Automating Support at Kartopia
unconventional
India-specific
Set in India; the figures and context are India’s.What this case is about
Your client is Kartopia, a large e-commerce marketplace in India. It wants to automate customer service processes to reduce costs without hurting customer satisfaction. The leadership team wants to know which processes to automate first and what safeguards to put in place.
Objective
Prioritize customer service processes for automation, explain how to protect customer satisfaction, and estimate the potential annual agent hours and labor cost saved.
Skills this case tests
Structuring the problem
Working the numbers
Judgement and recommendation
Communicating clearly
This is an interview practice scenario. Figures in the brief are case inputs, not current market research.