OBJECTIVE

Venture Consulting was engaged by a leading Australian retailer to drive improvements in the effectiveness of its digital sales channels

Specifically, we explored how to increase our client’s sales by:

  • Improving the front end online customer experience

  • Determining the appropriate online customer support model

  • Increasing store traffic, both offline and online

  • Improving the online fulfilment model

 

OUR SOLUTION

Venture completed a detailed diagnostic of the end to end customer experience, and identified specific, measurable actions to improve performance:

  • Focus on user experience enhancements that improve both the online researching and purchasing experience

  • Site enhancements: the redesign of high traffic pages to support conversion

  • Key traffic drivers can be optimised and scaled to improve volume, while leveraging internal resources and building SAM’s internal team and supplementing with external support

  • We also analysed the backend fulfilment processes to drive operational efficiencies and recommended how to establish best in class online customer services, including:

    • Introducing lifecycle eDM programs

    • Optimising transactional emails

    • Implementing mechanisms to grow the size and quality of the eDM database