Análise de estratégias: propostas de melhorias do gerenciamento de serviços da loja Casa 741

Abstract

This study aimed to evaluate the service management of the company Casa 741, which uses the Dropshipping logistics chain technique and sells items to customers in Brazil. To this end, sales processes, customer service, website analysis and social networks were analyzed, in addition to service innovation processes to conclude and identify improvements and opportunities to increase customer satisfaction and business profitability. Initially, the organizational structure and its competencies were identified, the main processes involved in management were verified, from order processing, inventory management, payment management and customer service, among others. For all these analyses, points and opportunities for improvement in the Customer Journey were verified, with the development of a general map of activities carried out with the touchpoints, which make it possible to visualize the experience that the customer has had or will have with the service. In addition to the purchase incentive proposals based on Product verification by Influencers and the creation of Creatives, post-purchase proposals were also developed for customer loyalty, such as Satisfaction and Incentive Surveys, in addition to impacting new opportunities with the process of greater accessibility from the website. Taken together, these results show that Empresa Casa 741 has excellent service and process management, with only strategic improvement points for greater business profitability.