The Cakrawala team from the Faculty of Engineering, Universitas Indonesia (FTUI) provides innovative solutions to improve the Customer Experience (CX) of ShopBack application users. Thanks to their innovation, the team won First Place in the 2022 International Business Solution Competition organized by Padjadjaran University and ShopBack. The team consists of Alvin Filipi (Electrical Engineering 2019) and Evelyn Velencia Febita (Biomedical Engineering 2020).
Acquisitions and innovation have been the main drivers of ShopBack’s growth in the last 8 years. As the world begins to recover from the COVID-19 pandemic, it is clear that the lockdown period has transformed customers to become more digitalized, changing consumer behaviour in the years to come. This new customer behaviour reaches all areas of life, especially shopping behaviour. According to Google, Bain and Temasek, the market value of Indonesia’s e-commerce sector is targeted to reach 83 billion dollars by 2025.
“This data shows that Indonesia will become the largest e-commerce market in Southeast Asia. As businesses around the world move to deepen their digital transformation, customer experience (CX) continues to evolve and needs to be prioritized. Thus, innovation is needed to help ShopBack maintain its business. For this reason, we are trying to provide solutions in the form of three pillars, namely Branding Experience, Product Experience, and Service Experience.” she said.
Three pillars of the solution provided by the Cakrawala Team, namely first, Branding Experience is an effort to develop an emotional company jingle to build long-term relationships with users. Second, Product Experience is an effort to develop tailor-made products and new features in the ShopBack application, such as Instant cashback redemption, ShopBack loyalty program, ShopBack affiliation, and adding to the product lines offered. Third, Customer Experience is an effort to create a new operating system for Customer Service with SMART-based KPIs and to develop a monitoring dashboard for Customer Service called ShopBack Connect. The solutions offered can increase ROI from ShopBack by 7% and IRR by 229%.
Dean of FTUI, Prof. Dr. Heri Hermansyah, S.T., M.Eng., expressed his appreciation for the achievement of this FTUI student champion. “The three pillars of innovation proposed for the development and survival of the ShopBack application prove that FTUI students are excellent students and have an impact on their surroundings. Hopefully, this solution can provide benefits for the development of the ShopBack application.”
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Bureau of Public Communications
Faculty of Engineering, Universitas Indonesia