Case studies

Customer behavior and equipment requirement for a leading oil and gas equipment manufacturer

Objective

• An oil and gas equipment manufacturer wanted to assess customer need for multiple user segments
• The client also wanted to understand the drivers of adoption for the brand, reasons for churn, and improvement areas to re-establish engagement

Methodology

• Surveyed 300+ drilling contractors, EPC companies, Oil field services companies, and Pipeline companies in India, Southeast Asia, and MENA
• Conducted 20+ in-depth interviews with churned users to understand factors of promotion/detraction and key pain points with the existing products used
• Analysis of various use cases, type of equipment required, avg. spend on equipment for sub-segments based on geography, placement in the value chain, the scale of the company
• Willingness to pay was analyzed for key service parameters for different customer archetypes

Impact / Outcome

• Oil and gas industry participants segmented into archetypes and drivers/barriers of adoption
• Key identifiers of churn and initiatives that could re-establish engagement were also identified

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Due Diligence of a B2B medical supplier to understand their procurement practices and potential across different product categories

Objective

• Client wanted to understand the procurement practices of customer segments and penetration potential of the supplier in different product categories within medical supplies

Methodology

• 75+ IDIs with different customers of the company
• Secondary research for validation of spend numbers
• Assessment of spend by different types of product categories
• Identified value proposition and challenges for B2B player to address different customer segment

Impact / Outcome

• Identified price and reach in smaller cities (T2/T3) as the most important value proposition of the company
• Focus on improving delivery timelines and responsiveness of supply chain

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Identify vendors for a large hospital chain for procurement of hospital supplies

Objective

• A large multi-specialty hospital chain based out in South India wanted to identify and evaluate vendors for procurement of hospital supplies

Methodology

• Understand the list of hospital supplies that are procured across departments and map it with available vendors in South India
• Created a list of 20+ vendors who provides the required supplies and build RFP for the vendors
• Conduct 30+ discussions with 20+ vendors to understand their proposal, product demonstration, lead time, purchase conditions, pricing, etc.
• Shortlist 4 vendors for the hospital chain based on vendor supply potential, product quality audits, lead time, price, etc.

Impact / Outcome

• Successfully provided client with four shortlisted vendors that they can further discuss with and finalize a vendor

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Mapping digital journey for Insurance player

Objective

• Leading online Insurance platform wanted to compare its customers’ digital journey with othe internet-first Insurance players to identify key improvement areas and level of digitization
• They also wanted to understand customer experience before and after claiming the policy

Methodology

• Conducted in-depth interviews with active customers (N = 1500) and churned customers (N = 200) to understand digital journey, key pain points and improvement areas
• Conducted in-depth interviews to understand awareness, customer experience and NPS of all apps and websites of target and its competitors to identify differentiating metrics in core product features
• Conducted mystery shopping to understand digital journey of customer on target vs its competitors
• Understood key competitors’ strengths and weaknesses by elaborate secondary research and mapped those to customer needs to identify clear winners

Impact / Outcome

• Client had a clear view on how it stacks up against competition in creating a seamless digital journey of customer. The client also got actionable insights to develop its tech in core areas to gain competitive advantage

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Mapping the process from purchase to payment for an Oil drilling equipment company

Objective

• An Oil drilling equipment company wanted to deep-dive on the thinking process and understand customer mindset while purchasing / leasing drilling equipment’s. The client also wanted to understand how the thinking process evolves when equipment is purchased / leased online instead of offline

Methodology

• Conducted in-depth interviews with customers who had either leased or considered leasing (N = 50) to understand thinking process involved in leasing equipment, especially leasing equipment through online platform
• Conducted customer survey (N = 350) in 2 weeks across 10 cities (mix of metro, tier 1 and tier 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories to understand key considerations while leasing / purchasing drilling equipment and propensity to purchase / lease online
• Created a flow chart enumerating the 4-step thinking process customers follow while choosing vendors to lease / purchase from including reasons thereof
• Identified where purchase vs leasing fits in the entire thinking process and how customer decides between purchase and leasing once equipment requirement enters the consideration set

Impact / Outcome

• Client clearly understood the entire thought process behind purchasing / leasing products and the additional nuances that appear if purchase / leasing is through online platform

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Opportunity analysis in supply chain financing for building & home materials

Objective

• Client wanted to assess the opportunity in providing credit to the supply chain participants in the building & home materials market

Methodology

• Conducted in-depth interviews (N = 30) with various distribution channel partner (Building & home materials products) including authorized dealers, distributors, retailers, and agents
• Identified the channel partner behavior of the various home & materials products – margins, credit usage, and credit partners involved in the system
• Conducted in-depth interviews (N = 15) with credit managers and branch managers of various banks, NBFCs, and digital lenders
• Identified and benchmarked various products available to the channel partners fulfilling their supply chain financing need
• Mapped loan products available with the credit usage and identified gaps in the system due to which building & home material channel partners looks for local money lenders

Impact / Outcome

• Devised potential opportunity for the client suggesting starting with supply chain financing although they can face difficulty in getting cash credit from banks

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Quantitative survey to understand user satisfaction levels of a building materials player

Objective

• To understand the user experience and satisfaction levels with respect to the service as well as the product and reasons for customer / contractor churn basis the voice of customers for building & home materials 

Methodology

• Qualitative discussions (N=15) of current and past customers / contractors across various demographics like cities, revenue levels and price sensitivity buying patterns
• Undertook an in-depth survey (N=50) to measure the satisfaction levels, reasons for procuring from the player, and the pain points, if any
• Interviewed churned customer (N=10) to understand their reasons for discontinuation of procurement and key drivers which would make them resubscribe to the services provided by the client

Impact / Outcome

• Provided client with a dynamic model and deep insights of the current experience of the users along with feedback of erstwhile customers.

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Understanding customer / contractor experience and behavior while procuring home materials

Objective

• Evaluate customer/contractor experience with the client while procuring various building & home materials

Methodology

• Visited two major clusters, one each in North and West India, and conducted in-depth interviews (N = 25) with both existing and churned out customers/contractors who have procured building materials from the client in the past
• Conducted in-depth interviews (N = 20) with Direct Selling Agents (DSAs) to identify product and process level differentiation with the competitors
• Visited competitors’ outlets/shops (N = 15) in both the geographies to understand their product selling approach, channel preferences, etc., taken by them
• Created customer/contractor journey from need generation to channel identification and procurement to delivery process and the pain points faced in between
• Identified gaps in the value chain faced by the contractor/customer while procuring the building materials

Impact / Outcome

• Suggested areas of improvement recommended across both the geographies and approved for implementation by the management team

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Consumer preferences and price sensitivity analysis for building & home materials industry

Objective

• An Investment fund wanted to study the customer / contractor preferences and price sensitivity for Building & Home materials industry

Methodology

• Visited stores, demand centers and hubs, and spoke with ground staff and customers (N = 50+) for 3 building material products
• Conducted market research survey for the client (N=1,500) across Metros, Tier 1 and Tier 2 cities
• Spoken with more than 200 survey respondents to understand the specifics of purchase behavior in detail

Impact / Outcome

• Successfully provided client with deep, comprehensive customer / contractor behavior aspects
• Client was able to understand the price sensitivity trend by customer / contractor type, geo, product category and platform type (online vs offline)

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B2B opportunities assessment in Indian apparel market

Objective

• Client wanted to understand the opportunities in B2B sales of apparel in India

Methodology

• Conducted primary conversations with retailers and manufacturers to understand margins, SKUs, trends, and logistics across apparel product categories
• Carried out primary conversations to understand pain points, supply – chain nuances and technological capabilities of customers, suppliers and manufacturers

Impact / Outcome

• Client was able to gain valuable insights across the Indian apparel supply chain in terms of procurement, quality control, production, sales, and technological enablement

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Credit risk assessment SaaS research

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Understanding awareness levels, challenges in current systems & barriers of adoption of neo-banking and/or payment SaaS by non-customers (fintechs & merchants)

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Working capital finance research– understanding awareness, perception, drivers of NPS and usage

Product Used: B2B Edge / Zoom1n

Context:

• A VC firm wanted to understand the working capital needs and preferences of the retailers
• The client also wanted to understand the awareness and perception of target and other working capital finance providers, public banks, and retailers' preference towards digitization of the process
• The client wanted to understand the distributors, OEM, and lending partner perception of Target and other working capital finance providers

Methodology:

• Conducted merchant IDIs of ~30 respondents, OEM IDIs of ~3 respondents, and lending partner IDIs of ~5 respondents who were using the services of the target company across the metro, Tier1, and Tier2+ cities.

