Sustainability and Strategic Audit – A84

Case Writing – Drill#2

i. Title:
ii. Executive Summary:
VeryDeli-Mart is a new online shopping platform in the Philippines. It accommodates
online sellers to promote their products online and offers delivery service to the
buyers. After five months of operation, numerous sellers tried to use their online
platform because of their strategic way of immediately paying the seller the amount of
the transaction each time a buyer makes a purchase. Their platform continued to
grow, so does the number of users and amount of data it accumulates over time.
However, as the huge array of products, services and transactions increasingly take
place in their platform, they failed to accommodate and address all the issues that
arising. The case study deals with the following issues:
● Inefficient delivery
● System issues
● Ineffective supervision of service
iii. Subject Information:
Since VeryDeli-Mart manage the entire delivery of the products as well as the
logistics for the returns of product, this case will analyze the issues and provide ideas
for improving the situation of the business. This will focus on the business as a whole
and its stakeholders and take into account the implications of strategic planning and
implementation that will allow them to achieve long-term competitive advantage in
the e-commerce industry.
iv. Challenges and Objective:
Challenges:
Due to the increased demand on their platform, VeryDeli-Mart encountered
complaints in their delivery services. Customers received defective items,
experiencing delays in receiving, and delivered the wrong item. Numerous reports of
fake reviews on the items being sold in their website/app had been detected. Sellers as
well as the customer suffer app crashes due to high number of users using the
platform. Lastly, other ecommerce offers various marketing strategies like promos or
vouchers in which VeryDelii-Mart lacks of. This causes the competitor to attract
customers and gain profit.

● Failed to cater after sales services (e.g., return and exchange of product as well as
delivery concerns)
o delayed deliveries
o defective items
o wrong item delivered
● app crash
● fake reviews on the items being sold
● lack of marketing strategy

Objectives

E-commerce in the Philippines has gained momentum, especially in the economic sector. A
great number of users is interested in the services offered by different E-commerce business.
 Sustainability and Strategic Audit – A84
Case Writing – Drill#2
Basically, using these platforms saved a lot of time and was convenient to use. On one
platform, there are numerous promotions, deals, and product options. VeryDELI-Mart aims
to be one of the most famous and fastest-growing platforms in e-commerce. Services
provided will keep a good business reputation at its peak. Marketing strategies play a vital
role in uplifting the value of an entity. Considering its profitability, Verydeli-Mart always
considers its stakeholders. Building goodwill with customers is one of our duties and
responsibilities. Because good will reflects efficiency and effectiveness in providing our
service. Our valued users will expect continuous improvement from our platform, so we
appreciate any questions or suggestions, as this serves as the foundation for how we
continuously improve our services for our valued stakeholders.

● offers a great deal of convenience and choice to customers

● Building brand recognition
● Increase sales and profitability
● Establish a relationship with stakeholders
● Refine service efficiency
● Continuous improvement of website system
v. Recommended Solutions:
● Outsourcing delivery service
● Improving system/hiring IT experts
● Verification of accounts for both seller and buyers
● Maintaining customer loyalty by providing high level service and offering
discount vouchers, seller incentives and loyalty privilege
vi. Results:
VeryDeli-Mart deals with buying or selling products through internet. They
also help their customers to enter a website of the vendor on the Internet, who trades
products or services directly. As the business expands, it is inevitable for them to
encounter challenges which causes negative impact. Thus, implementing such
strategies will enable them to identify and analyze potential risk. This will help them
to develop plans and new approaches to manage their business in the long run.
On issues regarding deliveries, VeryDeli-Mart engages in different delivery
service couriers to accommodate the demands of its customers. Hiring IT experts will
help the business to cater all the users using their platform and also to check the
validity of the seller and buyer. Lastly, offering them the highest level of service and
offering them discount vouchers, seller incentives and loyalty privilege would attract
more customers and maintain customer loyalty.