Disclaimer
The client requested their branding and all affiliated materials removed before posting. To respect their request and to share the product, a fake company called "ComfyCave" will be used with replacement material.
The Problem
Covid-19 disrupted the global supply chain. Companies like Comfy Cave couldn't import, assemble, and deliver products promptly. Many customers were frustrated, and rightly so. The typical order was an average of $10,000 and postponed up to a year after the expected delivery date. Due to their frustration, customers canceled their orders or performed a credit card charge-back. Comfy Cave's reputation and bottom line declined as a result.
The Solution
After working with Comfy Caves' customer retention team, we learned proper communication would resolve their issue, for the most part. Customers did not mind waiting for their order if they were aware prior and could pay later. It would be difficult for a customer to drop 10k on an order and wait a year for delivery.
Unfortunately, their online store and point-of-sales system did not permit delayed payment and deferred delivery. Their delivery schedule was only accurate for up to two months. However, the system did support down payments and rescheduling with email/SMS notifications. The system was too rigid to change quickly. Therefore the solution was divided into two parts. Part one was a stop-gap solution; part two was a polished integrated experience.
The stop-gap solution was to build a standalone responsive web app to handle the remaining payment and to reschedule the delivery when the order was ready. Comfy Couch would notify the user upfront that their backlog is severe and there is significant wait time. In addition, they would receive an email with instructions on how to pay and schedule once the order is complete and to ignore the assigned delivery date.
Once the stop-gap solution is complete, the team will act as consultants and help fix the existing rigid product. Then integrate a more flexible long-term solution.
The Core Process
The user would receive an email or SMS text instructing them to log in through the pay and schedule application. They would use their existing login credentials, or click on the magic link to authenticate. The application would then permit them to pay for their order and schedule their delivery date. The user would not be permitted to schedule their order if it was not ready for delivery. Afterwords the user would be instructed on how to track their package if they wish.
Challenges
Phase one was completed in three months, from discovery to go live.
The stop-gap solution worked to a reasonable degree following the 80/20 rule. The company still suffered for a while but the losses were drastically reduced.
The stop-gap solution worked to a reasonable degree following the 80/20 rule. The company still suffered for a while but the losses were drastically reduced.
Phase two took roughly a year following phase one going live. The original product was far more flexible and Comfy Cave was able to catch up on its backlog while adapting to new problems post-covid. In 2023, the company is now doing much better with a strong fiscal year and an increase in sales.
