Client Overview
An eCommerce company specialising in health and beauty products aimed to enhance customer loyalty and increase sales by implementing advanced AI technologies for predictive replenishment and personalized cross-selling.
Objectives
- Predictive Replenishment: Leverage AI to forecast when a customer’s current product supply is running low based on their individual consumption habits. This proactive approach ensures a seamless customer experience by preventing stockouts and ensuring timely product refills.
- Personalized Cross-Selling: Capitalize on the replenishment touchpoint to recommend complementary or relevant products. By analysing customer data and purchase history, AI can suggest items that enhance the existing product’s benefits or address related needs. This strategic cross-selling can increase customer satisfaction, order value, and overall revenue.
Challenges
The company needed to address the complexities of accurately predicting individual consumption rates and effectively recommending relevant products to diverse customer segments.
Solutions
The eCommerce platform adopted a two-fold AI strategy:
- Predictive Consumption Modeling:
A hybrid approach was employed, combining:
- Rule-based System: Established clear guidelines based on product type, average usage, and typical repurchase cycles.
- Machine Learning: Developed a machine learning model to analyze a customer’s historical purchase data (frequency, quantity, etc.) and predict their individual consumption rate. This personalized approach will refine the overall forecast for each customer.
- AI-powered Product Recommendation Engine:
This system will analyze various data points to suggest relevant cross-sell opportunities:
- Customer Demographics: Age, gender, location, etc. can identify broader trends and product preferences.
- Customer Behavior: Browsing history, abandoned carts, and product interactions will reveal interests beyond purchase history.
- Previous Transactions: Purchase history provides the most direct insight into complementary products and potential upsell opportunities.
Results/Benefits
- Increased Customer Retention (5-10%):
- Proactive product replenishment minimized stockouts, leading to a smoother customer experience and reduced churn.
- Personalized recommendations enhanced customer satisfaction by suggesting relevant products that meet their needs.
- Boost in Sales and Revenue (10-30%):
- Timely replenishment reminders ensured customers didn’t switch to competitors due to stockouts, leading to repeat purchases.
- Personalized cross-selling recommendations increased average order value by introducing complementary or upsell products.
- Inventory Cost Reduction (10-20%):
- Predicting customer consumption patterns allowed for more accurate inventory forecasting, reducing the risk of overstocking or understocking.
- Efficient inventory management translated to lower storage costs and improved cash flow.