Published:
March 11, 2018
Category:
Ideas / Technology
Client:
Smile Brilliant
Smile Brilliant
Smile Brilliant is an ecommerce platform focused in the Dental health
space in the United States. It has a very deep and sophisticated feature
set. In fact it would not be wrong to call it an ERP instead of an ecommerce plaform . The system developed encompasses nearly all the
functions/departments of the business barring finance.
It is a system with features being added to it continuously over the last 2 years as the needs/requirements of the organization grow.
Implementation Details
Ecommerce Development
WooCommerce , Klaviyo , Twilio API , Google APIs , Zendesk API
The features of the system on a department wise basis are as follows:
MARKETING
Email: Deep integration with Klaviyo allowing for execution of several upselling/cross selling strategies and reduction of cart abandonment.
Upsell/Cross Sell System: Uses a combination of dynamic widgets and popups which suggest products based on the items added to the cart which can be configured.
OPERATIONS
Catalog Management: Sophisticated Product management which allows the site OPS team to configure/setup Composite Products that consist of individual components for which inventory and cost is being tracked.
Order Management
: Highly detailed Order Management interface that allows the site OPS team to manage all aspects of the order from a single page. The Order Management system stores an extremely detailed log of all the events as the order progresses. The system has the ability to handle 3 WAY shipments which allow multiple back and forth shipments to and from the customer to complete the order lifecycle.
Order Printing/labeling
: The system is directly integrated with Commercial Label printers allowing for extremely rapid batch printing of order labels. Shipment team can also generate a manifest to make order pickup by the courier extremely rapid and convenient. Printed documents including Packing Slips, Order Labels and Manifests.
Package Management
: The system allows you to setup appropriate packaging materials and map them onto different order variations. This auto selects the appropriate packaging material such as the right size and type of packaging box for a particular order.
Shipment Management: The shipment management system allows combining multiple orders in various stages of their lifecycle, including one way and three way shippable items, into a single shipment to save costs. Other features include address override capability to ship the order to a different location upon customer request.
Inventory Management
: The system does individual inventory management for all the components that comprise a saleable product. It also monitors inventory levels and raises alerts while factoring in lead times and consumption rate of the item that is running low in stock.
Order Returns/Refunds
: A comprehensive item return system is in place that allows the customer to raise an item/order return/refund request including partial refunds.
Fraud Management
: A detailed fraud management system is in place that analyzes the order on a number of variables including but not limited to the customer’s location, order amount, contact details etc. Orders are given a score which can trigger different types of automated responses including complete order cancellation, customer black listing and order hold for manual review and oversight.
Coupon Management:
Very detailed coupon management system available that allows setting up different types of deals and discounts on a per product and campaign basis. Marketing can also setup specialized coupons for affiliates.
Affiliate Management
:
Complete Affiliate management system that allows registering users as affiliates with detailed tracking of their coupons, traffic as well as their commissions and payouts. The affiliate system is available to the user on the frontend as well so that they can track their own performance. They also have their own dedicated sales pages.
Reporting
:
Comprehensive custom designed reporting dashboard with a large set of KPIs important to the business as well as departmental heads.
Customer Support
:
The system is deeply integrated with Zendesk and allows for the support team to provide customer communication and support via multiple channels including email, phone and chat using the Zendesk backend.
Performance:
The site uses multiple caching strategies to cache the frontend as well as the database to keep the site extremely responsive.
Technology Stack
- WooCommerce
- Klaviyo
- Twilio API
- Google APIs
- Zendesk API
