| Coupang
Coupang is Korea’s largest online retailer, powered by a dynamic end-to-end e-commerce and logistics network. They provide exceedingly fast shipping speeds on millions of items including fresh groceries. They have designed and built over 100 unique fulfilment centres, covering 25 million square feet and housing millions of products. This translates into 70% of the Korean population living within 7 miles of a Coupang logistics centre.
Business challenges
Seller Acquisition:
The business has ambitious growth targets and manual intervention was needed to manage the complex lead allocation process amongst BDRS and account managers, but the manual process had become a bottleneck.
No automated Marketing Journeys:
As part of the seller acquisition drive, they were unable to leverage marketing automation to convert leads.
Slow and problematic seller registration process via email:
Sellers from overseas markets would have to submit emails and word forms to register on the platform.
Limited data flow:
Inadequate and non-integrated self-service registration process.
Lack of data governance:
Data was prone to be compromised due to human error and gaps in different processes.
Seller guidance and support:
Content and the user experience was hindering sellers from problem shooting and contributing to a high churn rate.
| We challenge the limits and create impactful experiences to help our customers grow
Implemented Solutions
Smart Lead routing:
Custom-developed automated lead routing solution
End-to-end Customer management:
Lead, Account, Contact and Opportunity management system on Salesforce Sales Cloud CRM.
Automated Data insert:
We developed an automated data feed that allowed Coupang to drop lists of new leads directly into Salesforce and removed all the manual effort of using the data loader.
Online Market Place registration:
A fully functioning website Layer leveraging our expertise in UI/UX for optimised registration.
Customer community:
Custom designed community including the following features: user profiles, application and document submission, support requests, educational content.
Marketing Consultancy:
We worked with Coupang to Design and develop their lead acquisition Campaign.
Marketing Cloud:
We configured and implemented Marketing Cloud and created multiple drip campaigns.
End-user automated engagement:
Email marketing automation and surveys.
Results
Increased seller acquisition:
New monthly seller sign-ups increased by 31%.
Increased operational effectiveness:
Optimized internal team performance with a vast drop in manual intervention required to complete tasks.
Reduced Global Seller Sign up Time:
The length of sign up process for Global sellers has been reduced by 53%.
Accurate Reporting on Content:
They are able to optimise their content’s quality by utilizing the insight into content engagement provided by Salesforce CMS reporting.
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Rizwan Malik
Founder, CEO
With over ten years' Salesforce experience, Rizwan has grown Seamlessideas into a successful consultancy and strategic Salesforce partner.
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