On-demand
Marketplace Fulfilment Engine
On-demand Marketplace Fulfilment Engine
On-demand Marketplace Fulfilment Engine
Value we provide to demand - Demand Fulfilment Metrics
- TAT to Touch & Judge
- Quality conversations
Value we provide to supply - Supply Fulfilment Metrics
- EPH(Earnings/Hour) above a certain threshold.
- Work opportunity available always
SquadStack Marketplace Engine
SquadStack Marketplace Engine
SquadStack Marketplace Engine
Load Balancer - Right Demand Prioritization
Introduced Campaign Priority
Load Balancer - Right Demand Prioritization
Lead Prioritization
Everything was there, just did a few logic fixes e.g
Demand & Supply Matching
It is a middleware that let's demand define what properties supply working in a particular campaign should have.
Supply World
SquadStack Marketplace Engine
Right SE to be added to campaign
First, we figure out a pool of eligible SEs; let's say we need 70.
Right SE to be added to campaign
Out of that pool, now prioritize using multi- variable sorting
Right SE to be added to campaign
Out of that pool, now prioritize using multi- variable sorting
Based on this filtering + sorting we figure out the right SE to be added to a campaign.
Right Communication to SE
Right Communication to SE
For figuring out how SE perceives our communication, we became SE for sometime.
Right Communication to SE
We introduced a new notification mechanism i.e. WhatsApp and trigger for them when we want to engage thru WA.
We built notification center & started tracking open, click rate of notifications to understand & improve notifications.
Right Communication to SE
Whenever a task used to become unavailable to SE we take that task out of the screen for sales experts(i.e. that card used to vanish), and the problem was that SE used to have no idea why that task vanished and remained clueless.
Right Communication to SE
As Uber & Swiggy show there delivery partners "Best locations so that they can earn more by delivering more" - we’ll show SEs the best time to work in a campaign in which they’re qualified.
Funnel Automation & Quality Flagging
Plan Ahead
- We're introducing a new prioritization layer for SE, i.e. we're trying to make sure SE has worked throughout the day. How??
Campaign X - Has leads in the morning.
Campaign Y - Has leads in the afternoon.
Campaign Z - Has leads in the morning.
Now, if a SE is trained in "X", he/she should be last prioritized for "Z". Engagement - Show SE when they can expect work basis forecasting & when a new campaign goes live.
- Prioritize SEs to be added to the same business - since the business is the same, quality will be better. #quality
Impact
- No/only a couple of instances of TAT breach in the last 2-3 months.
Which was every alternate day before.
- No/v little human involvement in this whole funnel - saved due to all automation.
Last...
Fulfilment as a problem is never done, as we keep on introducing more variables, the formula or sauce keeps on changing, but now, in the system, it is just about changing numbers as we deem fit(just like how you operate kathputlis)
Thanks a ton for the vigorous efforts here, especially Richa, Srujana, Shiv & Vatsal
OD Fulfiment
By tarun_19
