Launching an Online Grocery Delivery in 3 Cities

El Desafío

The organization ran on systems built a decade ago. Staff spent hours on manual data entry that should have taken minutes. Customer information lived in separate spreadsheets across three departments, and response times to client requests were getting worse, not better.

Nuestro Enfoque

Investigación, Análisis y Fundamentos Estratégicos

• Pulled user behavior data from every touchpoint and found where people were leaving and why
• Benchmarked against five competitors to see what was working in the market and what was not
• Set up a measurement framework tied to actual business outcomes, not vanity metrics

Diseño, Desarrollo e Implementación

• Built the core platform features, prioritizing the ones users asked for most
• Set up analytics so the team could see what was happening in real time instead of waiting for monthly reports
• Automated the repetitive workflows that were eating 15+ hours per week
• Connected the separate systems into one data pipeline so every team worked from the same numbers

Lanzamiento, Optimización y Escalabilidad

• Escaladas las campañas que funcionaban y cerradas las que no
• Expansión a dos segmentos de mercado adyacentes que los datos iniciales sugerían que convertirían bien
• Firmados acuerdos de partnership con tres empresas complementarias para llegar a nuevas audiencias
• Construidos programas de retención enfocados en los primeros 90 días, donde ocurría la mayor parte del churn

Lo Que Aprendimos

1. Reducing monthly churn by 2 percentage points had the same revenue impact as increasing new signups by 15%. Retention math is unforgiving.
2. Shipping a visible win in the first 60 days changed the internal conversation. Stakeholders who were skeptical about the project became its biggest advocates.
3. Automating the repetitive work freed up time for the decisions that actually required judgment. The key was knowing which decisions to automate and which to keep manual.
4. Tres integraciones con partners generaron más registros que seis meses de publicidad pagada. Las alianzas correctas llegan a audiencias a las que no puedes comprar acceso.
5. Talking to customers every two weeks caught problems that the analytics dashboards missed entirely. Qualitative and quantitative data tell different parts of the story.

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