Pepperi. Building Service Excellence - SD

Pepperi. Building Service Excellence

Background

Pepperi provides consumer goods brands and wholesalers with a comprehensive commerce platform to consistently manage all aspects of their omnichannel B2B sales. To empower them to sell more, better and faster, the platform uniquely combines Sales Force Automation, retail execution, route accounting and B2B eCommerce into an integrated mobile solution that runs natively on all devices to maximize in-person and online B2B sales.

Over 1000 customers, in more than 60 countries, across different verticals – beauty and cosmetics, food and beverage, fashion, FMCG and many more - rely on Pepperi to plan, execute and analyze their B2B omnichannel sales.

To build a department of service engineers. Engineers that would be responsible for communication with B2B clients, have technical expertise to change the platform according to the needs of the client.

Solution

This position is very niche. The solution was to search for young engineers experienced in SQL and JS and hire a Team Leader in the Kiev office.
This decision helped to handle all the requirements and establish smooth communication with clients. The team leader coordinated to boost collaboration in between service engineers and clients, and ensure that projects were executed without dependencies.

Result

  • The B2B clients are successfully supported 24/7 and the projects are rolled out on a production with all integrations.
  • The developed platform allowed users to share knowledge and collaborate using chat, discussion forums, blogs and other tools. The designed widgets, dashboards, interactive reports and other productivity features for different holders allowed us to increase user engagement.
  • The roll out of the portal and mobile applications increased access to information for stakeholders, automated service requests and increased user engagement collaboration, etc.

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