need quickly and easily, provide accurate updates, and consistently deliver quality service to their customers.
• Enforce a systematic ticket management approach. This will enable our client to categorize, prioritize, and assign tickets based on an agreed-upon set of processes and rules. Tickets will be handled in a timely manner, allowing clear visibility into the status and progress of each ticket.
• Implement tracking of service levels. Utilizing the CRM solution makes it easier for the company to measure its service offerings in a systematic manner. It also enables the company to monitor key performance indicators (KPIs) like response and resolution time, ticket volumes, and customer feedback rankings. Tracking service levels will improve their workflows and ensure a unified approach to customer service. 
• Integrate with other business systems. As an e-commerce company, the client will benefit from integrating the CRM solution with their e-commerce platform, order management system, and preferred communication channels. This will allow the client to work with data seamlessly and eliminate time-consuming manual data entry. The client will also be able to facilitate more collaboration across departments in the company.

Ultimately, our client had a loyal customer base but needed to improve its customer satisfaction scores. They had tried to manage order inquiries and transaction requests in-house, but it was an inefficient process. With SupportNinja's help, our client was able to streamline their workflows and significantly improved the buying experience of their customers. 

Improve your order management & fulfillment processes with SupportNinja today

The partnership with SupportNinja resulted in an efficient system that enhanced customer satisfaction. The cloud-based CRM solution helped funnel all order requests and tickets, enabling agents to manage them efficiently and track service levels. The streamlined workflows helped address gaps in service, resulting in enhanced service quality. Our client's customer satisfaction scores improved significantly, leading to increased customer loyalty.

If you're facing challenges in managing your customer service function, we can help you get things in gear. Contact us today to learn more.