Impact/Outcome:

• Successfully provided a source of awareness across platforms.
• Identified the key pain points of retailers and reasons to use working capital finance providers.
• Assessed satisfaction level and customer feedback for target working capital finance provider.

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Competitive benchmarking for wealth management companies

Product Used: 1nsights/ 1Sense/ B2B Edge

Context:

• PE wants us to understand the Wealth Management industry and benchmark the industry on various parameters such as product features, customer types, brand awareness, etc 

Methodology:

• Benchmarking was performed through primary and secondary research and in 3 stages: 1) Determining the competitive landscape of WMCs in India, 2) Identifying various parameters such as product offerings, sales and acquisition strategies, quality of advice, etc, and 3) Benchmarking the companies through survey, Relationship Manager, customer and expert interviews 

Impact/Outcome:

• Defined the overall Wealth Management market of India and identified the parameters which are impacting the WMCs

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Competitive benchmarking for a general insurance player

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Insurance Sales Tech – Competitive benchmarking

Product Used: Pulse / B2B Edge

Context:

• A traditional Indian insurance firm wanted to carry out competitive benchmarking of sales apps provided by various insurers for different metrics:
  • Appearance and aesthetics-related benchmarks
  • User Engagement
  • Data usage and speed-related benchmarks
  • Unique features and app integration

Methodology:

• Conducted interviews with ~40 channel partners for various insurers to get detailed insights on various apps provided by insurers for different aspects of the sales journey like pre-sales, sales, and post-sales.
• Carried out benchmarking based on relevant metrics like app appearance and aesthetics, user engagement, data usage, speed, app integration, etc.

Impact/Outcome:

• Successfully provided the client with benchmarking results on sales apps for appearance and aesthetics, user engagement, data usage, speed, app integration, etc.

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Understand customer needs and KPC to improve overall attractiveness of technology offering in CRM space

Objective

• A global CRM company wanted to understand the reasons for lower market share in India by improving its understanding of buyer profiles and KPC 

Methodology

• Conducted buyer survey (N = 300) and in-depth consumer interviews (N = 50) across different sizes of enterprises to understand product awareness, KPC and stakeholders involved in purchase decisions 
• Conducted competitor in-depth interviews (N = 5) to understand different types of pricing, and features provided to CRM customers  
• Based on competitor and buyer interviews identified the important customer needs and the gaps there within
• Conversed with (N = 5) industry experts (in-depth interviews) to understand the changing industry trends 

Impact / Outcome

• Client understood the stakeholders involved in purchase decisions and also established their key purchase criteria and gaps in its CRM offering

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Digital maturity assessment of prospective customer group of a large financial software provider

Objective

• A large financial software provider wanted to understand the digital maturity profile of its prospective customers and identify need gaps

Methodology

• Conducted in-depth interviews (N = 30) with users of financial software of the client; Interview variety included customers of different sizes to understand digital maturity across six dimensions (strategy, culture, organization, process, technology, and customer engagement)
• Created preliminary findings basis the interviews on which a survey (N = 150) was conducted for the potential customers across 5 cities
• Basis survey, quantified unmet needs of different sizes of prospective buyers and variation along with digital maturity
• Benchmarked customer’s feedback about the client's software against those of its competitors

Impact / Outcome

• Client could clearly identify the digital maturity profile of its target customer group and also identified the unmet needs of prospective customers
• Client was able to understand feedback on current competing software products available in the market

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Qualitative survey to understand buyer NPS and compare against competition for a global provider of networking solutions

Objective

• A global provider of networking solutions wanted to understand buyer perception, buyer NPS and drivers of NPS

Methodology

• Conducted in-depth qualitative discussions with (N = 100) across network solutions buyers of different size and industry verticals to understand feedback on network solutions
• In-depth analysis of buyer NPS and dominant drivers for each of the three segments (promoters / neutrals / detractors)
• Evaluated gaps and pain points in current network solutions used by buyers

Impact / Outcome

• Helped the client with detailed insights on their buyer base including current gaps and drivers of promotions

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Concept validation of medical supplies procurement software for hospitals / medical centers to effectively manage procurement needs

Objective

• A software development firm wanted to conduct a deep need-gap analysis to understand the pain points and purchase preferences of a specialized group of buyers 

Methodology

• Conducted in-depth consumer interviews (N = 50) across prospective buyer groups of different sizes to establish different customer segments and identify their pain points and purchase preferences 
• Conducted quantitative survey (N = 200) across 5 cities to understand hospitals / medical centers pain points and product features that customers deemed necessary in procurement software 
• Conducted A/B tests for the beta version of the product (N = 25) across 5 cities for the established customer segments on a one-on-one basis or in a focus group setting to receive feedback on the product 

Impact / Outcome

• Client could identify the key purchase criteria of hospitals for the procurement software 
• Client was able to understand user preferences on various product attributes thus feeding into a quality product features 

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Benchmark service offerings provided by different technology companies in cloud

Objective

• A global IT company wanted to understand competitive positioning of its cloud-based services

Methodology

• Secondary research to understand the cloud services offered by technology companies to Indian buyers
• Conducted in-depth buyer interviews (N = 50) across different sizes of customers of cloud services to benchmark quality and scope of service offerings, including user experience and key differentiating value propositions
• Conducted competitor in-depth interviews (N = 5) to benchmark sales process and conversion, and cost of providing services
• Conversed with (N = 5) industry experts (in-depth interviews) to understand the changing customer needs in cloud services

Impact / Outcome

• Helped client understand positioning of its cloud service in the market and make necessary changes in the offering to become the market leader

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Assessment of reefer truck market in India

Objective

• The client is a leading international automotive manufacturer and was interested to know the refrigerated truck (reefer truck) market in India

Methodology

• PGA Labs conducted a detailed secondary research to understand the industry dynamics of reefer truck and cold chain requirements of various industries. It further conducted detailed in-depth discussions with consumers of cold chain services like F&B, Pharma etc. to understand their need of cold chain services
• PGA Labs also conducted competition discussions to understand the models, features as well as trends in reefer truck segment with respect to customer demand and government regulations

Impact / Outcome

• The client was provided with an understanding the cold chain and reefer truck market in India
• The client was able to make strategic decisions on their reefer truck initiatives after understanding the consumer cold chain applications and logistic services in India

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Understanding merchant preferences for loan-providing fintech institutions along with their terminal usage

Product Used: B2B Edge

Context:

• A leading Venture Capital firm was interested in understanding the key drivers of POS payment selection, general awareness, terminal usage & loan usage across India
• The client wanted to understand the merchant preferences on fintech platforms providing terminals across four selected cities. For this, they wanted to conduct a merchant survey to understand the following:

Methodology:

• Conducted a survey with 700 merchants who have used/are using services of a fintech platform which also provides terminal usage (across 4 cities in India) to get insights on merchant preferences, trends in terminal usage, and their overall experience

Impact/Outcome:

• The client was able to understand the merchant preferences and market trends in areas such as terminal usage, and loan details in India.

