Digital Transformation Consulting

The e-commerce platform faced the challenge of enabling small and medium-sized business (SMB) sellers to effectively utilize targeted advertising, as many were unfamiliar with the processes and benefits, resulting in low ad spend and limited engagement. To address this, Accenture collaborated with the company to upgrade their existing self-service ad portal, making it more user-friendly and incorporating data, AI, and generative AI (gen AI) technologies. The tailored solution included real-time, customizable advertising strategies, targeted suggestions delivered regularly to sellers, and a suite of tools designed to boost seller confidence in advertising investments. Advanced AI capabilities provided post-call summaries and real-time campaign insights, enhancing decision-making and campaign optimization.

Additionally, the implementation of One CRM and OneGlass solutions facilitated seamless management of seller interactions through automation of emails, campaign recommendations, and multi-channel messaging via WhatsApp. This technological backbone was complemented by a dedicated, well-trained team of campaign strategists, media managers, data analysts, and agents equipped with sales playbooks and predictive modeling tools to deliver personalized support and build trust with sellers.

The results were highly specific and quantifiable: the partnership led to over 30% year-over-year growth in ad spending, with many previously inactive or zero-spender merchants converting into active advertisers. This growth contributed directly to increased revenues for the platform and empowered thousands of SMBs to reach their customers more effectively. The initiative successfully combined technology and human touch, resulting in a significant expansion of the platform’s advertising capabilities and a steady, scalable revenue stream while fostering small business growth and prosperity.