ESENStart with a diagnosis →
Marketplace operator, LATAM anonymized

Four channels, over a hundred sellers and no screen to govern them.

Unseen Which seller was holding up each order, and since when. Control lived in spreadsheets passed between teams. How much of the volume the program was funding through points and coupons, not known until the month had closed. Which products were selling in zones where no one had a shipping rate for that weight.
Built The system that governs the operation, built from scratch: team exceptions, sales by channel, program spend, shipping coverage, settlements and audit on a single screen. See the screen →
Changed Over 100 hours a month of manual work the team no longer spends consolidating spreadsheets and building settlements. Settlements are no longer built by hand. The calculation by seller, redemption and commission comes out of the system. Month-end close is no longer a job for several teams at once. A budget overrun shows up on day 12, not after the money is spent.
+100 hrs freed up per month
100+ sellers governed
4 channels on one screen
Your operation could be the next case. We start with the diagnostic: what is stalling, by how much and since when. With that in hand, you decide whether we build it.
Cases are published anonymized until the client gives written authorization.

What we built

The system we built.

Four channels, over a hundred sellers and three teams that used to consolidate by hand, on a single screen: what needs attention today, what sold, how much the program funded, where shipping does not reach and what each seller is owed.

Operations · what needs attention Open exceptions, time waiting and team workload 10 at 8+ days
Waiting 17 16 at start + 6 − 5 resolved
Resolved 5 vs. 9 in the previous period
New 6 exceptions created
Average resolution time 5.4 d on resolved exceptions
Time waiting
0 to 3 days3
4 to 7 days4
8 to 14 days2
15 days or more8

The focus is on those at 8 days or more: 10 need review.

Weighted workload per person Weighted by exception type, not by number of cases.
Operations coordination20 · 8 cases
Support12 · 6 cases
Finance8 · 3 cases

Two people carried 80% of the open work and no one saw it until close.

Prioritized exceptions
Exception Area Status Age
EX-214Order pending settlement on the main channel Finance overdue 52 d
EX-231Campaign unpublished, pending approval Commercial waiting 19 d
EX-238Point value not updated on affected orders Operations waiting 11 d
EX-244Financial control not automated Finance open 4 d
Sales · period summary From list price to cash collected · paid orders only 900 orders in the period
Gross volume $64,412,065 sale price · paid orders
Collected $33,612,640 cash net of redemptions
Average ticket $173,617 371 paid orders
Paid orders 371 41.2% of 900 in the period
Units 508 paid orders only
Unique buyers 322 distinct ID numbers
Active sellers 19 with at least one paid order
Points redeemed 5,651,870 ≈ $22,607,480 · 96% of orders
Sales breakdown
Sales at list price $68,114,220
(−) Catalog discount − $3,702,155
Gross volume $64,412,065
(−) Seller discount − $11,284,310
(−) Coupons − $118,940
(−) Points redemption − $22,607,480
(+) Shipping charged + $3,211,305
Total collected $33,612,640
Breakdown by payment method
Method Orders Volume Ticket
Points + pesos349$61,180,400$175,302
Points + coupon6$1,402,110$233,685
Coupon only4$128,760$32,190
Cash only12$1,700,795$141,733

97% of volume is paid with program points. Before, that only came out once the month had closed.

Investment · channel budget over budget
Channel budget $28,000,000 US$20,000 · exchange rate 1,400
Projected spend $33,040,000 118% of budget
Overrun $5,040,000 projection exceeds budget
Cost per order $23,600 program spend per order · 560 orders as of day 12
Spent as of day 12 of 30 47.2% of budget
Month-end projection at the current pace 118% of budget
You go over by $5,040,000 if no lever is pulled.
Coverage · shipping by zone and weight 8,640 rates · 24 sellers · 318 products without coverage
Zone <1 kg 1–3 3–5 5–10 10–20 20–50 >50
Buenos Aires metro area ✓ ✓ ✓ ✓ ✓ ✓ ✓
Central ✓ ✓ ✓ ✓ ✓ · —
Litoral ✓ ✓ ✓ ✓ · · —
Northwest ✓ ✓ ✓ · · — —
Northeast ✓ ✓ ✓ · — — —
Cuyo ✓ ✓ ✓ ✓ · — —
Patagonia ✓ ✓ · · — — —

318 products were listed in zones where no seller had a rate for that weight. The sale went through; the delivery could not happen.

Reconstructed with sample data. No figure reflects the client’s actual operation.

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