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Egen Solutions Case Study: Submitted by Lavanya Lipika

Egen Solutions is a grocery e-commerce company facing challenges from increasing online sales and fierce competition. Its goals are to generate high sales volumes and reduce basket abandonment rates. A consumer journey map identified key stages and touchpoints. Common consumer pain points included poor search/checkout experiences and uncertainty over costs/availability. To compete with Amazon, the company could offer click-and-collect and be upfront about shipping. Reducing abandonment rates requires optimizing checkout, providing multiple payment options, and improving site speed and abandoned cart recovery campaigns.

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Lavanya Lipika
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131 views

Egen Solutions Case Study: Submitted by Lavanya Lipika

Egen Solutions is a grocery e-commerce company facing challenges from increasing online sales and fierce competition. Its goals are to generate high sales volumes and reduce basket abandonment rates. A consumer journey map identified key stages and touchpoints. Common consumer pain points included poor search/checkout experiences and uncertainty over costs/availability. To compete with Amazon, the company could offer click-and-collect and be upfront about shipping. Reducing abandonment rates requires optimizing checkout, providing multiple payment options, and improving site speed and abandoned cart recovery campaigns.

Uploaded by

Lavanya Lipika
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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EGEN SOLUTIONS

CASE STUDY
SUBMITTED BY LAVANYA LIPIKA
Agenda

Consumer Pain Minimize Basket


Overview Points Abandonment Rate

Consumer Ways to Compete


Journey Map with Amazon Free
Delivery
Overview

• Online grocery sales are poised to grow faster over the next five years
Situation • Leading retailers prioritize e-commerce by expanding their online assortment
• Retailers need to adapt to the changing consumer needs

• Fierce Competition
Impact
• Lower Profit margins

• Generate high volume of sales


Goal • Reduce Basket Abandonment Rate
Consumer Journey Map
Stages Awareness Consideration Acquisition Service Loyalty

Select and Pay and Contact


Interact and Compare and Pick-up or Enjoy
Add to Confirm Customer Order Again Share and Refer
Engage Evaluate Delivery Groceries
Steps Cart Order Service
• Word of • Word of mouth • Website • Order • Delivery • Phone, • Food • Website • Word of Mouth
mouth • Website • Mobile confirmation service email Products • Mobile app • Social Media
• Social media • Brick & mortar App email • Packing • Live Chat • Packages • Website
• Internet store • Tracking
Browsers • Social media Interact and Engage
(email, text,
Touchpoints call)

Increase: Increase: Increase: Increase: • Deliver on • Increase • Make Increase: • Turn customers
• Awareness • Number of • Shopping • Online sales time customer products • Retention rate to advocate
• Interest website cart value • Conversion • Minimize service to match • Order value • Turn negative
• App visitors • Conversion rate delivery satisfaction expectati • Frequency experiences to
Business rate window • Minimize ons positive
Goal waiting

• Create • Create • Optimize • Optimize • Picking and • Organize • Develop • Target marketing • Manage feedback
marketing marketing grocery grocery delivery customer products • Make re-ordering and social media
campaigns campaigns both shopping shopping service and easy • Develop
Org. both offline offline and
online
experience experience product
range
Upselling/cross-
selling
sharing/inviting
chances
and online
Activities
Consumer Pain Points

Availability
 68% of shoppers would not return to site that
provided a poor search experience
 7.57% of online shoppers will leave their carts if they Process
have to wait more than three seconds for a web Checkout
page to load
 23% of customers will abandon their cart if they Tracking and
can’t see/calculate the order total upfront. Delivery
 31% of online shoppers abandon their carts because
they are being forced to create an account.
 e-commerce can gain a 35.26% increase in
Multichannel
conversion rate through better checkout design.
Shopping

Source: Statista, Baymard.com, IBISWorld, Forbes


Ways to Compete with Amazon Free
Delivery

Third-party Upfront about Shipping Cost, Use


Click and Collect Delivery Service a Flat Rate, Set a Free Shipping
Model Postmates Threshold

One realm where the company can live in the same relative sphere as Amazon:
Customer Experience.
Minimize Basket Abandonment Rate
According to Statista data, cart abandonment averages at 74.2% for online retailers

REASON FOR ABANDONMENT RECOMMENDATION TO MINIMIZE


ABANDONMENT
Ext ra Cost s (Shipping, t ax , fe e s ) 53%
Optimize the checkout process into user friendly
Compli cat e d Che ckout Proce s s 23% experience (i.e., one-click buy, guest checkout,
provide shipping cost upfront etc.)
Unable t o Che ck t ot al cos t upfront 20% Provide multiple secure payment options (i.e.,
PayPal recognized as the most trustworthy option
Don't t rust t he s i t e wi t h cre dit card i nformati on 17% by online shoppers)
Optimize and maintain page load time with
Slow We bpage Load 8% regular real time testing
Plan series of abandoned cart email campaign,
personalized retargeted ads

Source: Baymard.com

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