Development of an Online Ordering and Call Center Management Platform for FMCG Distribution

The client’s sales team spends significant time conducting in-person visits to outlets for product promotion and order processing, leading to inefficiencies and higher operational costs. Managing a vast network of trading points globally requires a quick, secure, and efficient system for business information management and task coordination. The existing process impacts overall business efficiency and scalability.

A large global FMCG distributor with extensive retail networks seeking to optimize order placement and communication channels.

• Reduce human resource costs by enabling outlets to place orders independently via a web-based platform.
• Enhance communication and task management between call centers and outlets to improve operational efficiency.
• Provide a centralized, secure, and scalable system for managing outlet information, order data, and sales activities.
• Improve order accuracy and facilitate quick retrieval of outlet data for sales and call center teams.
• Streamline organizational workflows for call center staff managing multiple outlets.

• User-friendly interface for outlet order management with capabilities to browse products, view outlet details, and calculate order sums.
• Secure login and authentication for outlets and call center personnel.
• Real-time data synchronization to update outlet data and order status.
• Backend architecture supporting data collection, storage, and processing of orders and outlet information.
• Tools for call center staff to manage, track, and organize outlet-related tasks and communication.
• Notification system to alert outlets and call centers of order status updates and other critical information.

• Product databases for catalog management
• Order processing systems
• Customer relationship management (CRM) systems
• Notification and alerting services

• Scalability to support large global network of outlets and call centers
• High security and data privacy compliance for sensitive business and outlet data
• Performance metrics ensuring seamless user experience, e.g., page load times under 3 seconds
• Reliability with 99.9% uptime and prompt recovery procedures
• Responsive design for accessibility across devices and locations

The implementation of the online ordering and call center management platform is expected to significantly improve operational efficiency by reducing in-person visit requirements and associated costs. It will streamline communication channels, enhance data accuracy, and enable quicker decision-making. Overall, the project aims to contribute to increased sales, lower operational expenses, and scalable business growth with measurable improvements in order processing speed and data management reliability.