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Understanding the merchants and partners’ feedback for a payments software company

Product Used: B2B Edge

Context:

• Private equity wanted to understand a payment aggregator’s positioning in the market and its value propositions for the merchants and its key partners

Methodology:

• Defined the market landscape for the payments value chain to understand the positioning of the target in the market.
• Conducted N = 13 interviews across merchants and partners of the target to understand their feedback on the target’s need, value in the future, current experience on tech stack, pricing, and the pain points the target helps them eliminate.

Impact/Outcome:

• Target occupied a pivotal position as a super-aggregator for merchants for payments, especially UPI, and potentially for downstream credit (e.g. BNPL).
• Target stands out as a one-stop solution for reducing transaction failures but needs to be more client-savvy in addition to its superior engineering capabilities.

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Improve customer / DSA / employee experience for leading HFC through an elaborate NPS study in BLR, JPR micromarkets

Product Used: Zoom1n / B2B Edge

Context:

• Evaluate customer experience with the Housing Finance company across the loan cycle and identify areas of improvement; develop understanding of customer thought-process, preferences and perceived quality of delivered service
• Evaluate DSA and employee experience with Housing Finance company and identify actions for improvement

Methodology

• Market visits for customer / DSA interview à Preliminary findings à Data analysis à Telephonic interviews with customers / DSAs à Mystery shopping à Final update

Impact/Outcome

• 15 areas of improvement recommended across Bengaluru and Jaipur and approved for implementation by the management team
• Detailed mapping of customer / DSA / employee preferences done to support future listening post-projects

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Understanding the banking needs and preferences of the customers availing vehicle loans

Product Used: 1Sense / B2B Edge 

Context:

• A leading NBFC wanted to understand the banking needs and preferences of the customers
• The client also wanted to understand the awareness and perception of other NBFCs, public banks, and customers' preference towards digitization of the process
• The client wanted to understand the dealer perception of the client and other NBFCs, preference towards digitization of the process

Methodology

• Conducted survey of N = 2025 respondents to understand their banking needs, KPCs, satisfaction with services, and digitization of the process
• Conducted (N=50)  customers in-depth interviews and (N=15) FGDs to understand the archetype of the customers using NBFCs for vehicle loans – KPCs, current experience, satisfaction with services, etc.
• Conducted (N=19) dealers' in-depth interviews to understand the archetype of the dealers using NBFCs for vehicle loans – KPCs, current experience, satisfaction with services, etc

Impact/Outcome

• The client understood the banking needs, digitization of the process and preferences of various customers in terms of borrowing

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Mapping vendor onboarding process and parameterizing the vendor selection process for a dye manufacturer

Objective

• A mid-sized dye manufacturer wanted to streamline its vendor onboarding process and wanted to parameterize vendor selection for key raw materials.  

Methodology

• Conducted in-depth interviews with company stakeholders in the purchase and manufacturing functions (N = 10) to understand current vendor onboarding process and key requirements 
• Conducted in-depth discussions with current vendor base (N = 45) to understand feedback on the current onboarding process, challenges, and key improvement areas 
• Conducted interviews with key competitors (N = 7) to understand benchmark onboarding processes and understand best practices  

Impact / Outcome

• Client reformulated the vendor onboarding process reducing number of touchpoints for the vendor and complexity of the overall process 

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Understand customer journey for a polymer manufacturing firm, specifying key pain points and improvement areas

Objective

• A mid-sized polymer manufacturing firm wanted to understand the decision-making process for polymer vendor selection, and their key pain points with a view to improving customer experience and retention.

Methodology  

• Conducted in-depth interviews (N = 40) with procurement managers of end-use clients of polymer manufacturing firms to understand key considerations going into making a decision regarding polymer vendor, key vendor selection criteria, purchase and usage experience, and pain points. 
• Conducted in-depth interviews (N = 15) with procurement managers of end-use clients of competitor polymer manufacturing firms to understand key considerations going into making decisions regarding polymer vendors, key vendor selection criteria, purchase and usage experience, and pain points. 
• Conducted in-depth analysis to understand key pain points of customers, and how the client can offer a value proposition to solve the pain points while providing a superior customer experience. 
• Conducted quantitative survey (N = 50) with small and mid-sized clients of competitor firms every quarter to understand relative NPS, strengths, and improvement areas 

Impact / Outcome 

• The client understood the customer journey including the decision-making process in detail and was able to tweak the value proposition to provide a superior customer experience. 

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Benchmarking price and margin of a dyes & pigments offered by vendor / distributor in the market

Objective

• A mid-sized paints manufacturing firm wanted to benchmark price of dyes & pigments offered by vendors / distributors in the market as well the margins earned by them, in order to shortlist L1 & L2 vendors 

Methodology  

• Conducted in-depth interviews (N = 25) with vendors and distributors of dyes & pigments to understand their procurement price, terms of sourcing, rate contracts and margins 
• Conducted in-depth interviews (N = 40) with end customers using dyes and pigments as raw materials to understand the price at which they are able to source the raw material (also the price quoted and room for negotiation), their L1 & L2 vendors and key drivers behind the decision.  
• Conducted in-depth analysis to benchmark price and margin of dyes and paints offered y vendors and distributors in the market, and other considerations to recommend L1 & L2 vendors for the client. 

Impact / Outcome 

• Client understood pricing and margins of dyes and paints in the market, and was able to shortlist L1 & L2 vendors 

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Concept validation of Human Resource Management System for corporates to meet their existing needs

Objective

• A product development firm wanted to conduct a deep need-gap analysis to understand the pain points and purchase preferences that are not addressed by a current SaaS/Enterprise Tech product  

Methodology

• Conducted in-depth consumer interviews (N=50) across 5 cities for establishing different customer segments and identifying their pain points and purchase preferences 
• Conducted quantitative survey (N=200) across 5 cities to understand customer pain points and product features that customers deemed necessary 
• Conducted A/B tests for the beta version of the product (N=50) across 5 cities for the established customer segments on a one-on-one basis or in a focus group setting to receive feedback on the product 

Impact

• Client could clearly identify the key purchase criteria for corporates in an HRMS 
• Client was able to understand user preferences on various product attributes thus feeding into a quality product design 

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Conducting a brand track for a textiles company

Objective

• A large textiles company wanted to run a brand track wherein they wanted to track customer decision making process, usage trends, brand funnel, NPS & experience

Methodology  

• Conducted in-depth interviews with procurement managers of end-use clients to understand key decision-making process for sourcing raw materials, usage trends and key considerations (N = 15) 
• Conducted quantitative survey (N = 150) with small and mid-sized clients of textiles company on a quarterly basis to understand NPS, key strengths and improvement areas, brand funnel and how these are changing with time 
• Conducted quantitative survey (N = 50) with small and mid-sized clients of competitor firms on a quarterly basis to understand relative NPS, strengths and improvement areas  

Impact / Outcome 

• Client understood key strengths and improvement areas to increase share of wallet of its key customers, and also for acquiring new customers

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Customer behavior study and market potential of online meat market

Objective

• An online meat player wanted to assess consumer needs assessment, market potential, and margins across the value chain.  

