In today's fast-paced business landscape, companies constantly seek ways to stay competitive and adapt to evolving market demands.
Dr.Bags, a leading bag repair and customisation company, faced several operational challenges before embarking on the Company Training Committee (CTC). The lack of proper systems and processes led to inefficiencies and frustrated employees and customers.
One of the key issues was the need for a proper tagging and tracking system for bags. When bags were misplaced, the entire factory would be activated to search for them, resulting in a significant waste of man-hours.
Additionally, the company lacked proper accounting software, which led to inaccuracies in tracking customer receipts and affected retail staff commissions.
The company also needed to work on non-optimal customer relationship management (CRM) practices, relying solely on Google Sheets to store customer information. Providing a seamless omni-channel experience was also difficult due to the limited number of WhatsApp accounts connected to laptops resulted in slow customer response times.
Order management was another pain point, with staff heavily relying on handwritten notes on receipts, often leading to discrepancies and needing to redo work.
Finally, the company's lack of data management capabilities made it challenging to track demand trends and procure the appropriate supplies to meet customer needs. This led to delayed orders.
Dr.Bags implemented a customised Enterprise Resource Planning (ERP) system with the CTC to streamline its work processes and make them more efficient for employees and customers.
The new asset management system allowed customers to track the progress of their bag servicing, increasing their confidence in the company and reducing the need for them to call in for updates. This, in turn, freed up the customer service team, saving up to 80 per cent of the time spent on bag searching.
The accounting and sales management modules provided real-time visibility into sales figures, empowering the team to make informed business decisions. On the other hand, the CRM system enabled seamless customer data management, reducing the need for manual input and minimising human errors.
The CRM portal also expanded the company's communication channels with customers, increasing productivity by reducing customer waiting times by 30 per cent. The order management system eliminated handwritten notes, reduced errors, and improved productivity by 15 per cent.
Finally, the data management capabilities allowed the company to make better-informed decisions, such as optimising promotions to boost sales and improving supply procurement based on demand trends.
Implementing the CTC at Dr.Bags transformed the company's operations, making it more efficient, customer-centric, and data-driven. This has not only benefited the employees but also strengthened the company's position in the highly competitive bag repair and customisation market.
