
“With QVALON’s solutions, Nana not only resolved critical challenges but also enhanced customer satisfaction, operational efficiency, and team productivity.”
Nana Direct
QVALON helped Nana Direct to make their processes more efficient
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From 78% to 92%
Audit scores improved
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by 2.5x
Task completion speed improved
- Reduced refunds and happier customers
About Nana Direct
Nana Direct is the first and the largest digital grocery shopping platform in Saudi Arabia that offers doorstep delivery of groceries and other home essentials. Based out of Riyadh, the on-demand grocery platform was founded in 2016 to revolutionize the way people buy. Nana Direct aims to expand its operations to the United Kingdom soon.
New & EmergingGoals
- Optimize the quality control process for perishable products to increase its efficiency.
- Organize a fast and transparent process for generating reports on the quality of customer service.
- Systematize and automate the audit process at the company's facilities.
- Standardize operational business processes: customer service, opening/closing facilities, and so on.
Solutions
- Checklists for quality control of perishable products have been developed. Automatic task generation for inspections every 8 hours has been set up.
- Surveys have been developed to assess employees' knowledge of customer service quality. Regular knowledge assessments have been organized.
- A company facility inspection plan has been created, and geolocation tracking for auditors has been set up.
- Service and operational standards have been developed. Checklists have been created based on these standards.
Results
- The amount of product returns and the level of customer satisfaction have decreased.
- Task execution speed has increased by 2.5 times, ensuring clear communication between the company's departments.
- The average inspection score increased from 78% to 92%. This provided a clearer understanding of pain points in operations and enabled greater control.