Case Study  |

Boult Audio

How Boult Audio tackled customer escalations & slashed reporting work by 50% with Locale

“Since we implemented Locale.ai we have seen over 50% reduction in manual repeated tasks, overall team efficiency has improved.”

Neelesh Kumar

Head of D2C, Boult Audio

Increased Net Promoter Score

The optimized process accelerated refunds and shipping, greatly enhancing the customer experience.

Improved Customer Experience

The company experienced fewer shipping-related escalations, signifying improved customer satisfaction.

Operational Gains

Locale.ai streamlined Boult Audio's processes, freeing resources for other business areas.

Table of Contents
Use Cases

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Challenges

Rapid Scaling

The dramatic increase in order volumes often led to errors and delays in order management, with some orders not being picked up by delivery partners despite reaching the warehouse.

Operational Complexity

The process involved multiple vendors for different aspects - website hosting, processing, and fulfilment. This complexity made it tough to track orders, especially during periods of high volume.

Fragmented Communication

As the company scaled, work delegation became essential, but it also complicated inter-team communication, making order-level tracking challenging.

Problem With Existing Solutions

Scalability issues Excel Sheets

Boult Audio attempted to address this challenge using Excel, which provided some initial relief. However, as they continued to expand, the operational intricacies grew. They encountered situations where Excel would struggle to load or become unresponsive due to the sheer volume of data they needed to manage.

Too Many Redundant Meetings

The team at Boult Audio had established a daily standing meetings to meticulously review orders, searching for any overlooked or pending shipments. However, this process became increasingly time-consuming and resource-intensive as the order volume continued to grow, resulting in progressively longer meetings.

Use Cases

Identify and Resolve Errors Quickly

Identify where the error occurs in the process, inform the right person in the team, enabling the them to take action more efficiently. In the order management process, such as missing or incorrect information. This has led to quicker resolution times and fewer disruptions. The company has seen fewer customer escalations regarding shipping issues, indicating enhanced customer satisfaction.

Monitor Orders Effectively

Locale.ai analyses the data in the system from the point of purchase to the point of delivery. This gives Boult Audio visibility into the entire order fulfilment process and allows the company to take action to resolve any issues that may arise. This has significantly reduced the necessity for daily standing meetings dedicated to discussing shipment problems.

Ensure Accurate Order Fulfilment

Locale.ai system helps Boult Audio to fulfil orders correctly and on time. This ensures that customers receive their orders as quickly as possible and that they are satisfied with their experience. Thanks to this optimised process, refund initiation and shipping have become quicker, significantly improving the customer experience.

Docking Thoughts

Overall, Boult Audio's partnership with Locale.ai has demonstrated the importance of having efficient order management systems in place for businesses looking to scale and optimise their operations. By implementing Locale.ai, Boult Audio has improved its order management, resulting in a better customer experience, higher efficiency, and ultimately, contributing to the continued success of the business.

In conclusion, Boult Audio's collaboration with Locale.ai is a testament to the importance of adopting the right tools and software to optimise business operations. Boult Audio has successfully streamlined its order management process and improved the customer experience, ultimately contributing to the continued growth and success of the company. By leveraging this power, Boult Audio has been able to focus on its core business, while Locale.ai takes care of the rest.

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