Methodology  

• Conducted consumer survey (N=600) and in-depth consumer interviews (N=25) in 4 weeks across 40 cities (mix of metro, tier 1 & 2 cities) for different customer archetypes (based on household types, age groups, employment status, gender and meat-eating preferences) 
• Mapped customer journeys for offline and online purchase across organized and unorganized players through customer interviews (N=10) and mystery shopping
• Conducted trade interviews (N=15) of distributors and retailers across product categories (sea food, poultry, mutton etc.) in coastal/other regions  
• Carried out product and service benchmarking for key players (wet shops, modern trade, online, etc.) 

Impact / Outcome 

• Client understood detailed insights on key consumer behaviour and preferences, key strengths and improvement areas for existing online meat players and variation in margins by channel and product type across the value chain. 

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India opportunities assessment for an international specialty chemicals player

Objective

• The client wanted to understand market opportunity for specialty agrochemicals in India  

Methodology

• Sized the agrochemicals market in India and estimated growth in the next 5 years, taking into account key growth drivers, end-users and regulatory scenario 
• Study included understanding the supply scenario and key challenges and bottlenecks via primary interactions with major players operating in India (N = 10) 
• Primary interactions with key end-users to understand demand scenario, specific requirements and pain points (N = 30) 
• Secondary research and literature review were carried out to understand the above points.  

Impact / Outcome

• Sized the India market and estimated growth for next 5 years 
• Client was able to understand key demand nuances and requirement gap, and how their value proposition can win long term customers 

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Mapping the process of raw material replenishment in specialty chemicals manufacturing plant

Objective

• A mid-sized textiles company wanted to understand best practices for raw material replenishment and receiving by mapping the process followed by key competitors 

Methodology

• Conducted in-depth interviews with manufacturing plant managers and procurement teams of key competitors to understand their raw material replenishment process end to end (N = 20) 
• Conducted in-depth interviews with warehouse managers and staff to understand warehouse receiving process starting from receiving, inspection and storage) (N = 25) 
• Created flow charts to explain the processes in detail, recording nuances by geo, raw material type and vendor size 
• Identified best practices and formulated the ideal replenishment and receiving process for the client 

Impact / Outcome

• Client understood and was able to create a replenishment and receiving process to minimize production stoppages, maximize capacity utilization and also control costs 

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Customer perceived value assessment and prioritization of vehicle features

Objective

• A leading commercial vehicle OEM was looking to launch new CV (truck) models and hence wanted to understand the value that the current and potential fleet owners perceive from the vehicles from a product feature perspective

Methodology

• PGA Labs conducted detailed discussion with N = 100 fleet owners of different fleet size and brand composition
• The objective of these discussions was to understand the owner’s perspective on the current features, and their perception of the benefits on the proposed new features, their criticality from priority point of view along with the price willingness

Impact / Outcome

• The client was provided with an understanding of the customer (fleet owners) perceived value of the current and the proposed vehicle features by model type
• The client was able to understand the criticality of the features and their priority as perceived by customers. This helped them bucket the features basis model, customer category etc. and decide on the inclusion & exclusion of the features in their vehicle design

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Mapping the vendor onboarding process and parameterizing the vendor selection process for oil company

Objective

• An Oil manufacturer wanted to stream-line its vendor on-boarding process and wanted to parameterize the vendor selection for each raw material

Methodology  

• Conducted in-depth interview with multiple stakeholders (N = 10) and in-depth interview the current vendor base (N = 30) to understand the current vendor onboarding process 
• Conducted interviews with industry experts (N = 5) to understand the best practices for onboarding vendors
• Created dashboard for mapping vendor onboarding process helping visualize step by step progress for vendor onboarding

Impact / Outcome

• Client revamped the vendor onboarding process and streamlined the onboarding process reducing the number of touchpoints required for vendor

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Customer research on content hooks (Diabetic patients) for a leading healthcare aggregator in India

Product Used: B2B Edge

Context:

• A leading healthcare aggregator wanted to conduct consumer research to understand consumer demographics, needs & motivation, awareness and key requirements, usage patterns, and major expectations of diabetic patients.

Methodology:

• Conducted in-depth interviews (N = 20) with diabetic patients across demographics in India to understand their understanding of the ailment, certain myths and concerns, the kind of support required during various stages of the ailment, channels of support, and challenges.
  

Impact/Outcome:

• The client was able to understand in detail the customer needs & awareness, motivation, key requirements, usage, and experience on content hooks (Diabetic patients).

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Deep dive on supply chain of oil industry

Objective

• An established Oil manufacturer wanted to understand supply chain cost. Further, the client wanted to understand strategy and tactics being used by the nearest competitors to optimize the cost associated with supply chain. 

Methodology

• Conducted an in-depth study on the different distributors and vendors (N = 30) with a focus on identifying costs associate the supply chain and key pain points associated with current supply chain 
• Conducted in-depth interviews (N = 25) with distributors of competitors and industry professionals (N = 10) to understand areas of optimizing the cost associated with supply chain 
• Identified areas of differentiation in terms of the business and operating models, with a deep dive on identifying cost heads that can be optimized 

Impact / Outcome

• The client developed a thorough understanding of cost associated with current supply chain and was able to understand the scope of optimizing the cost associated with the supply chain

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NPS study for an oil manufacturer

Objective

• A leading Oil manufacturer wanted to understand its perception amongst customers vs other competing companies along with reasons for stickiness and detraction. 

Methodology

• Conducted customer survey (N = 500) of customers in 2 weeks across 10 cities (mix of metro and tier 1 cities) for different customer archetypes based on age groups, employment status, gender, income, educational qualification, educational background and years of job experience 
• Calculated NPS across different customer segments to understand reasons for difference in customer satisfaction across different segments  
• Conducted in-depth interviews (N = 20) with customers to understand key reasons for stickiness and propensity to switch to Oil company 
• Used proprietary NPS framework to identify key action items detailing specific improvement points along with identifying relative strengths and weaknesses 

Impact / Outcome

• Client developed clarity on perception, preferences and feedback as compared to its competitors with action points on how to improve NPS.

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Preference and adoption of digital process across supply chain participants

Objective

• A leading Oil and gas-oriented SaaS wanted to understand the level of adoption of supply chain participants with respect to digital processes. Further, the client wanted to understand willingness of supply chain participants to adopt a digital product (for procurement and supply chain digitization) 

Methodology

• Conducted customer survey (N = 500) for across in 4 weeks across 10 cities (mix of metro and tier 1 cities) for different customer archetypes across geographies, turnover, type of organization, etc. 
• Mapped typical digital adoption journey to identify existing digital touch points and further opportunities for digitization 
• Conducted in-depth distributor and vendor interviews (N = 30) to understand the functionalities they want from a new digital product, the key drivers of digital adoption, importance of brand and their willingness to pay 
• Deep-dived into product and performance benchmarking of key players to identify level of digitization and functionality 
• Conducted in-depth competitor interviews (N = 10) to understand strategy towards customer acquisition for digital offerings and technological pipeline 

Impact / Outcome

• Client gained detailed insights on adoption of digital software across geos and extent of digitization across supply chain. The client also understood key strengths and improvement areas for different supply chain partners along with customer’s willingness to adopt a new product 

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Qualitative research on retention improvement for a major millennial housing player

Objective

• The client wanted to identify levers to improve brand health by solving major issues which were leading to forfeiture amongst its customers, further creating a tool to predict retention.  

