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Zalora's Profile
Company Background
- leading the internet fashion industry webs in Southeast Asia
- Asia’s fastest growing fashion based e-commerce website
- operating in 8 countries including Malaysia, Indonesia, Singapore, Hong Kong, Vietnam, Thailand, Philippines and Brunei
Zalora's Mission
Zalora’s mission is to provide passionate customers a dynamic, ever-evolving and passionate business environment
Type of Products/Service
- offers a wide collection of more than 500 national and international designers and brands
- free return policy in thirty-days along with speedy delivery within 1 to 3 working days, even free delivery on certain spend
- cash on delivery
CRM
Customer Relationship Management
Uses data analysis to build better relationships with customers, focusing on customer retention.
Operational
Operational CRM is made up of 3 main components: sales force automation, marketing automation, and service automation
Sales force automation
Sales force automation implements Sales promotion analysis, automates the tracki...
Sales force automation implements Sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales and coordinates sales, marketing, call centers, and retail outlets. It prevents duplicate efforts between a salesperson and a customer and also automatically tracks all contacts and follow-ups between both parties.
An example would be when a customer logs in into the website and wants to place an order for an item. Past items that he viewed or similar items would appear and the customer would have an easier time looking for the things he wants. This way, Zalora also can cater to the different customer needs and also find out what items are more popular
An example would be when a customer logs in into the website and wants to place ...
Marketing Automation
CRM tools with marketing automation capabilities can automate repeat...
CRM tools with marketing automation capabilities can automate repeated tasks, for example, sending out automated marketing emails at certain times to customers, or posting marketing information on social media. The goal with marketing automation is to turn a sales lead into a full customer. CRM systems today also work on customer engagement through social media.
Using social media to post updates about sales and using that to turn potential customers into actual paying ones. This way, lesser resources are used to attract customers while the process itself is automated.
Using social media to post updates about sales and using that to turn potenti...
Service Automation
Through service automation, customers are supported through multiple channels su...
Through service automation, customers are supported through multiple channels such as phone, email, knowledge bases, ticketing portals, FAQs, and more.
Things like standard emails are automated. For example. when a customer sends in...
Things like standard emails are automated. For example. when a customer sends in a request for help on a missing product, the AI will automatically reply asking for certain information such as tracking information etc. This helps to speed up the information gathering process.
Analytical
Analyze customer data collected through multiple sources, and prese...
Analyze customer data collected through multiple sources, and present it so that business managers can make more informed decisions. These analytics help improve customer service by finding small problems and thus marketing differently to suit the customer's needs.
Collaborative
Collaborative
The third primary aim of CRM systems is to incorporate external stakeholders such as suppliers, vendors, and distributors, and share customer information across organizations.
Customer Satisfaction
- CRM allows businesses to customise their products to customer's needs.
- Allows businesses to provide accurate and efficient processing of customer's requests.
- Call centers: Zalora uses CRM systems in their call centers and it stor...
- Call centers: Zalora uses CRM systems in their call centers and it stores customer information and data so as to assit and ensure efficient retrival of information.
- Social Media: Zalora uses social media to update and keep customers interested in the products they offer.
Main problem
Too many resources are used to follow up with customers, and could be better allocated elsewhere.
Solution
CRM incorporates a lot of automation and the main idea is to make customers happy by fulfilling their needs. It solves the problem of using too many resources to attend to customers by using automation to analyse the customer's needs to better cater to them so that less resources are used with maximum efficiency, at the same time making customers happy.
Transaction Processing System
What is TPS?
- the basic business system that serves the operational level (analysts) in an organization
- monitors, collects, stores, modifies and retrieves data
- accessible to multiple users
- processes data in two basic ways
Batch Processing Transaction
- system gathers transaction over a period of time and processes the all at once
- eg. salaries
On-Line Transaction Processing (OLTP)
- transactions are processed online immediately as soon as they occur
- eg. customer's online payment
OLTP
- captures of transaction and event information
- store the information and update existing information to reflect the new information
- Real time transaction
- Uses Payment Card Industry cards (Mastercard ,Visa) or Paypal
Advantages
Rapid Response
- ablity to process serval thousands of operations at once
- it is designed to process multiple request and transactions at one time
Easy and Quick
- TPS is easy to use just by form filling
- transaction is automatically and immediately processed
Easy and Quick
Borderless
- borderless access to global market
- easy access to worldwide customers as purchases can be made online by credit cards and online banks etc.
Borderless
Disadvantages
Customer Confidence in Security Features
- privacy and security of customers are stored in database
- hazardous as hackers may crack into system
Unscheduled Downtime
- network outrages
- data corruption
- and hardware failure
Not all customers are technologically literate
- some customers are not familiar with online transcations
- however, Zalora does offer COD
OnLine Analytical Processing
- involves relatively fewer transactions compared to OLTP
- consolidates data from the various OLTP Databases
- to help with planning, problem solving, and decision support
Main Problem
Zalora needed a way to use the different information that was required to deal with the different outcomes they wanted.
Solution
Using the information collected, Zalora effectively tracks down customer activity like how much a certain customer spends, country where he is and age group etc.
With this information, they can see where their business is profitting from and how they can improve.
e.g A certain product might not be doing well and so Zalora can discontinue it and replace it with a different product that's more suited to customers needs