|
|
| |
Case Study - Leading publishing marketplace |
| |
View PDF  |
|
Q3 helps customer support solution to be seamless and efficient for a web-marketplace |
| Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market. |
| |
| Company
Profile |
| Client is a website for online shopping from the earth’s biggest selection of
Books and was established in 1995. It carries over 1.5 million titles. In order to
market ourselves to sell those 1.5 million titles, we have created various
“online storefronts” on website such as Amazon.com, Ebay.com and
Abebooks.com. These websites have an enormous Client base which affords
smaller, reputable businesses exposure to more people in an attempt to sell
their items and gain exposure, while affording their own customer’s the
opportunity to shop around for the best price. |
| |
| Business Situation |
Client developed a market place as a solution to the problems encountered from over
10 years of selling on various marketplaces and which could resolve problems they
faced as marketplace sellers and design a sound seller friendly platform which would
allow sellers to upload, maintain and sell their books through the .com. In addition to
maintaining our own website and Market-Place, client has maintained itself as the
power seller on these Marketplaces. This is largely due to our pricing, which are considerably
discounted.
Client has affiliated and uploads the inventory and the in-stock to other partner sites.
They are: Amazon.com, amazon.co.uk, amazon.ca, amazon.de, abebooks.com, buy.com,
alibris.com, textbookx.com, half.com, ebay.com, valore.com. it received electronic
orders from these sites apart from their own website and the process follows where the
orders are bi-furcated and passed to the respective publisher/wholesaler and the ASN
or the shipping file received from them in return to the orders and the books delivered
to the end-buyer. The money transaction is handled by Paypal.com.
|
|
| |
| Solution |
Q3 Technologies has been a technology partner since January 2005. The areas we
provide service to this USA client are:
Customer Service
The Customer Service for client is handled at Q3. We handle different mail accounts
where the customer issues are reported. The mails consist of any CS issues related to
the orders on .com or the orders placed at other affiliate sites. The issues/cases are
closed and handled efficiently so that the customer queries get resolved which might
also require a follow-up with the vendors and at times, out of the way service to the
customers on providing finer information on titles after fetching the data from other
sites.
Marketplace
Q3 also handles the service issues for Marketplace. This involves the issues arising
from customers/buyers and the seller related issues. We, at Q3, provide the solutions
to the sellers in form of steps of instructions to be followed to resolve a specific query
which might range from simple file upload issues to acknowledgement and shipping
of the orders. This also involves the follow-up on the orders with Marketplace Sellers
and to verify that these authentic and genuine sellers.
|
| |
| Benefits |
- Support process being continuous due to different time zones.
- Business model and culture at Q3 entails ownership of the process. It is not only the
team members who are dedicated to a client; it is the whole company management
which works in complete tandem and efficiency to ensure that the relationship is
seamless and successful.
- Support was achieved in a very cost effective solution on account of being able to cut down resource costs.
- Provide channel for Indian publishers presence on clients marketplace.
|
| |
|
|
|
| |
Customer Speaks |
| |
| |
 We have found Q3 to be flexible, technically superior and most importantly strictly adherent to deadlines. With little in the way of formal specifications they have worked their magic accurately, thoroughly with little or no corrections. I find the entire team, especially our technical liaison, to be available and really understand our customers’ needs and desires for challenging software. I highly recommend Q3 to all those who need a outsource partner with depth, breadth and a competitive cost structure. |
J. Brooke Aker
CEO, Acuity Software |
|
