When SARAS Works was approached by an early-stage women’s fashion label in Chennai, the initial requirement was for social media marketing. A deep dive revealed that the company, in its pursuit of upscaling their business, had not given adequate importance to robust business processes. This had resulted in the twin lost opportunities of weak customer retention and engagement scores. In addition, there was a noticeable lack of cohesion between the staff in creative and executive functions. To strengthen customer reach out and retention, SARAS Works worked to upgrade all customer touchpoints, such as the company’s website and brand redesign, social media channels, and implemented a robust CRM module.

Ongoing dialogue with the company revealed that a key roadblock towards growth was the lack of cohesion among employees. To address this, SARAS Works formed a team to redraft their business models from the ground up, which included MOUs, operating procedures and job process documents – all of which were aligned towards a metrics-based management model. This helped clarify responsibilities and levels of accountability, increased transparency in day-to-day working, and reiterated the need for cooperation across different functions.

In the first few months after implementation, the fashion brand was not only able to double their revenue but was also successful in employee and customer retention. The objective and goal-oriented implementation of the new processes, backed by the empathetic approach of the SARAS Works team, helped every stakeholder overcome their inertia and willfully adopt the new processes. With the combination of internal business restructuring and a streamlining of customer engagement activities, the company has been able to enter its next growth phase.