With change in the e-commerce market in India being pushed by (relatively) new ventures like Flipkart, Infibeam, LetsBuy, among several others, how are the incumbents responding? Indiatimes Shopping, the eleven year old e-commerce venture from the Times of India group is revamping its platform, changing its model from a marketplace business to more of a hybrid business - partly a marketplace, partly taking title of inventory, and looking to gradually take ownership of the customer experience and delivery. In part 1 of this two part interview series, Gautam Sinha, CTO and Head (E-Commerce) at Indiatimes speaks with MediaNama about the changes that the company is making, why it's making them, why now, and the pricing of products online: MediaNama: What are your plans for Indiatimes Shopping? Gautam Sinha: The plans are working on the fundamentals, customer experience, not just how the call center handles the call, but what kind of products we sell, how the website treats the customer, how the packaging is done, to how fast we can deliver the product. Product satisfaction, delivery satisfaction, keeping the customer in the loop at every point of contact, and giving the customer an A+ experience. MediaNama: This is different from what you were doing earlier - which was acting as a connect between the vendor and the consumer. You weren't packaging things earlier. Gautam Sinha: That's absolutely right. We started 10-11 years ago, and the model we started was the marketplace, which was a connect of demand aggregation and then passing it…
eCommerce
E-commerce Players Have To Take A Larger Ownership Of Logistics – Gautam Sinha, Indiatimes E-Commerce
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