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Case Study #11 (E-commerce Initiatives, Domestic Priority)
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A B2C portal, with a focus on music, wishes to establish itself as the preferred resource for any category of music, within a very short period of time. Its strategy involves high-volume, competitive pricing, quick deliveries to numerous, widely dispersed locations in various parts of the country, and a facility for the customer to return the shipments
Analysis
The time-sensitivity and high volumes to the myriad locations entail a dedicated team to expedite the regulatory processes. The portal, being a 24-hour service operation, also involves multiple pickups and deliveries outside the normal schedules.
Business Solution
Blue Dart sets up a team of operations and customer service agents, focused on meeting the needs of the portal, and providing a single contact to the customer. Regulatory processes are streamlined in advance to expedite movement between the various states of the country. A dedicated customer service team provides all the information needs of the customer.
The portal has since diversified into various other products, such as books and imitation jewellery, and uses Blue Dart for fulfilling all its business transactions on the web.
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