Packlink / Auctane (2021-2022)
Ecommerce & Logistics
About
Packlink is the leading logistics platform for small and medium-sized e-commerce. Its focus is on profitability in the sale of courier labels. Providing good conditions to merchants, integration with e-commerce platforms and marketplaces and a simple and automated user experience. Mainly through its portal for professionals and its website for individuals.
Challenge
Firstly, by competing with other large companies in the sector, both the courier companies themselves, with which partnerships were signed, and with companies with delivery subscription services.
Later, after the purchase by Auctante, and the strategy of going public, the challenge was to integrate with the other companies in the company (shipping easy, stamps, etc.) and maintain its identity and market.
Good results were achieved thanks to a great infrastructure work, a highly qualified technical team and the joint work of the entire product team with sales and customer support. We are looking for the same objectives, cost optimisation and care and attention to both our customers and our customers' buyers.
Project
The first challenge was to solve the problem of Brexit and the new regulations, facilitating the customs documentation process for our clients through a paperless process.
We also worked on improving integrations with ecommerce platforms and marketplaces. Instead of being agents over the phone with a simple and efficient flow in which the clients themselves integrated their shops with the desired platform, in a few minutes and with a ratio of over 80%.
The customers' time was very valuable, in many cases they combined their activity with a full-time job, so working on incidents, automating processes, shipping rules and data visualisation were important projects to keep our customers engaged and keep churn low. The price point and diversity of offerings was a good start but the product team's strategy was focused on helping customers grow and achieve their goals.
My responsibilities
Design processes
Documentation and knowledge management
Collaboration with Stakeholders
Co-creation Workshops
Internal training
DesignOps
Tools, Insights repository, user pool
CRO
Contributions to the design and illustration system
Results
In each quarterly cycle (Q), our overarching goal is to align all our teams with the company's strategic objectives. This involves a multifaceted approach:
Minimizing Churn: We strive to maintain a low churn rate by crafting and implementing effective strategies to recover and retain 'at-risk' customers.
Premium Services: Our focus extends to offering premium services tailored to customers with the highest growth potential.
Empowering Sales: We empower our sales team to transition into account managers, enabling them to provide personalized support to our valued clients.
Streamlined Support: To enhance efficiency, we are dedicated to reducing the workload of our customer support team. This is achieved through the implementation of a dedicated incident portal and continuous improvements to information and platform flows.
All of these initiatives are firmly rooted in data-driven decision-making, in line with our company's DNA, ensuring measurable and sustainable achievements.
Tools
Figma
Miro
Confluence
Jira
usertesting.com
Chromatic
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