Our client is Africa's leading e-commerce and technology platform that is built around an online marketplace that provides logistic and payment services through a B2C and B2B business model. Their platform allows for the delivery of packages and goods through a network of local partners while also integrating payment services online, within the brands ecosystem. They have partnered with more than 100,000 active sellers and suppliers throughout the continent, while also importing goods from Europe and China directly. Their vast network of suppliers and buyers has earned them the right to become Africa's leading e-commerce platform

The client had previosuly experienced lost sales and poor conversion, which put significant pressure on business units to achieve their target revenues and understanding general customer buying patterns. The perceived reasons for the lost sales were; network issues, unexpected page timeouts, amongst other reasons The immediate goal of the business was to enhance efficiency by improving sales from orders placed online and leverage TBBL's ability to understand customer buying patterns and develop an accurate sales strategy.

To streamline the process and ensure a quicker resolution, the decision to outsource this task was made. By partnering with a specialized external team, the business aimed to gain valuable customer insights, identify pain points in the purchasing journey, and explore possibilities to recover abandoned sales. This approach would allow the company to focus on core operations and maintain a smooth order processing flow while still addressing the cart abandonment challenge efficiently