Gardening Direct Phase II
Working closely with the various teams to develop and deliver unique customisations, adapting the newly launched eCommerce platform to efficiently process orders via the telephone and batch mail order input.
Phase II
Following the new website launch, Phase II was based on customising the backend functionality to allow a newly outsourced call centre operation to input orders directly into the Magento 2 website.
Working closely with the experienced in-house team and the newly appointed call centre, a clear workflow path was mapped, establishing the most time-efficient and effective customised solutions to allow for both telephone and postal orders to be input directly into Magento. The customised works were designed to include the ability of the sales team to upsell and offer targeted promotions to achieve KPI targets.
Key contract elements:
- Scoping and detailing Magento 2 backend order processes to facilitate 30+ call centre operatives
- Mapping process for efficient mail order inputs
- Ensuring functionality for telephone order operatives to cross-sell, increasing AOV
- Extensive testing of customisations
- Implementation of a centralised communications/ticketing process
Statistics
Key features:
Telephone Order Functionality
- Customised backend end experience to enable telephone only promotions
- Peak season averaging 10k telephone orders per month
- Peak season - average 12,000 telephone orders per month
- Backend customisations to increase telephone AOV with upsell and cross sell promotions
- Agent attribute for call centre commissions
Mail Order Input Functionality
- Ticketing communications system
- Back in stock notifications leading to increased sales Increased engagement with customer
- Batch Order Reconciliation
- Rapid & efficient mail order input - Peak season averaging 25k per month
- Process offline payment orders
- Bespoke order statuses for quality control
Customer Service Functionality
- Onboarding new ticketing communications system - Gorgias
- Enhanced customer voucher system
- Bespoke 'Resolutions Centre' for raising order issues
- Functionality to upload images of any damaged deliveries (Resolution Centre)
Testimonial
The iWeb team have worked with Paula on several projects. Having her on board is always a great asset. Her attention to detail and drive to deliver for her clients, means she is always pushing and monitoring the collaborating teams to explore and provide the ultimate solutions and integrations available to achieve optimum results.During this project Paula took the time to meticulously map and understand the newly required processes, enabling our team to deliver a truly bespoke customised build.
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