NowNow Case Study Solution

Question 1: What should you investigate to determine why there’s been a shift in orders
to competition? These can be internal or external factors, qualitative or quantitative.

Answer: The factors which may be leading to shift of orders

Competitive Advantage
• less marketing than competitor
• exciting deals given by competitor
Customer Satisfaction
• Customer dissatisfaction on products
• Average delivery time
Branding
• unable to attract new customers
• Product Quality
Question 2: How would you solve for each factor? What processes would you put
in place to quickly identify issues before they exacerbate? Mention dependencies
on other teams within your answer.
Answer: Below is the possible solution for each factor:
Competitive advantage
• I would suggest marketing team to increase the ads for our main products in that area
• If the competitor is offering better deals to attract the customer in order to retain our customers, we would
also need to offer deals that are suitable for us, which would also increase the new customers

Customer Satisfaction
• I would check for the customer ratings in that area, if it’s about any product or any other issue, I would try
to solve it.
• To attract the customers, I would try to decrease the delivery time by hiring more delivery personal

Branding
• Branding always helps to retain and gain more customers day by day
• By increasing the product quality by acquiring more new innovative stores would brand our name in the
market

Processes Set Up:

I would set up dashboards with metrics that would give us the clear picture of the trend on daily basis. We can
also set up the alerts for each metrics recognising the decrease in any of the metrics from their defined range
KPI Summary

Additional
Store Name Area Product Type Entity
Filters

Sales and Units Sold by month

Average Delivery Time YTD Sales
35
30
25
20
NPS Score YTD Units Sold 15
10
5
0
May'22 Jun'22 Jul'22 Aug'22 Sept'22
Customer Retaining % New Customers
Sales Units Sold

Customers Conversion
Sales
Sales and Units Sold by product type

Units Sold
Sales

Units Sold
MTD Sales

MTD Units Sold

Product 1 Product 2 Product 3