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A presentation on Supply chain Management & C.R.M.


Prepared by: Pravin V.Divraniya (41) Ankita Suthar (42) Bhumika Tkakkar (40)

Guided by: Prof. Bhavika Bhatt

About the company:


went live in 2007 with the objective of making books easily available to anyone who had internet access. Today, we're present across various categories including movies, music, games, mobiles, cameras, computers, healthcare and personal products, home appliances and electronics and still counting!

Management Team

Sachin Bansal CEO and Co-founder

Binny Bansal (COO and Mekin Maheswari Sujeet Kumar President, President, Co-founder) Technology Operations

13 cities self delivery 20, 000+ items shipped daily 11500000 book titles

Value Proposition
Flipkart is an online shopping destination for India. Categories include Books, Music, Movies, Mobile phones and electronics. The site provides clean user experience and is backed up by reliable service, including on-time delivery, no-questionsasked return policy, and a wide catalogue.

Indias biggest online bookseller

~ 2500 employees $ 11 million sales (FY 2010)

8, 00, 0000 monthly visits

Communication Strategy
Personal Selling
Periodic newsletters

Inorganic marketing kicked in only when the product was Sales Promotion strong. 15 to 20% discount Competitive advantage No loyalty Schemes based on SEO. (Found on 130 keyword searches on search Public Relations engines)
NGOs get additional discounts


TV Newspaper Social Media

Compelling Competitive Advantage

First to offer free of cost delivery Cash on delivery system Shortest Lead time

No question asked return policy Intuitive user interface (ex:- Search Bar) 24 X 7 customer support Late refund policy Strictly abide by never promise something that u don't have rule.

24 Hours: Cities with Flipkart Warehouses 12 hrs - 2 Days : Other cities

Supply Chain
Supplier & Distributors
Local book Vendors Network of 500 distributors Offline Partners

Offices &Ware Houses

8 locations Bangalore, Delhi, Calcutta, Mumbai , Chennai , Pune, Noida, Hyderabad

Tie Up with 15 Courier Companies such as Blue Dart, First Flight, FedEx, Aramex and Professional Couriers Indian post By air, train ,truck, two wheeler, on foot.

Payment & reverse logistics

credit/debit card, net banking, cashon-delivery, Cheque /DD and money order. Prepaid wallet Same Courier company brings back the return goods at no extra cost.

Sophisticated Internet users, Aged 20-40

Warehouses split into multiple areas inventory, packing, shipping Stock replenishment every 24-48 hours. Associates for tracking systems, reconciliation and MIS reports. Private courier companies carry shipment tracking ID or an airway bill number linked to every package. 80% orders are handled via warehouses Warehouses are located near airports.

Connect with Customers

Fans are contributing content to the Page Fans proactively interact on current affairs Product promotions done in highly engaging, conversant tone Innovatively use of celebrities as talking points Frequently seek opinions of fans and acknowledge and respect it In fact there is praise being heaped on aspects like service delivery

Its in me now

Mime 360
WeRead Chakpak

Hosts music streaming for labels like Saregama, Universal Music and Inreco. For entry into the digital distribution of content like music, movies and games. Social book discovery engine Enables users to recommend and discover books, search for authors, rate and review books as well Chakpaks digital catalogue which includes 40,000 filmographies, 10,000 movies and close to 50,000 ratings Acquisition will allow it to offer editorial and user generated content for a vast Indian movies catalog

Consumer Relationship Management:

Has established very good consumer relationship through full consumer satisfaction and their value delivery process. You get that for what you are committed. Trying to achieve the moral support of consumers. Better trade relations before and after the delivery of any product has been made. Trying to build a well connection with consumers (service users.)

Payment Details(C.O.D.)

are absolutely no hidden charges when you make a purchase with Flipkart. We offer free delivery if the order is Rs. 200 or over, otherwise you will be charged an additional Rs. 30 for delivery. The prices listed for all items are final and all-inclusive. The prices you see on our product pages are exactly what you pay for the item.

Debit cards

FLipkart accept Debit Cards issued by the following banks: AXIS Bank Debit Card (VISA Electron only) Canara Bank Debit Card Citibank Debit Card Corporation Bank Debit Card (VISA Electron only) Deutsche Bank Debit Card (VISA Electron only) HDFC Bank Debit Card (VISA Electron only) ICICI Bank Debit Card Indian Overseas Bank Debit Card (VISA Electron only) ING Vyasa Bank Debit Card (VISA Electron only) Karur Vysya Bank Debit Card (VISA Electron only) Punjab National Bank Debit Card State Bank of India Debit Card And Net banking facility as well.

Conclusion (From Flipkart)


believe that our success is largely due to our obsession with providing our customers a memorable online shopping experience. Be it our path-breaking services like Cash on Delivery, a 30day replacement policy, EMI options, free shipping and of course the great prices that we offer. Then there's our dedicated Flipkart delivery team that works round the clock to personally make sure packages reach on time. For now they're present in 27 lucky cities, but don't worry, plans are underway to spread to many others. So it's no surprise that we're a favourite online shopping destination. And it's all thanks to you!