Operations Management & Customer Support Transformation: Madam Sew
Client Overview
Madam Sew is a leading e-commerce brand offering innovative sewing tools and accessories to a global customer base. Despite growing demand, the company faced internal operational hurdles impacting customer satisfaction and overall efficiency.
Challenges
Before engaging Allied Consulta, Madam Sew was experiencing:
- Lack of Coordination among cross-functional team members, leading to delays and confusion
- Slow Response Times to customer inquiries, affecting brand reputation and repeat business
- No Clear Ownership of tasks, resulting in inefficiencies and missed follow-ups
Communication Gaps across internal and external teams, which hindered timely decision-making
Actions Taken
We worked closely with the management team to restructure operations and bring clarity, accountability, and responsiveness:
- Redefined Roles & Responsibilities within the support and operations teams to ensure clear ownership of tasks
- Introduced SOPs and Internal SLAs for customer queries, fulfillment processes, and escalations
- Implemented Task Management Tools to track accountability and improve collaboration across teams
- Set Up Weekly Coordination Meetings with clear agendas and follow-ups to ensure alignment
Provided Training & Ongoing Oversight to support team members and improve customer communication quality
Results
Within the first quarter of implementation, Allied Consulta delivered measurable improvements:
- Response Times Improved by 50%, enhancing the customer experience
- Customer Satisfaction Scores Increased by 23%, based on post-resolution surveys
- Stronger Team Accountability, with defined ownership leading to faster decision-making
Improved Internal Collaboration, reducing delays and operational bottlenecks
