A Leading offline jewelry player in India wanted to use Internet as channel to tap customers. Iksula used cutting edge project management and work flow management tools to streamline different business processes.  The entire operations team was then outsourced to iksula. Management has complete control over the processes with Iksula reporting tools.

Client Profile:
Leading jewelry e-commerce player in India. An online venture of one of the world’s largest buyer of rough diamonds and India’s best exporter of cut and polished diamonds.

Industry:
Online Retail

Location:
India

Business Challenges:

• Operational issues taking management bandwidth.
• Error prone processes due to lack of technology usage for back office processes.
• Difficulty in acquiring and retaining employees due to lack of career development.
• Unstructured product development and poor uptime for the website.

Solution:
Iksula performed an in-depth study and analysis to understand the client’s requirements and suggested an outsourced end to end service. Iksula team manages the following functions / operations in a seamless manner:

• Managing multi-channel inventory, Order and payment processing.
• Customer support and dispute resolution.
• Merchandising and creative design
• Vendor accounting
• Business analytics and metrics reporting
• Product management and development
• Technology maintenance

Transition Process
Iksula transitioned the existing business processes to ensure smooth and consistent client profit as follows:

• Assessment and analysis of the client business processes
• Documenting processes and transferring data/applications/templates
• Streamlining all outsourced business processes using cutting edge technology
• Hiring dedicated proficient persons for the appropriate tasks at reduced cost
• Measuring and tracking processes at agreed frequency to fine-tune performance

Benefits

• 20% cost reduction in payroll and office administration expenses
• 99.97% uptime for the website.
• 25% increase in conversion rate by developing customer friendly workflows.
• 30% increased focus time to concentrate on core business (* As per client feedback)
• Customer satisfaction levels jumped from 70% to 87% points.
• 10% impact on topline due to improved measurement by streamlining analytics.