Software Development Case Study - Zaigo's Floral Solution

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Blooming the Floral Industry: Transforming Town Flower’s D2C Services

Zaigo developed a dynamic platform for Town Flower, a floral e-commerce organization. The platform streamlined the business by enhancing connectivity between florists, customers, and delivery networks for a seamless, efficient service experience.

About The Client

Town Flower is an innovative platform revolutionizing the floral industry by providing a complete solution for customers to buy flowers seamlessly.

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Project Background

Town Flower operates a cutting-edge platform designed to streamline the floral delivery process. It provides a smooth, seamless experience for buyers purchasing flowers and ensures efficient, timely deliveries. The client envisioned a platform akin to Amazon, enabling direct-to-customer (D2C) services. Moreover, they wanted the platform to support omnichannel purchasing—online, mobile, and in-store—to elevate the customer experience.

Goal

The primary goal was to build a comprehensive platform that empowers users to purchase flowers with ease. It should facilitate:

A location-based search system where customers can find flower delivery services by entering a zip code.
Search results are filtered based on the inventory available at each hub.
Displaying all product variants with options for selecting delivery dates, specific time windows, adding personalized messages for loved ones, and offering add-ons.
Integrated online payment capabilities.
Rapid website deployment, enabling user hubs to launch their own city-based website within 20 minutes.
Order Placement Channels:
- Online: Direct purchases through the platform.
- Mobile: Accessible via smartphones for on-the-go purchases.
- Over the Phone: Customer support operators (CSRs) take orders, with options for pick-up or in-store purchases.
- Walk-In: Additionally, buyers can visit the store and place their orders with customer support operators (CSRs) on the go.
Order Processing Workflow:
- Orders are distributed to hubs based on zip code location.
- Orders are assigned to florists based on delivery schedules.
- Auto-sorting assigns orders to specific hubs, mapped to delivery regions.
- Bulk orders are notified to florists, which are then assigned to delivery drivers.
- Route optimization helps dispatch management reduce mileage and prioritize deliveries near the delivery partners’ residential areas.

Project Timeline

The total project timeline was 12 months.

Challenges

The client faced several challenges, which demanded a smart solution from our end:

Managing a perishable inventory of flowers to avoid over-selling or under-selling.
Saving mileage through efficient delivery route optimization.
Setting product scheduling and flexible delivery windows.
Ensuring seamless communication between florists and customers.
Elevating customer experience to make it feel like buying from their favorite local florist.

Solution Delivered

Zaigo analyzed the business requirements and provided innovative solutions:

Inventory Management

Introduced flower recipes to showcase arrangements and optimize stock usage.
Payment Integration

Enabled seamless online payment processes.
Communication Tools

Implemented text-to-chat functionality to allow real-time communication between florists and customers. Customers can chat with florists for customizations by text, while florists can send recipes using the chat from the mobile app, which converts to MMS previews of flower arrangements and sends them to customers as text.

Order Tracking

Developed a robust order processing system that auto-sorts orders to hubs and assigns them to florists based on delivery schedules.
Route Optimization

Added a route optimization feature to ensure efficient delivery, saving time and resources.
Customer Experience

Designed the platform to provide a personalized buying experience, mimicking interactions with a go-to florist.
Reporting

Enabled detailed reports for inventory management and order tracking.

Key Features Implemented:

Town Flower is a comprehensive platform that caters to several user types to ensure smooth operations and a customized service experience. The platform was designed to support:

User Types and Roles:

Super Admin: Manages the entire platform, ensuring smooth operations across all hubs and user types.
Hub Admin: Manages individual hubs, overseeing their inventory, customer orders, and local flower arrangements.
Florists: Package and arrange flowers for distribution to customers, fulfilling orders from local hubs.
CSR (Customer Service Representatives): Provide real-time support via chat, helping customers with inquiries or special requests.
Drivers: Handle the final leg of delivery, ensuring that flowers reach customers in a timely manner, guided by efficient route mapping.

Hub and Inventory Management:

Hubs: The platform supports multiple hubs, which serve as operational centers for different cities. Each hub has its own inventory, where flower categories and subcategories are mapped from a central catalog.
Seasonal Adjustments: During peak seasons like Valentine's Day or Mother's Day, hubs can override their typical inventory to meet specific customer demands.

Customer Types:

General Customers: One-time buyers who enjoy the ease of online flower delivery.
Business Customers: Regular buyers who have the option to defer payment. They receive an invoice after delivery, which enhances customer loyalty and retention.

Results & Achievements

Enhanced Customer Experience

Simplified ordering processes with personalized services have significantly boosted customer satisfaction.

Improved Operational Efficiency

Streamlined hub management, optimized inventory control, and efficient delivery routes have increased overall operational efficiency and employee satisfaction.

Higher Retention Rates

Business customers value the option to defer payment, contributing to higher retention rates.

Our Work-Flow

At Zaigo Infotech, we prioritize systematic workflows to deliver efficient, high-quality outcomes:

Technology Stack

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