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Self-Managed Customer Service Platform for Avon
  1. case
  2. Self-Managed Customer Service Platform for Avon

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Self-Managed Customer Service Platform for Avon

coderio.com
Consumer products & services
Retail
Direct Selling

Challenges with Customer Service Efficiency and Platform Control

Avon faced limitations in its existing customer service delivery model and lacked full control over its online platform. The company needed a more efficient and responsive way to interact with customers, manage product information, and process transactions. Limited flexibility in updating the website and a lack of self-service options hindered customer experience and operational agility.

About the Client

A global beauty and personal care company with a long history of direct sales, empowering entrepreneurs and offering a wide range of products.

Project Goals

  • Develop a self-managed website for enhanced customer service.
  • Improve customer engagement and satisfaction.
  • Reduce operational costs associated with customer service.
  • Shorten website development time.
  • Increase responsiveness to evolving customer needs and preferences.
  • Empower Avon with greater control over its online platform.

Functional Requirements

  • Product catalog management with detailed descriptions and images.
  • Secure online ordering and payment processing.
  • Customer account management and order history tracking.
  • Self-service customer support portal (FAQ, knowledge base).
  • Content management system (CMS) for website updates.
  • CRM integration for customer data synchronization and personalized communication.
  • Reporting and analytics dashboards to track key metrics.

Preferred Technologies

Angular
UX/UI Design
Design Thinking
CRM Integration

Required Integrations

  • CRM System (Specify System)
  • Payment Gateway (Specify Gateway)

Non-Functional Requirements

  • Scalability to handle a large volume of users and transactions.
  • High performance and responsiveness.
  • Robust security measures to protect customer data.
  • Accessibility across multiple devices (desktop, mobile, tablet).

Expected Business Impact

The project is expected to significantly improve customer service efficiency, reduce operational costs, and enhance customer satisfaction. Increased flexibility and control over the online platform will enable Avon to respond quickly to market changes and customer needs, ultimately driving revenue growth and strengthening its brand reputation.

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