Methodology

• Conducted in-depth interviews (N>100) with students, parents, and company personnel to develop the driver trees for forfeiture and retention 
• Conducted survey of students (N>300) to understand customer behavior during decision making 
• Compared experience through mystery shopping of different players of varying scale across multiple business models  
• Identified ~10 customer personas and developed a solution framework to address key drivers  

Impact / Outcome

• Client was provided with a deep understanding of customer behavior and the major drivers in their decision making 

let's talk

Pharmacovigilance for a NSAID

Objective

• A CRO (Contract Research Organization) wanted to capture huge amounts of data as part of its post-market safety monitoring study on a newly approved NSAID (Non-Steroidal Anti-Inflammatory Drug) by CDSCO 

Methodology

• Conducted In-Depth Interviews (IDIs, N = 15) of medical practitioners to outline all possible physiological impacts of drug based on its pathway and pharmacokinetics across patient segments 
• Conducted patient survey (N = 10,000) and in-depth patient interviews (N = 5,00) in 10 weeks across 40 cities (mix of metro, tier 1 & 2 cities) and different age-groups, genders, affluence and use cases for NSAID 
• Conducted IDIs (N = 25) of channel partners (pharmacies and hospitals) to account for feedback from patients uncovered from survey  
• Carried out social media listening for in-context NSAID to substantiate survey claims 
• Drafted preliminary analysis of drug impact across patient age-groups, affluence, geography and use cases 

Impact / Outcome 

• Client obtained elaborate data on patient results for the select NSAID across age-groups, affluence, geography and use cases. Preliminary feedback of drug performance across customer segments provided. 

let's talk

Preference and adoption of digital app for public transportation

Objective

• A leading public transportation tracking company wanted to understand the level of adoption of consumers with respect to digital usage for bus commute
• Further, the client wanted to understand willingness of commuters to adopt an innovative transportation app

Methodology

• Conducted customer survey (N = 700) in 3.5 weeks across 10 cities (mix of metro and tier 1 & 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories 
• Mapped typical consumer commute journey to identify existing digital touch points and pain points with traditional means 
• Conducted in-depth service provider interviews (N = 15) to understand the key drivers of digital adoption and benefits of partnering with such an app 
• Deep-dived into product and performance benchmarking of key players to identify level of digitization and functionality 

Impact / Outcome

• Client gained detailed insights on adoption of transportation apps across customer archetypes 
• Client appreciated the detailed analysis on extent of digitization across transportation modes 
• Client also understood key strengths and needs for daily commute transportation app along with customer’s willingness to adopt

let's talk

Sub-broker preferences for online brokerage platforms

Objective

• An online discount brokerage company wanted to know the trading behavior of sub-brokers associated with discount brokers and their preferences between the choice of platforms available and key purchase criteria along with differences in the same over the last year 

Methodology

• Conducting in-depth interviews (N > 150), with a mix of metro and tier-1 cities, a mix of small- & medium-sized sub-brokers by turnover 
• Analyzed sub-brokers behavior towards various metrics including client ATV distribution, business models with brokers, important factors while choosing a platform, app awareness & currently used apps along with NPS ratings, etc. 
• Compared the findings with the previous year’s report to identify the shift in sub-broker preferences and captured the impact of COVID-19 on the trading behavior and sentiments of the respondents  
• Brokerage platform users were segmented into logical personas (customer targets, demography, business vintage) 
• Deep-dived into product and performance benchmarking of key discount brokerage players to identify product features and service levels offer to their platform users  

Impact / Outcome

• Client was able to identify the mix of sub-brokers in the market and their preferences, assess the transition from the previous year’s mix, and learn how the economic slowdown due to COVID-19 has affected the sub-brokers in the financial markets 
• Client was able to understand sub-broker’s perception that target was doing well in terms of platform capabilities but needed to work on brand visibility 

let's talk

Supply side benchmarking and evaluation of 3PL logistics partners

Objective

• A leading Indian logistics player wanted to develop an analytical model for partner performance evaluation and benchmarking 

Methodology

• Gained extensive understanding of the various verticals client caters to  
• Conducted 40 partner interviews across 5 cities to understand the nuances of last mile logistics 
• Identified and shortlisted around 40 - 50 transactional parameters which were used to predict the behavior of the partners dealers through a dynamic excel model  
• Composite score for each delivery partner was generated by providing weightage to each parameter and combining the relative score for each sub-parameter through classification and grading based on percentile of the partners 

Impact / Outcome

• Client received a scoring mechanism, incorporating a dynamic excel model based on 40-50 transactional parameters, to generate partner-wise composite score

let's talk

Analysing process journey for a 3PL player

Objective

• An upcoming logistics player wanted to benchmark the process journey of last mile logistics providers  

Methodology

• Conducted in-depth consumer interviews (N = 50) in 2 weeks across 7 cities (mix of metro, tier-1) to understand purchase journey for different use-cases 
• Conducted in-depth partner and seller interviews (N = 25) to understand supply process?  
• Mapped complete 3PL supply process across the value to understand process dependencies and pain points  
• Carried out benchmarking across key competitors 

Impact / Outcome

• Client understood customer and partner journey for last mile logistics and understood the dependencies and pain points for all stages of the journey

let's talk

Mapping the vendor onboarding process and parameterizing the vendor selection process

Objective

• A mid-sized machinery tools manufacturer wanted to stream-line its vendor on-boarding process and wanted to parameterize the vendor selection for each raw material. Client also wanted to create a dashboard for the same.  

Methodology

• Conducted in-depth interview with multiple stakeholders (N=10) and in-depth interview the current vendor base (N=30) to understand the current vendor onboarding process 
• Conducted interviews with industry experts (N=5) to understand the best practices for onboarding vendors  
• Created dashboard for mapping vendor onboarding process helping visualize step by step progress for vendor onboarding 

Impact / Outcome

• Client revamped the vendor onboarding process and streamlined the onboarding process reducing the number of touchpoints required for vendor.

let's talk

Digital audit of a leading FMCG company

Objective

• A top FMCG company wanted to benchmark its organization wide digital maturity with respect to competitors  

Methodology

• Shadowed key personnel across IT, finance, HR, supply chain, and sales and distribution functions (N = 40) to map processes  
• Identified usage of technology and digital solutions across the value streams and created workflows  
• Conducted time-motion study to evaluate variability in manual tasks for key personnel (N = 40) across functions 
• Conducted primary conversations with competitors’ current and ex-employees (N = 5) to benchmark time taken for critical processes and tech intervention across processes  
• Conducted deep secondary analysis to discover means for waste reduction and draft financial proposal and deployment plan for 20% manhours savings 

Impact / Outcome

• Client understood relative standing in digital maturity with respect to competitors  
• Detailed plan of deployment of quick-win, inexpensive tools for efficiency and accuracy improvement  

let's talk

Identifying investment patterns of customers

Objective

• A leading POS player wanted to diversify into new product and hence liked to test the merchant behaviour towards both such product features 

Methodology

• Conducted survey (N = 1,000) with merchants / user belong 12 cities (metros, tier 1, 2, and below) and are into both retail and service segments 
• Identified merchant behaviour towards their existing POS system, other payment and fintech solution, key selection criteria, and challenges faced by them 
• Presented various features of the upcoming product as different concepts and identified their preference, and expectations with them 
• Validated the survey finding by in-depth interviews (N = 100) with different merchant segments based on their demography, business turnover, and likeliness towards offerings 
• Deep-dived into merchant behaviour towards likeliness of different product offerings, its potential impact on their businesses, and identified their expectations with the upcoming features or identified other new features needed to be included 

