THE CHALLENGE

RALLP was working on business process improvement for a well known tailoring brand, with focus on customer experience. The well-known brand is a family business and a 20-year-old practice. The business had continued to use manual entry of data for sales, payments, quotations and invoices along with traditional measuring methods. This made it almost impossible for the salespersons to ensure quick recovery of details (measurements, past invoices)  and customer details at their stores. Lack of data made it difficult to give a personalised experience to the customers, resulting in sub-optimal performance average customer experience.The inability to quickly recover details also led to loss of time due to repetitive work, increase in waiting period for customers  and overall reduction in number of customers catered to.

THE SOLUTION

The diagnostic team from RALLP and the senior management from the tailoring brand had meet-ups in a sequential manner to uncover issues that they faced. Mapping out key highlights a plan for future prospects was made. Necessary details were shared with the RALLP team and a basic system was developed.

The highlights of a follow-up meeting laid the groundwork for a complete overhaul of the system and the new customised sales management system was ready in a few weeks.

The system not only gave an overview of the business, but it also gave real time data of the business which helped the senior management in planning and execution of business decisions.

THE SUCCESS

• Reduction of 64%  of errors
• Up to  42%  time saved due to cutting down of repetitive tasks
• 28%  reduction in waiting time
• Improved ease of business management through real time viewing of details