Self Service Order Management
About the Project
A Furniture selling platform which designs and sells ready-to-assemble furniture, kitchen appliances, decoration, home accessories, and various other goods and home services.
Goal
The aim of this application is to support the post-purchase customer journey with Purchase History, Purchase Details Page and Self-service Actions, so our customers are empowered to see and act on their order without Co-worker assistance.
Duration:
6 months
Location:
Netherlands
Industry:
Project Type:
Marketplace
Duration:
6 months
The Problem
A post purchase journey of a self service platform deals with lot of customer journey and satisfaction. Taking the order then tracking it manually via calls becomes little bit cumbersome and creates problem for customers.
Customers were not able to repeat orders from the cart as there was no options for purchase history.
Few features like order tracking, rescheduling or cancelling were not available in few countries which deprived many of the customers to avail full services.
Users were deprived of the features of generating invoice, adding spare parts and assembly.
The Challenges
Our main challenge is to come up with a feature where we can solve the major pain point of customer which is of order tracking/ rescheduling.
We needed to implement a service through which can enhance the application’s features and appearance.
The Solution
We needed a common solution which can focus on all the features to be developed and can solve user problems living oversees.
We worked on post purchase customer journey with Purchase History, Purchase Details Page and Self-service Actions, so our customers are empowered to see and act on their order without Co-worker assistance.
FLAGGA service was implemented that lets you change the behavior and appearance of your application without requiring new updates or deploys. It has a UI that allows any type of user to modify the configuration ruling an application.
FLAGGA has main functionality to enable or disable features based on different needs globally which ultimately helped to settle problem of currency display, date format, language and other features like-
Order Rescheduling
Order Tracking
Purchase History
The Objective
Our main objective was to address the challenge of improving order tracking and rescheduling. We implemented a dynamic feature configuration service. Given the client’s focus on delivering a quick solution with ease, possessing high-level abstract "outside the box" thinking was also a primary requirement.
How it works
The aim of this application is to support the post-purchase customer journey with Purchase History, Purchase Details Page and Self-service Actions, so our customers are empowered to see and act on their order without Co-worker assistance.
Placing Order
Order Received
Order Picked
Order being received
Order is on way
Order Delivered
Functions
Order Reschedule
Order Cancellation
Waiting List (No Stock)
Request Assembly
Deviation Handling
Claims
Returns
Spareparts
Buyback
Core Features Developed
Track your Order
A seamless experience which provides users with an easy and informative experience to check the status and location of their orders.
Order Lookup
Order lookup page should be clear, concise, and helpful to guide users in retrieving information about their orders.
Purchase Detail Page
A detailed page for customers with comprehensive information about their purchases.
Purchase History List Page
With clear overview of their past orders, the page is organized, easy to navigate, and offer relevant details about each purchase.
Locker Information
All data about the customer gets stored and protected at a place to easily go through it when needed.
Show Refund Status on Purchase List
Shows all the current active refund state for the refund orders in the purchase list page. Customers will be informed about the active refund state on the purchase list page itself so he can have a quick look of the refund status.
Purchase History List Page
With clear overview of their past orders, the page is organized, easy to navigate, and offer relevant details about each purchase.
Locker Information
All data about the customer gets stored and protected at a place to easily go through it when needed.
Show Refund Status on Purchase List
Shows all the current active refund state for the refund orders in the purchase list page. Customers will be informed about the active refund state on the purchase list page itself so he can have a quick look of the refund status.
The Result
Here are the impactful results the client achieved after implementing our Self Service Order Management solution.
Intuitive and Engaging User Experience
A smooth, responsive, and intuitive interface was developed, ensuring effortless navigation and seamless interactions for users across all devices.
Efficient Product Discovery
Enhanced search and filtering functionalities allow users to quickly sort and view furniture items based on their preferences, significantly improving browsing efficiency and satisfaction.
Cost Reduction and Higher Reach
Implementing the FLAGGA service led to notable cost savings by achieving zero dependency on customer care, while simultaneously driving greater website reach and user engagement.
Improved Code Quality and Reliability
The integration of unit test libraries and comprehensive test cases ensured that each component of the application performs reliably, adheres to requirements, and delivers consistent, error-free results.
Technologies Used
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What Our Clients Say
Bitontree delivered an exceptional self-service platform that transformed our customer experience. Their innovative FLAGGA integration and flawless UI design greatly reduced costs and improved global functionality.
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