Impact / Outcome

• The client validated and tested the upcoming product across different major cities and looked forward towards marketing and advertising strategy through different media platforms

let's talk

Competitive benchmarking of players in the home improvement market

Objective

• The client, a leading online home improvement player was looking to develop an offering to cater to economy clients in the home improvement space and required insights on unit economics, price sensitivity and offerings of other service providers  

Methodology

• In-depth interviews (N>50) of customers across 8 cities (metros and tier 1) who recently had home improvement done or were planning to do so soon 
• In-depth interviews of contractors, home improvement service providers, interior decorators on cost associated with home improvement 
• Comparison of cost of material, interior decorator / advisor fees and labor cost across different service providers 
• Customer requirements and distribution across need for different varieties of service including branded / unbranded material and specific design / generic design 

Impact / Outcome

• Client was provided with cost differentiation points, margins and unit economics benchmarking which enabled the client to launch a focussed offering for economy / low range customer segment 

let's talk

Digital maturity assessment of intra-city bus ecosystem in India

Objective

• To understand level of tech adoption and target’s relative position in daily bus commute across categories and key challenges & success factors of various players 

Methodology

• Benchmarked the business models major companies (N = 5) operating in the bus ecosystem, various features provided across transit and bus aggregator apps 
• Benchmarked technology and infrastructure facilities provided in Indian intra-city bus travel across several metro and T1 cities and compared to select other countries   
• Conducted in-depth interviews (N=30) with bus operators to get an understanding about their tech adoption levels, reasons for the adoption level and key challenges / success faced by the bus operators in day to day operations 

Impact / Outcome

• Client was provided with an understanding of the key usage drivers of its app and reasons behind continued low adoption rate 

let's talk

Due diligence on a small equipment manufacturer in the capital goods segment

Objective

• The client wished to quickly understand the demand side and supply side dynamics for the sector and the manufacturer.  

Methodology

• Conducted an in-depth study on the different stakeholders (N=15) with a focus on identifying demand side issues and key pain points associated with end customers 
• Conducted in-depth interviews (N=25) with competitors and industry professionals (N=10) to understand issues on supply side. 
• Identified areas of differentiation in terms of the business and operating models, with a deep understanding on areas that can be targeted for tapping higher demand.  

Impact / Outcome

• The client developed a good understanding of demand side and supply side issues and constraints to better assess the manufacturer. 

let's talk

Competitive benchmarking for an emerging B2B tech services provider

Objective

• A leading investment firm wanted to benchmark an emerging B2B tech services provider against its direct competitors 

Methodology

• Conducted in-depth interviews (N = 10) with industry experts to understand their point of view on positioning of target with respect to its direct competitors 
• Conducted B2B customer survey (N = 200) to gauge post sales service levels and understand the pain points 
• Carried out product and service benchmarking for key offerings by key players to understand scope of differentiation for the target 
• Combed through online forums and websites to benchmark the social media and global presence of key players in the space 
• Studied key financial metrics of target and competitors to compare the relative financial health and benchmark against industry leaders 

Impact / Outcome

• Client gained valuable insight on the competitive positioning, strengths and weaknesses of the target company

let's talk

Concept validation for new product launch by digital lender

Objective

• A growing digital lender wanted to launch a new product and hence liked to test the customer behaviour towards both its upcoming and existing products 
• Client also wanted to identify the most useful media for the marketing of its products  

Methodology

• Conducted survey (N = 500) with customers belong five metros and have some experience in taking unsecured loans 
• Identified customer behaviour towards their existing loans, their media consumption behaviour, and usage of different online services 
• Presented various concepts related to the upcoming and existing product offerings and tested their likeliness towards them 
• Deep-dived the validation with in-depth interviews (N = 100) with different customer segments based on their demography, past credit behaviour, and likeliness towards offerings 
• Understood customer behaviour towards different the selection of loan products for different personal and business needs and verified the strengths and weaknesses of different product offerings of the client 

Impact / Outcome

• The client validated and tested the upcoming product across different major cities and looked forward towards marketing and advertising strategy through different media platforms.

let's talk

Customer NPS diagnostic of a cab aggregator

Objective

• A pan-India cab aggregator wanted to assess consumer NPS, drivers, and barriers to adoption 

Methodology

• Conducted consumer survey (N = 800) and in-depth consumer interviews (N = 20) in 4 weeks across 16 cities (mix of metro, tier 1 & 2 cities) for different customer archetypes (based on household types, age groups, employment status, and gender). 
• Mapped customer journeys for offline and online booking of rides across various types of cab services through customer interviews (N = 10) and mystery shopping. 
• Conducted partner interviews (N = 30) of cab drivers across cities. 
• Carried out price and service benchmarking for key players (online aggregators, traditional cabs, local cabs). 
  

Impact / Outcome

• The client understood relative NPS for self and competition brands, key strengths, and improvement areas. 

let's talk

Infrastructure and surgical volume assessment

Product Used: B2B Edge

Context:

• A leading med-tech company wanted to understand the availability of medium & large hospitals their infrastructure and facilities along with several surgeons and surgical volume across key specialties.
  

Methodology:

• Medium & large hospitals in 28 major cities were identified based on extensive secondary research. 
• Hospital websites, Practo, Lybrate, PA, Justdial, AHPI, NMC, NCG, MOHFW, CGHS, ESIC, state government DHS & DME, media reports, patient reviews, AERB database, 1Lattice knowledge base on the surgical market were checked to find the infrastructure details, no. of specialties and surgeons in those hospitals.
• Statistical modeling to estimate the no. of surgeries happening in those hospitals using infrastructure details and surgeon count based on inputs from (N=160) primary conversations with hospital administration and operations staff.

Impact/Outcome:

• The client got insights into the top hospitals in the major 28 cities having advanced medical equipment like LINAC, PET-CT, Digital mammography,no. of surgeons and volume of surgical procedures.

let's talk

Impact of COVID-19 on e-commerce sector warehousing

Objective

• Client wanted to understand the impact of COVID-19 outbreak on the e-commerce industry with special emphasis on warehousing demand for the sector
• Client also wanted to understand the potential investment opportunities in e-commerce warehousing

Methodology

• Developed an overview for the e-commerce sector including various factors like market growth in the past and projected market growth, split between different product categories, market share of different players, warehousing contract model mix, type of warehousing mix and growth drivers. Also analysed the existing supply chain in the industry 
• Deep secondary research on the trends for the warehousing demand in the industry and the potential impact of COVID-19 on the e-commerce industry 
• Developed a potential time line for the next five years regarding the e-commerce industry revival post COVID-19, included various factors like consumer demand, goods sourcing, labor availability, warehousing demand and distribution channel while preparing the timeline

Impact / Outcome

• Client received a list of potential investment opportunities in the e-commerce sector warehousing space

let's talk

Market assessment of AI based construction start-up

Objective

• A leading conversational messaging platform wanted to understand the sentiments of the customers and the suppliers through their respective journeys 

Methodology

• In-depth interviews (N = 30) with 2 Target companies’ suppliers to understand the value proposition, pain points, brand awareness, customer stickiness, tech adoption, customer support, etc  
• Conducted customer surveys (N = 50) to understand the quality, availability, pricing, and payments, consistency, category depth, customer support, etc

Impact / Outcome

• Successfully provided client with a deep understanding of customer and supplier behavior, major drivers, pain points with the help of mapping their journeys

let's talk

Trucker survey for an online logistics platform

Objective

• An online logistics aggregator platform wanted to understand profile and business mix of truckers working with them, KPCs for selecting a platform, critical needs and service requirements of truckers, their experience & ideal value proposition for them

