Customer Engagement · Retail & E-Commerce
AcustomerserviceandengagementplatformthatscaledwithMyntra
Virtuos implemented Oracle Service Cloud end to end at Myntra — one incident management system for email, voice, chat and social. As Myntra grew 60–80% a year for five years to lead fashion e-commerce, the platform scaled every single time.
Industry
Fashion & lifestyle e-commerce
Platform
Oracle Service Cloud
Channels
Email, voice, chat and social
Growth
60–80% a year, for five years
The Challenge
Fast growth, siloed systems
Myntra is a lifestyle and apparel e-commerce leader in India, and one of the fastest growing in the space. As India's largest online store for fashion and lifestyle products, it aims to give shoppers across the country a hassle-free, enjoyable shopping experience, with the widest range of brands and products on its portal.
Its value proposition centres on giving consumers the power and ease of buying fashion and lifestyle products online. To make shopping easier still, a dedicated customer connect team is on standby to answer queries 24x7.
Growing so fast year on year, Myntra needed systems that could scale with the business. Turnaround times for responding to queries were significantly high, and there was no way to collect customer feedback and act on it. The ecosystem was siloed, every customer-facing channel needed integrating, and agents needed lots of clicks to fetch information from different systems.
Our Approach
End-to-end CX on Oracle Service Cloud
Unify
Virtuos implemented Oracle Service Cloud, the end-to-end CX suite, as a unified incident management system for every channel of customer support — email, voice, chat and social.
Orchestrate
Myntra's users work in the solution every day to orchestrate customer interactions and workflows, with the contact centre, CTI, chat and knowledge management built in.
Connect
Social media integration and API integration let consumers interact directly with Myntra — which in turn helps Myntra understand customer requirements better.
Listen
Myntra uses the survey module to collect customer feedback and take the right actions to improve CX, with analytics across the platform.
Highlights
A platform that scaled every single year
Quantitatively, we are running today at a billion-dollar GMV run rate. Five years ago, when we started, we were only a fraction of this. Every single year the Oracle Business Cloud has scaled with the size of our business without us having to make any significant changes. Not even once did we have to deal with the breaking down of services or data loss or integrity breach, and that says a lot.
SVP – Engineering
Myntra