Background
Kimbo S.p.A. was founded in 1963 by the Rubino brothers. Kimbo trademark is evocative of the exotic homeland of coffee beans. In 1994 the company conquered the second place in the retail sector of the Italian packaged coffee market, a position it still holds today. Its increasing success is certainly due to the company’s strict compliance with tradition and quality excellence, but also to its strong presence in communication and considerable infrastructure investments.
Activity
Customer careE-commerce System IntegrationLogisticsMerchant of recordsOnline sales managementPick & pack ordersShippingTotal management and accountingObjectives
Kimbo’s objectives in this project are the following:
– Strengthening the Kimbo brand’s online image and customer experience through direct digital commerce.
– Addressing the direct-to-consumer (D2C) market.
– Optimizing processes by outsourcing online order management with reference to administrative and accounting procedures such as billing, payments and returned goods, but also legal matters (from terms of sale to the privacy policy).
– Saving time and resources by focusing internal resources on key activities for the business.
– Overcoming internal rigidities (i.e. the limitations of the ERP management system and the staff’s limited experience with B2C logics).
– Ensuring an effective and efficient service to digital customers.
– Strengthening logistics and warehouse management procedures by outsourcing both the structure and teams, hence reducing costs and optimizing investments.
– Gaining full control of the business strategy and online sales trends.
Strategies and tools
Kimbo Caffè S.p.A. has launched an ambitious digital project, entrusting Calicantus with the management of B2C (business to consumer) e-commerce activities in full outsourcing. Presiding in an effective and efficient way over the customer journey and customer experience in e-commerce is crucial in terms of final customer satisfaction.
