Are your Dark Store deliveries reaching the customers in less than 30 minutes?
Are you looking to expand your dark stores to multiple locations?
How many customer reviews do you have? How many 5 and how many below that?
Dark Store as a concept has evolved out of the need for instant gratification, the need for convenience, & the need for providing service to the customer in the blink of an eye.
Dark Store business sits on a trinity of objectives to be achieved and they are:
1: Quick Deliveries: You cannot call yourself a dark store if your deliveries are reaching the customer only the next day. You are just another mom & pop store that does home deliveries!!
2: Quick Customer service: This includes providing customers with quick solutions to their concerns, queries, feedback, comments, suggestions, and grievances. Your customer service is going to be one of the factors for customer retention.
3:Quick Mobile App: It has to be extremely user-friendly, has the most appropriate features & does not hang, has no bugs, etc.
If you observe, all our objectives have one thing in common & that is “Quick” Everything has to be "Fast". To make this possible, all the teams across all functions within the organization, have to work, & respond "Fast" across all customer touchpoints, be it your dark store fulfillment
team, customer care team, dark store operations team, procurement team, marketing team & so on.
If any department or team goes slow, it shall have a "Bull Whip" effect on the other department & can disrupt the complete working cycle of the business.
A solution to avoid this is to 1st have all the IT systems in place, so teams are well equipped and can execute the operations faster i.e. your customer app, driver app, ERP, CRM, etc. 2nd is to define the blueprint of all these processes which explains: the who, what, where, when & how of the process i.e. SOPs
Well-defined SOPs shall ensure your team is using these software and apps in an efficient manner & also following them step-by-step to give the same experience against every order received and dark store management would become efficient.
When SOPs are implemented with "Software" within the business, the efficiency of processes increases by up to 30%, and error rates reduce by 50%.
How are SOPs helping Dark Grocery Stores:
Reduce learning curve
Whenever you hire a new employee or whenever one of them goes on leave, the most significant issue that takes its toll is employee training. The new employee takes several days or weeks, to get used to the work process and environment. By the time the new employee is fully trained, your business suffers great loss & a non-productive period. SOPs help to reduce the learning curve by 60%, thus significantly reducing the amount of time required by an employee from onboarding to performing.
Optimum utilization of resources at Dark Supermarkets Store
We're spending heavily on software & people. The sole purpose is to enhance the customer experience & streamline our back-end processes. SOPs shall act like a blueprint that ensures your team is being trained efficiently on executing every process through the software.
In most cases, we observe that we have ERP and software, but the team is not able to use them to the fullest. SOP is the solution for such cases.
Provide Seamless Experience
Your customers are your greatest source of learning! Your customers will tell you what they like, what they do not, what we are good at, what we should improve upon & so on. SOPs shall help you increase your order success ratio, reduce these errors and help you build more long-term customers for the brand.
Standardisation of Business Processes at Dark Stores
Well-defined, user-friendly SOPs with visual representations and "quick access guides" with an easy-to-navigate index makes the team well-aware of the brand standards and your expectations from them. With steps detailed out along with digital input & output, every member of the team will carry out a process in the same way, each time.
If you are stuck anywhere and need any help in designing customized Dark Store SOPs do reach out to us and our experts can surely guide you.
TAT for this video is:
SOPs have the power to give them world-class experience across their entire journey.
Do not keep Dark Store Standard Operating Procedures for last as that would only bring down the standards of the dark store operations, especially at dark store warehouses and dark store deliveries.
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_MUSIC USED_
Alec Koff - @KZfaqMusicLibrary
Time
0:00 - Intro
0:38 - Dark Store Business Essential
2:26 - How are SOPs helping Dark Stores
2:32 - No. 1
3:09 - No. 2
3:43 - No. 3
4:04 - No. 4
4:35 - Conclusion
4:48 - TAT