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A presentation on Supply
chain Management &C.R.M. of
Prepared by:Pravin V.Divraniya (41) Guided by:Ankita Suthar (42)
Prof. Bhavika BhattBhumika Tkakkar (40)
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About the company:Flipkart went live in 2007 with the
objectiveof making books easily available to anyonewho had internet
access. Today, we're
present across various categories includingmovies, music, games,
mobiles, cameras,computers, healthcare and personalproducts, home
appliances and electronics
and still counting!
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Management Team
Sachin Bansal CEO and Co-founder
Binny Bansal (COO andCo-founder)
Mekin Maheswari President,Technology
Sujeet Kumar President,Operations
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Indiasbiggestonline
bookseller
13 cities selfdelivery
11500000book titles
8, 00, 0000monthly
visits$ 11 million
sales (FY2010)
~ 2500employees
20, 000+items
shipped
daily
Flipkart is an onlineshopping destination for India. Categories
includeBooks, Music, Movies,Mobile phones andelectronics. The
siteprovides clean user experience and isbacked up by
reliableservice, including on-timedelivery, no-questions-asked
return policy, and awide catalogue.
Value Proposition
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Customer
Personal Selling Periodic newsletters
Sales Promotion 15 to 20% discount No loyalty Schemes
Public Relations
NGOs getadditionaldiscounts
Advertising TV Newspaper Social Media
Inorganic marketingkicked in only whenthe product was
strong.Competitive advantagebased on SEO.
(Found on 130 keywordsearches on searchengines)
Communication Strategy
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Compelling CompetitiveAdvantage
First to offer free of cost deliveryCash on delivery system
Shortest Lead time24 Hours: Cities with Flipkart Warehouses12
hrs - 2 Days : Other cities
No question asked return policyIntuitive user interface (ex:-
Search Bar)
24 X 7 customer supportLate refund policyStrictly abide by never
promise somethingthat u don't have rule .
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Supplier &Distributors Local book
Vendors Network of 500
distributors Offline Partners
Offices&WareHouses 8 locations
Bangalore,Delhi, Calcutta,Mumbai ,Chennai ,
Pune,Noida,Hyderabad
Logistics Tie Up with 15
Courier
Companiessuch as BlueDart, FirstFlight, FedEx,Aramex
andProfessionalCouriers
Indian post By air, train
,truck, twowheeler, onfoot.
Payment &reverselogistics credit/debit
card, netbanking, cash-on-delivery,Cheque /DD andmoney
order.
Prepaid wallet Same Courier
company brings
back the returngoods at noextra cost.
Customer Sophisticated
Internet users, Aged 20-40
Supply Chain
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Warehousing Warehouses split into multiple areas inventory,
packing, shipping
Stock replenishment every 24-48 hours.
Associates for tracking systems, reconciliation and MIS
reports.
Private courier companies carry shipment tracking ID or an
airway bill number linked to every package.
80% orders are handled via warehouses
Warehouses are located near airports.
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Fans are contributing content to the Page Fans proactively
interact on current affairs Product promotions done in highly
engaging, conversant tone Innovatively use of celebrities as
talking points Frequently seek opinions of fans and acknowledge and
respectit In fact there is praise being heaped on aspects like
servicedelivery
Connect with Customers
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Its in me now Hosts music streaming for labels like
Saregama,Universal Music and Inreco.
For entry into the digital distribution of contentlike music,
movies and games.
Mime 360 Social book discovery engine
Enables users to recommend and discover books, search for
authors, rate and reviewbooks as well
WeRead
Chakpaks digital catalogue which includes40,000 filmographies,
10,000 movies and closeto 50,000 ratings
Acquisition will allow it to offer editorial anduser generated
content for a vast Indianmovies catalog
Chakpak
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Consumer RelationshipManagement:
Has established very good consumer relationshipthrough full
consumer satisfaction and their valuedelivery process. You get that
for what you arecommitted.Trying to achieve the moral support of
consumers.
Better trade relations before and after the delivery ofany
product has been made.Trying to build a well connection with
consumers(service users.)
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Payment Details(C.O.D.)
There are absolutely no hidden charges when youmake a purchase
with Flipkart. We offer free
delivery if the order is Rs. 200 or over, otherwise youwill be
charged an additional Rs. 30 for delivery. Theprices listed for all
items are final and all-inclusive.The prices you see on our product
pages areexactly what you pay for the item.
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Conclusion (From Flipkart) We believe that our success is
largely due to our obsession with providing our customers
amemorable online shopping experience. Be it our path-breaking
services like Cash on Delivery, a 30-
day replacement policy, EMI options, free shipping -and of
course the great prices that we offer. Thenthere's our dedicated
Flipkart delivery team thatworks round the clock to personally make
surepackages reach on time. For now they're present in
27 lucky cities, but don't worry, plans are underwayto spread to
many others. So it's no surprise thatwe're a favourite online
shopping destination.And it's all thanks to you!
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