Ecommerce MLM business improved ROI with new software capabilities

Problem

Solution

Result

Synopsis

Over the past decade, the direct selling industry has witnessed exorbitant growth across various sectors. With the advent of ecommerce business models, MLM, and direct selling has witnessed transformations in every aspect of operations, approaches, marketing, techniques, and technology. Beyond focusing on generating sales and revenue, businesses are keen on creating and brand impact through value propositions and integrity.

Ecommerce MLM businesses are increasingly focusing on building brand values that can help retain customers and distributors for a longer period of time. Value-based business aspects like distributor training, performance, engagement, etc are given prime importance in order to increase sales volume and thus build businesses efficiently.

Problem

With every business taking the ecommerce route, the dynamics with which the business model has widespread is unimaginable. Without a doubt, direct selling businesses dig into deeper possibilities of blending the business with an ecommerce model to ensure that they are far beyond competition and are visualizing success through a larger window. But beyond generating sales, our client, a prominent ecommerce MLM business, wanted to envision success through value addition and increased brand integrity. Without an active distributor force and a happy customer base, how can a business survive in the long run?

Clearing up these channels with booster bunds to activate distributors from time to time, incite return on investment (ROI) ideally reducing the customer and distributor churn rate, etc were the key drivers that kept us on our toes while structuring a fool-proof strategy for our client.

An ecommerce MLM business has to be vigilant about strengthening its core values which would result in a 360-degree enhancement of the business.

Solution

With a robust track record of driving larger sales volumes and expansion of business to new boundaries, our client was ideally positioned as a ‘successful’ ecommerce MLM business. But like the Jenga game that is built up and high with few blocks missing in between, few of the critical and fundamental aspects of towering a business up were overlooked and neglected by our client. The panel of experts at Epixel MLM Software detected this ‘syndrome’ at a very early stage which laid the foundation for what needs to be done to get the business securely anchored.

From rightly onboarding a distributor to keeping them actively involved with the business to steer clear of disengagement which might adversely affect business in various ways, we focused on fixing the pillars strong. Being very aware of the exceptional products and services range that our client has, we ensured that the product performances are enhanced from time to time to stay ahead of changing customer expectations and preferences.

With these foundational pillars laid strong, we then targeted improving customer and distributor retention rates thus reducing the churn rate. With digitality holding much space in the house, improving mobile application downloads and usage was also given prime importance so that this would ideally result in improved customer satisfaction which is an intangible asset for any business.

Identifying key areas of improvement and integrating avant-garde features to enhance business operations helped ecommerce MLM businesses increase their sales volume and ROI

Ecommerce

An ecommerce MLM business with persistent growth and revenue flow has to be keen on upgrading its features periodically with innovations taking place every now and then. Having had numerous clients operating with an ecommerce business model, we had comprehensive ecommerce business solutions docketed for easy installation and instant results. The bundle covered every nitty-gritty that can intensify the flow of business from product purchase, safe and secure payments, order management, easy shipment and auto-shipping, tracking, quick refund, return, exchange and cancellation, and everything in between.

For proficient progress and improvement of the business, an automated inventory management system was also added which took care of the product availability tracking clearly. This was helpful for the business to administer the stock levels with a prompt notification when the stock is low and, a quick order fulfillment module ensured that restocks are done in a timely manner to optimize faster order processing and ensure customer satisfaction through timely delivery.

Sales dashboard and analytics

Distributors involved in invigorating the business have to have a wider understanding of the business that they are a part of. For this very reason, we planted a sales dashboard and analytics feature to derive instant insights on sales performances, revenue trends, and products that are performing on top gear. The feature helped track performance progress, mitigating errors from the past and helping distributors plan efficiently on their way forward with the brand analyzing the sales structure and revenue flow.

Sales dashboard and analytics is a dynamic feature that can evolve with changing business needs. It leverages every aspect of data like data collection, integration, transformation and visualization to thorougly segregate data and update the dashboard in real time with latest sales information that can forecast the market trends and business opportunities.

Referral marketing tools

Referrals are a stronger marketing technique that can swiftly enhance a business. A confident customer is an asset for the business rather than a customer who is unsure of why they have chosen a particular brand. This is where referrals come to the rescue. You would accept a referral only if the person who referred you is reliable and valid to you. And such referrals are sure to stay helping the business move forward by at least an inch. With referral marketing tools, encouraging and tracking referrals was done accurately. With each successful referral, giving the referrer a unique reward increased the referral rate gradually. Referral marketing tools functioned as the most powerful and effective ways to drive loyal distributors and customers into the company.

Customer segmentation and personalization

To each their own. Keeping this age-old phrase in mind, the customer success team at Epixel proposed adding a progressive feature that can address every category of customers heeding each of their preferences and priorities. This enabled our client to categorize customers to curate personalized promotions based on their choices. The result was a straight increase in average revenue per customer (ARPU) and customer satisfaction score. This was also reflected in the reduced churn rate of customers as well as distributors since reasons for attrition were curtailed with proactive retention strategies.

Compensation plan management

For an MLM business, commissions and compensations are the essential components that decide the success and survival of the business. We devised a structured compensation plan that is customizable and flexible enough to persuade new distributors into the business which can steadily improve sales volume and rank advancement rate. The real-time commission calculation feature ensures that distributor efforts are systematically logged and their earnings are credited instantly through automated commission payouts. With these features embedded into the system, we ensured that the distributors are kept consistently motivated and incentivized, nurturing brand loyalty.

Distributor training and engagement

Keeping every distributor on board with the brand rightly in the loop is where we threw our magic dust next. Distributors are undoubtedly the fuel that helps an MLM business run and grow. And hence, focusing on training them and keeping them engaged is as important as focusing on business growth. Did we tell you that our communications tools are so impeccable that they can bring your distributors together and keep their involvement levels high through chats, announcements, quizzes, certifications, multimedia resources, etc? With this, the graph hit a new high in terms of distributor acquisition and retention rates.

Customer support ticketing system

Minor or major, customer and distributor inquiries, concerns, and complaints have to be meticulously logged, observed, and attended to rapidly taking only the bare minimum time to respond. For this, we chipped in an advanced customer support ticket system that can notify the status of the customer inquiry ever since it is registered till it is resolved and closed. The same system was used for order tracking to update customers from time to time on the status of their order ever since the purchase is made till the delivery. This can improve customer satisfaction to a whole new level by reducing order fulfillment time thus enhancing transparency and trustworthiness.

New Features

Customizable compensation plan engine

New sales dashboard and analytics

Distributor engagement tools

Quick order fulfillment module

Referral marketing tools

Customer support ticketing system

Repurchase and auto-ship

Knowledge-base integration

Challenges Met

Despite integrating every expert feature into the system, we wanted to ensure that the ecommerce MLM business can be expanded any wide and is competent enough to even cope with hypergrowth. For this, we decided to maximize the involvement of the distributor force by integrating gamification features that incited their overall performances through gaming elements like leaderboards, badges, and achievement levels which induced fun and activity helping rank advancement as well. The biggest concern that made us burn some midnight oil was to keep up the integrity of the business and protect distributor earnings carefully. We ensured that every data that flowed in and out of the system was painstakingly secured with a robust framework that prevented unauthorized access and data breaches. We then formulated stringent measures to prevent duplication and fraud prevention from the grassroots level to prevent any duplicate accounts from encroaching on the system and no fraudulent activities to occur.

This not only boosted the brand confidence and credibility but also improved the customer and distributor reliability and trustworthiness of the business.