Case study · Retail & E-commerce
Coupang: seller sign-ups up 31% with automated onboarding
The challenge
Coupang runs an end-to-end e-commerce and logistics network in Korea, and it had ambitious targets for signing up new sellers. Leads were shared out between business development reps and account managers by hand, and that manual step had become the bottleneck.
Overseas sellers registered by emailing documents and Word forms. There were no automated marketing journeys to turn interest into sign-ups, data was exposed to human error, and sellers struggled to find answers for themselves, which added to churn.
Our approach
We built a custom lead routing solution and put lead, account, contact and opportunity management on Sales Cloud. An automated data feed now drops new lead lists straight into Salesforce, so nobody has to load them by hand.
For sellers, we designed a registration layer for the marketplace website and a custom community with profiles, application and document submission, support requests and learning content. We also designed the lead acquisition campaign and set up Marketing Cloud with drip campaigns, automated email and surveys.
The outcome
New monthly seller sign-ups rose by 31%, and the time it takes a global seller to sign up fell by 53%. Internal teams spend far less time on manual tasks, and engagement reporting shows which seller content is working.