Khazenly delivers exceptional merchant experience with Salesforce
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See how e-logistics and fulfilment start-up is helping ecommerce merchants grow
About the Customer
For a digital start-up enabling the growth of ecommerce merchants across Egypt and the Middle East, Khazenly is an apt name. An Arabic word meaning ‘store for me’, this ambitious young company, launched in mid-2021, provides retailers in the region with e-fulfilment and logistics solutions, enabling sales opportunities through new channels and financing.
Summary
The Challenge
Improving e-fulfilment solutions and the customer experience for retailers.
Khazenly needed a warehouse management system (WMS) with a client-facing interface – but it soon proved insufficient to meet merchants’ requirements. “Before Salesforce, there was a lot of frustration,” said Ahmed Dewidar, Co-Founder and CTO, Khazenly. “We were making 10 orders per day, and we were swamped by them.” Creating a customer-centric approach was key to Khazenly, one that would enable its clients’ growth while delivering an optimum user experience.
How Salesforce Helps
Enhances functionality and experience with custom integrations that automate multiple processes.
Implementation happened almost entirely in-house. The team took full advantage of Trailhead, which provided a wealth of information, and AppExchange for quick, ready-made solutions and components, such as a status timeline, charting orders from lead to delivery through every point in the cycle. Recently, Khazenly has exposed this view to its clients’ clients – enabling them to track their own orders by clicking a link within an SMS alert. “Time to market is always a consideration,” said Dewidar. “If we need to launch a new functionality, we turn to AppExchange instead of developing something new from scratch.”
An early added capability was the reverse logistics process – refunding, returning, or exchanging an item. Previously ‘a pain in the neck’, the process is now fully automated. “We built a wizard with Salesforce, using Lightning flows,” said Dewidar. Through a rich dashboard, merchants can make instant data-driven decisions.
Creates intelligent systems to ensure quick delivery and optimum efficiency.
To fulfil orders from any warehouse or location efficiently, Khazenly uses an integration with ChatGPT. This has created a superintelligent system that can match consignees’ location to standard neighbourhoods to ensure fast delivery. The Salesforce integration also assigns orders to couriers – analysing the details of an order to determine which courier will provide the best service in each area.
Khazenly also integrates in reverse, sending data from its platform to clients’ platforms with details like order updates and warehouse stock information. The team has built several integration points into and out of the platform, including connections to more than 100 courier companies. “Ultimately, we’re integrated with 100 companies through our platform,” explained Dewidar.
Streamlines sales processes to unlock investment and ensure quality of service.
Delivering an optimum merchant experience is key. Experience Cloud provides Khazenly with a digital touchpoint where merchants can track orders, instruct couriers, view business dashboards, and access instantaneous stock information, 24/7. A live chat component allows merchants to communicate with customer support agents in real time and get immediate responses to queries. If an agent is unavailable, an automated email is generated and a case created and followed up, with every part of the process tracked to ensure that quality of service is always being met. “I can’t think of a better use case for Experience Cloud,” said Dewidar. “We’ve come a long way from just a visibility platform.”
By funnelling dozens of leads generated daily via Khazenly’s website and social media accounts, Sales Cloud is instrumental in enabling the sales team to convert, tailor products, and monetise leads. Bringing online and direct sales together means the team can more accurately forecast revenue for the board and investors.
With Service Cloud providing multiple dimensions where merchants can get effective support and help through AI powered services and omnichannel support, Khazenly is retaining more clients compared to other players in the market. With the business able to process and track thousands of orders per day, the data it generates can be used for AI solutions and predictive analysis – something the team is now offering as a value-added service to its clients. “Combining Sales Cloud, Service Cloud, and Experience Cloud gives our clients the customer-centric experience they’re looking for,” said Ahmed.
Boosts collaboration and productivity with simple communication tools that facilitate engagement.
Khazenly has embraced Slack as a communications tool both internally and externally. When launching a new product or onboarding a client, Slack Connect enables members across the team to engage. “It’s a nice way of connecting very quickly,” said Dewidar. The company’s technology team also uses Slack Huddles for daily stand-ups. “It works perfectly and helps us be more cooperative and collaborative.”
According to Dewidar, the entire organisation ‘lives and breathes Salesforce’. “Since January 2022, we’ve grown our client base 40 times, we can process 50 times more orders monthly, and we’ve multiplied our warehouse stock by 10,” he explained. “Salesforce is the main contributor – the platform defines Khazenly today.”
The results
40x
Client base growth
50x
10x
more warehouse stock
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