top of page

Optimizing Customer Service Efficiency: How EML Transformed DCGPAC’s Supply Chain with Data-Driven Insights

Background

DCGPAC, India’s leading packaging solution provider, offers a one-stop portal for businesses and individuals to purchase packaging products. With a robust presence across e-commerce platforms like Amazon and Flipkart, DCGPAC services a broad customer base, including corporates, retailers, and individuals. Operating through warehouses and direct supplier networks across the country, the company sought to streamline its supply chain operations to boost customer satisfaction and retention.

The Problem

DCGPAC faced multiple operational challenges that hindered its ability to efficiently service customer orders:

  • Lack of Customer Segmentation and Analysis: Customer data was not periodically analyzed to uncover trends or opportunities.

  • Undefined Customer Retention Metrics: Customer retention rates were estimations based on subjective perceptions rather than clear, measurable benchmarks.

  • Service Level Inefficiencies: There was no system to measure order fulfillment efficiency or acceptable service standards across customer categories.

  • One-Time Buyers: A significant percentage of individual customers placed single orders without repeat purchases.

  • Absence of Daily Metrics: No structured system existed to calculate daily lead metrics, making it difficult to prioritize and improve order servicing.

These gaps led to inefficiencies, impacting customer satisfaction, retention, and operational control.

Solution Offered

To address DCGPAC’s challenges, Easemylife (EML) implemented a comprehensive, automated system to measure and enhance customer service levels:

  1. Defined Customer Retention Metrics: Collaborated with stakeholders to establish clear definitions and processes for calculating customer retention rates.

  2. Introduced Monthly Metrics:

    • For Corporate Customers: Metrics like Corporate Hit/Miss and Order Fulfillment Efficiency were tracked monthly.

    • For Retail Customers: A new metric, Same Day Shipment, was introduced to ensure faster order processing.

  3. Customer Profiling: Implemented monthly customer segmentation and profiling to identify buying patterns and opportunities for repeat business.

Created a Daily Planning System: Established a mechanism for generating daily lead metrics, including Corporate Will Hit/Miss and Order Service Rates, enabling prioritization of balance orders and quantities requiring immediate attention.

Implementation Process

The transformation was achieved through a structured, collaborative approach:

  1. Stage-Wise Development: Metrics and dashboards were built incrementally, starting with lag metrics (Customer Retention, Customer Profiling, Revenue, and Profit Dashboards).

  2. Monthly Tracking: Order service metrics were introduced and monitored on a monthly basis to ensure a steady foundation.

  3. Daily Metrics Integration: Once users became comfortable with monthly insights, daily lead metrics were introduced to provide real-time actionable data.

  4. Focus on Priority Orders: The new system combined lead metrics with a mechanism to identify priority orders and line-level quantities for immediate servicing.

  5. User Collaboration and Training: Users were actively engaged throughout the process to ensure adoption and effective utilization of dashboards.

Results and Benefits

The data-driven systems implemented by EML delivered significant improvements for DCGPAC:

  • Enhanced Visibility: Customer service gaps between actual and desired performance were identified, allowing focused improvement efforts.

  • Improved Customer Retention: By defining and tracking retention metrics, DCGPAC gained valuable insights into customer behavior, helping drive repeat purchases.

  • Streamlined Operations: The daily planning system empowered teams to prioritize orders effectively, improving service levels across all customer segments.

  • Increased Engagement: Employees experienced a greater sense of control and accountability through intuitive dashboards that influenced performance metrics.

  • Improved Service Rates: Customer service rates improved significantly, leading to better satisfaction and retention across both corporate and retail customer segments.

​

With EML’s expertise in automating data analytics and creating impactful dashboards, DCGPAC successfully optimized its supply chain efficiency and elevated its customer service performance. By transitioning to a data-driven approach, DCGPAC now possesses the tools to maintain exceptional service levels, retain customers, and drive operational excellence.

 

bottom of page