Methodology

• Conducted trucker survey (N = 200) to understand the needs and KPCs of truckers as well as their perception of online aggregator platforms and their experience with them 
• In-depth interviews (N = 78) with drivers, DCOs (driver cum owner) and vendors to get a detailed insight on their requirements, pain points and selection criteria 
• Deep dived into different archetypes of drivers, DCOs and vendors 

Impact / Outcome

• Successfully provided client with answers to key research questions through deep analysis of trucker market  
• Helped in targeting specific archetypes of drivers, DCOs and vendors through creation of different value propositions for different archetypes

let's talk

Understanding customers of logistics platforms

Objective

• An investment firm was trying to understand the customer satisfaction levels and views with regards to the service provided by 2 logistics platforms – Player A and Player B
• For this, the client wanted to conduct a study with a research partner and understand SLA adherence/operational benchmarks (ETAs, timeliness, geo coverage, etc.), the share of wallet, overall feedback 
• Other delivery partners they are using and how they perceive (Target) vs. other delivery partners  

Methodology

• Conducted In-depth discussions (N = 20) with clients/customers of both Player A and Player B
• N = 10 for each company with the focus on top 3-4 clients and followed by top clients in each of the key segments they operate such as e-commerce, FMCG, etc.
• Understanding SLA adherence / operational benchmarks followed by the companies 
• Analyzing overall feedback on the services provided 
• Evaluating share of wallet of players 

Impact / Outcome

• Successfully provided the client with answers to key research questions through deep analysis of customers of the 2 logistics platforms 

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Understanding feedback of Indian e-commerce logistics players

Objective

• The client wanted to understand key players in the market, NPS, and customer feedback for the key players

Methodology

• Divided the e-commerce logistics market into captive, specialized, traditional LSPs and LSP consolidators and understood their growth over the years
• Benchmarked market leaders based on their profile, financial parameters, offerings, KPCs, team profile, and business model
• Understood NPS and customer feedback for the key players on different parameters
• Understood E-commerce logistics consolidator and SaaS market structure in the USA, China, and SEA

Impact / Outcome

• The client was able to understand the e-commerce logistics market landscape in India for its service offerings
• Also, the client was able to understand the profile, financials, KPCs, business model, NPS, and customer feedback of the key players

let's talk

Concept validation of medical supplies procurement software

Objective

• A software development firm wanted to conduct a deep need-gap analysis to understand the pain points and purchase preferences of a specialized group of buyers 

Methodology

• Conducted in-depth consumer interviews (N = 50) across prospective buyer groups of different sizes to establish different customer segments and identify their pain points and purchase preferences 
• Conducted quantitative survey (N = 200) across 5 cities to understand hospitals / medical centres pain points and product features that customers deemed necessary in procurement software 
• Conducted A/B tests for the beta version of the product (N = 25) across 5 cities for the established customer segments on a one-on-one basis or in a focus group setting to receive feedback on the product 

Impact / outcome

• Client could identify the key purchase criteria of hospitals for the procurement software 
• Client was able to understand user preferences on various product attributes thus feeding into quality product features 

let's talk

Competitive intelligence tracking of co-working players

Objective

• A co-working player in India wanted to understand unit economics of key competitors in the co-working space 
• The player also wanted to know details like carpet area of centers, seat density and occupancy

Methodology 

• Conducted in-depth interviews (N = 40) of stakeholders (managers, community managers & employees) across 5 workspace providers in 3 different cities (Delhi NCR, Mumbai & Bangalore) 
• Created unit economics model to benchmark key competitors in the co-working space 
• Conducted deep level secondary research via sources like player websites, leading news publications and online reports

Impact / Outcome

• Successfully estimated unit economics of key competitors of the client 
• Client was also able to understand other details like total workspace areas of key competitors, occupancy, and seat density 

let's talk

Competitor intelligence study for a leading Logistics Tech player in India

Objective

• Client wanted to benchmark its business against key competitors in each distinct business unit, i.e., e-commerce express delivery, BFSI express delivery, heavy e-commerce (furniture & consumer durables), PTL freight, and warehousing
• In each of these business units, client wanted to benchmark key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality, against key competitors 

Methodology

• Conducted in depth interviews (N = 300) per quarter with employees (ex & current - HR manager, operations manager, marketing manager, customer service manager, supply chain manager, etc., customers, vendors & gig workers, investors, industry experts 
• Created a set of focus metrics to be benchmarked across key competitors for each distinct business unit 
• Created deep level discussion guides for different stakeholder and respondent type across competitors 

Impact / Outcome

• Client was able to understand the Logistics Tech market landscape in India 
• Also, client was able to benchmark its business against key competitors in each distinct business unit across key metrics in terms of business, cost & customer metrics, network coverage, operational efficiency & operational quality 

let's talk

Benchmarking of key AgriTech players basis select parameters

Objective

• A leading private equity company in India wanted insights on competitive landscape of AgriTech players in India
• Client wanted to understand in detail the voice of stakeholders involved

Methodology

• Conducted in-depth interviews with farmers (N = 40), retailers (N = 20) & institutional buyers (N = 20) 
• Created transcripts of the interviews to map the voice of various stakeholders and highlight key insights 
• Created a set of parameters to benchmark target with competitors operating in the same space 
• Conducted deep secondary research through various sources to substantiate key findings

Impact / Outcome

• Successfully provided client with overall competitive landscape & also benchmarked key competitors vs target 
• Conducted in-depth interviews to gain a micro-level understanding and mapped the voice of stakeholders

let's talk

Assessing the overall effectiveness of systems and processes laid down by a medical device company for its channel partners

Objective 

• A medical device company wanted to assess the satisfaction level of systems and processes laid down for the channel partners  
  

Methodology 

• Conducted in-depth discussions (~45 minutes) with the management – head of operations, head of sales & marketing, etc.  
• Conducted quantitative survey with channel partners (N = 150) dealing with ultrasound solutions, MATC, etc.  

Impact / Outcome 

• Helped client understand the effectiveness, satisfaction & expectations from systems and processes 

let's talk

Diagnostic research for platform facilitating exchange of tractors

Objective

• A leading tractor manufacturing company wanted to understand its NPS amongst stakeholders, including different segments / personas of farmers, dealers and aggregators
• Client wanted to understand the needs and pain points of stakeholders
• Client wanted insights on the willingness of mechanics to be active advocates of awareness and usage of tractor app

Methodology 

• Conducted in-depth interviews (N = 100) of farmers, dealers, aggregators and mechanics in 5 weeks across 10 states
• Benchmarked different personas / segments among stakeholders, NPS, key needs and pain points in purchasing exchange tractors
• Conducted customer survey (N = 100) for farmers, dealers and aggregators in 2 weeks across 10 states to understand KPC, NPS, drives of promotion and detraction, pain points & improvement areas 

Impact / Outcome 

• Client understood the different segments / personas of stakeholders, their needs, NPS and pain points of tractor app 

let's talk

Digital journey and aggregator behaviour research for an exchange tractor platform

Objective

• A leading tractor manufacturing company wanted to understand digital journey and behavior of its Tractor app amongst aggregators, including different segments of aggregators 
• Client wanted insights on exchange tractor digital journey of aggregators 
• Client wanted to understand current needs and pain points  

Methodology

• Conducted in-depth interviews (N = 50) of aggregators across 10 states to understand 
• Created a discussion guide to answer key parameters like - Exchange tractor digital purchase journey, needs and pain points in purchasing exchange tractors, usage of Tractor app, its strengths and weaknesses 
• Conducted secondary research to understand digital penetration in the focus states 

