ServeRetail

BACKGROUND

Introduce your business and what you do there.

I'm a senior sourcing manager at Avenue Supermarts Limited, a retail company. We are a supermarket chain in India offering a wide range of home and personal products at competitive prices, aiming to provide customers with good value under one roof. We operate over 400 stores across multiple states.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ServeRetail?

We needed help with customer experience and satisfaction.

SOLUTION

What was the scope of their involvement?

ServeRetail provides end-to-end customer life-cycle management. The team has been responsible for onboarding, customer services through calls, chats, and emails, after-sales support, and loyalty program management.

What is the team composition?

We work with 300 teammates from ServeRetail.

How did you come to work with ServeRetail?

We found them on Clutch. We chose them because they were close to our geographic location, had a great culture fit, offered good value for the cost, and had company values aligned with ours.

What is the status of this engagement?

We started working together in January 2023, and the collaboration is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

ServeRetail has achieved several positive results, including a 95% average quality score and a 4.7/5 average CSAT score.

How did ServeRetail perform from a project management standpoint?

ServeRetail's project management is good. We communicate via in-person meetings, virtual meetings, and emails or messaging apps.

What did you find most impressive about them?

ServeRetail's transparency is impressive.

Are there any areas they could improve?

There's nothing they need to improve.