Florian Raynal

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Decreasing rejection rate by 90% and increasing approval time by 400%

Each month ~100 of commercials rebates are rejected by the commercial team due to missing information and lack of legally binding vocabulary.

This results in:

Losing money and market share

Not reaching commercial targets

Creates unnecessary manual work for our buyers and commercial team

Each month ~100 of commercials rebates are rejected by the commercial team due to missing information and lack of legally binding vocabulary.

This results in:

Losing money and market share

Not reaching commercial targets

Creates unnecessary manual work for our buyers and commercial team

~100 commercial rebates are rejected monthly.

Commercial team says they reject about 15% of rebates because vendors use vocabulary like “Ok”, “Good”, “That’s fine”.

“These terms aren’t legally binding, that’s the main reason I reject them. - Jan Mereet”

Buyers told me they manually request a new approval which can take up to 7 days or more to be approved.

Coolblue is often not able to reach its commercial targets and loses money and market share on some product types.

“I easily spend 2+ hours a week just to resend rebates and chase my me vendors to avoid loosing too much target margin on the products I’m responsible for. - Rani”

Read the full interview process here ->

Our current process is too error prone.

A few rounds of usability testings showed me what was happening:

Too many tools are used within the process

Too time consuming

No room for proactiveness

“I constantly have to search my emails, save them as pdf file and send them to commercial team as proof of approval. - Jost”

Read the full task analysis here ->

We are re-inventing a new way to simplify and automate that process

I gathered our key stakeholders that were involved in the process with the idea to make everyone aware of all the current issues we were having and the impact on our business.

After a few sessions we decided to try automating as much as possible with the hypothesis it will reduce our main metrics:

Achieve 90% first time right approval rate

Reduce approval time by at least 50%

Read more about how we took this collective decision ->

Time to test our assumptions with our vendors

What I discovered

How I discovered it

What will I do next

We’re seeing less rejection and a huge increase in approval time

What I discovered

How I discovered it

What will I do next

What I learned along the way

Reflection