Impact / Outcome

• Client understood the different segments, exchange tractor digital purchase journey, needs, pain points, awareness and usage of tractor app amongst aggregators 
• Client also understood key strengths of the app, strategic, operational and tactical issues with the app and ways of mitigating them

let's talk

Understanding the supplier value proposition of social commerce platform

Objective 

• An investment firm wanted to understand the value proposition of a leading social commerce platform for suppliers 

Methodology 

• Conducted in-depth qualitative interviews (N = 13) to understand needs met by target vs competitors  
• Understanding unique propositions of target for product suppliers 
• Analyzing validation of economics and Lead-to-order process  
• Evaluating key pain points and future outlook towards target vs competitors 

Impact / Output 

• Client was able to get a detailed understanding of the different archetypes of suppliers, how they choose a platform, the channels they use, behaviour – frequency, continuity, product categories etc 

let's talk

Vendor selection for a B2B medical supplier by understanding the procurement practices

Objective

• Client wanted to understand the procurement practices of the suppliers of different product categories  

Methodology

• Conducted primary discussions (N = 90) with the employees and the customers of the company to understand the procurement practices  
• Did secondary research to validate the findings  
• Shortlisted the vendor basis the criteria finalized with the client as well as basis the research findings 

Impact / Outcome 

• Helped client select the vendor  

let's talk

Track to gather feedback for a major online BPC player in the grooming market

Objective

• A cosmetic player wanted to understand the male grooming market with respect to the major players, employment of right sales channel and different business models used by players 
• Client wanted to also take a deep dive in the premium products & luxury services segments

Methodology

• Conducted in-depth conversations with retail chain owners & top-sellers on online channels to understand the evolving customer needs & their shopping behavior (N = 100) 
• Conducted surveys (N =1,000) with customers (online & offline) on their perception about products & the key drivers of purchase 

Impact / Outcome

• Successfully provided client with holistic view on market share of competitors, and identified the most efficient channel of sales for the brand 
• Client launched a new product line for the current users and segregated between premium & affordable offerings 

let's talk

Rapid due diligence of an AgriTech firm

Objective

• A global VC firm was evaluating investment in a leading AgriTech company in India and wanted to validate their business case forecasts to understand full growth potential 

Methodology

• Conducted primary research with both warm and cold connects across farmers, retailers and suppliers (N = 50) to understand costs, brand affinity, share of wallet, etc. 
• Secondary research to understand crop cycles, farmer count, input cost growth and variations by states 
• Engaged in conversations with the management to understand their business model and business outlook for the next 5 years 

Impact / Outcome

• Successfully provided the client with an understanding of future growth (revenue and EBITDA) and potential levers to accelerate growth

let's talk

Reducing the pre-delivery returns of a major B2C e-commerce players in India

Objective

• A major e-commerce B2C company wanted to reduce the pre delivery returns of the company 
• Understand the root causes of problem and suggest suitable action points for the same 

Methodology

• Conducted a customer survey (N = 1,000) and IDIs (N = 158) with different customers, sellers, delivery boys, warehouse managers, competitors and internal stakeholders to analyze the root causes of RTOs and their estimated sizing 
• Analyzed best practices implemented around the industry 
• Evaluated action points that can be implemented to reduce the RTO% of the company 

Impact / Outcome

• Successfully provided the client with a deep insight into the main drivers of RTO, a comprehensive understanding of the size of each root cause and the subsequent action points for the company 

let's talk

Market potential assessment of AgriTech landscape in India

Objective

• A leading investor wanted to understand market opportunity for AgriTech solutions and services in India; the market size, segments, growth enables & barriers
• Client wanted to understand competitive landscape to understand the major players, their scale of operation and business models
• Client wanted to analyze the perception of different stakeholders – farmers, retailers and institutional stakeholders regarding the key players 

Methodology

• Conducted in-depth interviews with farmers (N = 100), retailers (N = 40), institutional stakeholders (N = 15) 
• Created discussion guides and transcripts covering insightful, deep level questions
• Benchmarked competitor’s basis business model and scale of operation via deep primary & secondary research 
• Conducted secondary research using leading news publications, player websites, reports & Government databases 

Impact / Outcome

• Client was able to understand the AgriTech space in India, the market size & growth outlook and was also able compare the major players basis solutions and offerings, business model & scale of operations
• Client also understood the perception of different stakeholders (farmers, retailers and institutional stakeholders)

let's talk

Market sizing and growth projection of MRO products

Objective

• Client wanted to understand the B2B spend in the addressable maintenance, repair, and operations product, and respective drivers of growth / inhibitions

Methodology

• Identified requirement of MRO supplies across manufacturing organizations, including their sourcing need, frequency and efficiency in procurement from the traditional supply chain 
• Segregated the market into various products and services verticals
• Benchmarked key market players on various features and operational parameters across these segments

Impact / Output 

• Enabled the client to understand the market opportunity and its growth drivers for MRO products in India

let's talk

Market assessment for a radiology player

Objective

• A radiology player wanted to understand the customer’s acceptance of the 6 offerings and design an ideal offering that would be preferred by the customer segments and its optimal pricing 

Methodology

• Conducted primary conversations (N = 30) and visited different types of radiology labs  
• Conducted expert interviews (N = 10) for adoption possibilities of the offerings  
• Conducted 440 surveys (N = 160) for conjoint analysis 

Impact / Outcome 

• Enabled the client to understand the adoption level across of the services offered and understand the attributes / features to take to the market and at what price segment

let's talk

Market assessment for opportunities in supply chain financing in B2B commerce

Objective 

• Client wanted to assess the opportunity in providing credit to the supply chain participants in the maintenance, repair, and operations product market 

Methodology

• Conducted in-depth qualitative primary conversations with 80+ channel partners and N = 50 customers to identify and assess their behaviour and preferences 
• Understood channel partner behaviour – technology usage, margins, credit usage, and credit partners involved in the system 

Impact / Output

• Client was able to get a holistic view of the supply chain & its intricacies and got an overview of the opportunities in the space 

let's talk

Mapping customer service expectations for a medical device company

Objective 

• A medical device company wanted to evaluate customer service and expectations for service imaging equipment like MRI, CT, etc. The client also wanted to do SWOT analysis on its competitors 

Methodology  

• Conducted qualitative discussions (N = 84) with end users like cardiologists, radiologists, healthcare providers etc.  
• Conducted qualitative discussions (N = 56) with competitor customers consisting of lab owners, etc.  
• Combed through various secondary sources to identify the services/ growth barriers and drivers of competitors 

Impact / Outcome  

• Helped the client understand customer’s perception of their services, the additional services needed by the customers and their willingness to pay 

let's talk

Understanding penetration, recall and marketing activities of different pharma companies in C2-C6 markets

Product Used: B2B Edge

Context:

• A leading Indian pharmaceutical company wanted to understand the penetration of different pharma companies in lower-tier markets, marketing activities carried out by these pharma companies, and the impact of these activities 
  

Methodology:

• Conducted IDIs with N=300 physicians including registered medical practitioners, MBBS doctors, ayurvedic, homeopathy doctors, chemists, semi-stockists, and stockists operating in lower-tier markets?
• Analyzed engagement activities, penetration, and recall of pharma companies based on MR visits, frequency, and type of engagement activities
  

Impact/Outcome:

• Understanding the market dynamics, penetration, and market activities, of different pharma companies for physicians, chemists, stockists, and semi-stockists in C2-C6 markets.

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