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  • Faasos CRM Report

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    SaurabhAgrawal
    89 views8 pages
    The document summarizes CRM policies at Faasos, an Indian food delivery company. It outlines Faasos' loyalty program called Faasos Elite, its guaranteed delivery program called Faasos Bolt, and its 24/7 customer care helpline. The document then discusses the impact of these policies in building customer confidence, dependability, and exclusivity. It notes both positives, such as higher customer retention and profitability, and negatives, such as complicated terms and conditions and inadequate authority for customer service staff. Finally, it provides suggestions to improve the policies, such as standardizing delivery times, automating customer support, not expiring credits, and directly refunding payments.

    Original Description:

    Analysis of faasos CRM policies

    Original Title

    Fassos CRM

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    The document summarizes CRM policies at Faasos, an Indian food delivery company. It outlines Faasos' loyalty program called Faasos Elite, its guaranteed delivery program called Faasos Bolt, and its 24/7 customer care helpline. The document then discusses the impact of these policies in building customer confidence, dependability, and exclusivity. It notes both positives, such as higher customer retention and profitability, and negatives, such as complicated terms and conditions and inadequate authority for customer service staff. Finally, it provides suggestions to improve the policies, such as standardizing delivery times, automating customer support, not expiring credits, and directly refunding payments.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    89 views8 pages

    Faasos CRM Report

    Uploaded by

    SaurabhAgrawal
    The document summarizes CRM policies at Faasos, an Indian food delivery company. It outlines Faasos' loyalty program called Faasos Elite, its guaranteed delivery program called Faasos Bolt, and its 24/7 customer care helpline. The document then discusses the impact of these policies in building customer confidence, dependability, and exclusivity. It notes both positives, such as higher customer retention and profitability, and negatives, such as complicated terms and conditions and inadequate authority for customer service staff. Finally, it provides suggestions to improve the policies, such as standardizing delivery times, automating customer support, not expiring credits, and directly refunding payments.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 8

    Faasos CRM

    Eesha Tandon C019


    Sauman Bhakta C046
    Anubhav Sharma D008
    Deepak Chutani D015
    Prakhar Srivastava D037
    Saurabh Agrawal D045
    Vasav Shrotria D060
    Rajdeep Sarkar D064
    About

    • Faasos Food Services Pvt. Ltd., commonly known as Faasos, is an Indian


    "food on demand" company that was incorporated in 2011.

    • Faasos operates in the 16 of the largest cities in India and takes customer
    orders via its mobile app and also the website.

    • It is the only vertically integrated food business in India and operates all three
    stages of a "food on demand" business: ordering, distribution and order
    fulfillment.

    • Faasos receives 10,000 orders a day across India and has recorded a
    growth rate of 20-25 per cent month-on-month
    CRM Policies at Faasos

    Faasos Elite Faasos Bolt Customer Care


    A loyalty and membership 24 x 7 x 365 helpline
    Guaranteed on time
    program
    delivery

    OTP based grievance


    Regular Feedback
    redressal
    On food quality and
    Series of escalations until
    delivery
    customer delight is
    achieved
    Impact of existing CRM Policies
    Existing Policies
    Sense of Confidence

    The existing CRM policies at Faasos are


    advanced and a lot of initiatives like the OTP
    01 Confidence on the grievance
    redressal mechanism

    based grievance redressal mechanism and a


    highly interactive packaging are first of their kind
    in the industry.

    Sense of Dependability

    02 Assured delivery time and


    the ability to live-track orders

    Sense of Exclusivity
    Through the ‘Faasos Elite’
    program
    03
    +ves & -ves of the Existing Policies

    Higher Customer
    Complicated T&Cs
    Retention

    Enhanced Profitability High Touch Model

    Customer Centric Brand Inadequate Authority with


    Image CS Staff
    Improvements
    Suggested
    Faasos Bolt
    Ensure standard delivery time instead of dynamic
    brackets

    Grievance redressal turnaround time


    Incorporate data mining and automated customer
    support systems

    Faasos Credits
    Stop credits from expiring to enhance customer
    dependability

    Refunds
    Disbursal of refunds directly to the parent
    payment method
    Improvements
    Suggested

    Marketing Campaign Management


    Provide tailored offers through automated triggers
    to enhance customer loyalty and repeat purchase

    Agile updates of the app


    Perform active updates as per on-going festivities

    Feedback
    Ensure active analysis and proactive actions
    Thank you

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