About Eureka Forbes
It is the leading Health and hygiene solution provider in India. Their product portfolio includes water purification, vacuum cleaning, air purification and home security solutions around 20 million customers, spanning 1500 cities and a global footprint across 53 countries. Aquaguard is the flagship water purifier brand of Eureka Forbes and is a Power Brand
Turnover: $450mn in yearly revenues for the group
Website: http://www.eurekaforbes.com/
Challenge
EFL released that they can enhance their existing ecommerce experience by redesigning the current website, which involves re-architecting and optimization for performance. They also sew an opportunity in redesigning and transforming the current customer purchase and post-purchase experience. They required someone who could manage the entire ecommerce channel including merchandising, technology, fulfillment operations and contact center
- Set-up and run marketplace operations for all marketplaces
Our Solution
- Iksula provided Order Management, Reconciliation and Customer Services like coordinating with 34 Warehouses across the country for Order Dispatch, Logistic and installation at the customer’s location.
- We also coordinated for refunds with the accounts team. We enabled Multi-modal support over call/chat/email, responding to marketplace queries along with Marketplace Reconciliation, SAP & Magento Order Management and various other services.
Iksula Journey with EFL
Key Highlights and Values Delivered
- Iksula delivered a great value to EFL Page’s Customized Buyer journeys and Checkout Optimization tools which has led to an increase in the Transaction value.
- The automated Upsell and Cross-sell features of M2 have helped enhance the Customer experience too. The load became 50% faster and the Bounce rate reduced as well.
- It became easier to create and manage the site content. We have also helped improve search and SEO features by reducing number of steps to checkout in order to combat card abandonment.
