Company: CornerUp

Industry: Marketplace

Use Case: Order issues, fraud detection, inventory management

Problem: Delayed issue resolution

Solution: Automated alerts and workflows

Outcome: Elimination of delays in order issue resolution

Background:

CornerUp is a B2B marketplace powering sourcing, purchasing, and discovery for local convenience and corner stores. CornerUp encountered natural challenges common to fast-growing marketplaces, such as managing order issues, detecting fraud, and efficiently handling inventory.

Problem:

Initially, CornerUp relied on Airtable automations and manual checks to manage operations workflows. This system worked well until the company's growth necessitated a more robust solution. They transitioned from Airtable to AWS, which highlighted the need for real-time notifications to promptly address operational issues such as order cancellations, low inventory, and fraud detection. They needed a solution that could provide visibility into order issues and kick-off coordination among suppliers, customers, and internal teams.

Solution:

Agustin, the Product Manager responsible for internal tooling, sought an operations workflow solution that was user-friendly for the operations team, seamlessly integrated with existing tools like Twilio, Slack, Redshift, and catered to marketplaces (specifically, allowed customized vendor communications). After considering options like Zapier and custom-built tools, Avenue emerged as the ideal choice. Avenue's ease of integration with CornerUp's existing tech stack and its capability for DIY alert creation made it stand out. Plus, given that CornerUp communicates with customers through text, he liked that Avenue could white-label SMS messages.

"Avenue makes it easier to create a case and assign it when you need to take action." -Agustin, Product Manager

Using Avenue, CornerUp's operations was able to set up an internal alerting and workflow system within a day — a task that would have taken two weeks with internal resources. Avenue's integrations with Slack, SMS, and email facilitated real-time notifications, streamlining communication with all stakeholders. This system allowed for proactive management of order status changes and personalized customer engagement during critical moments like delays or promotions.

Outcome:

Avenue's ticketing queue revolutionized CornerUp's approach to issue detection and resolution. What was once a manual, fragmented process involving dashboard checks and Airtable workflows, became an automated, efficient system. Within just a month of using Avenue, CornerUp saw decreased churn and hundreds of dollars saved in promo fraud.

Future Plans:

Looking ahead, Agustin and his team are planning to leverage Avenue's Playbooks to refine seller account management and scale their SOPs (Standard Operating Procedures), further harnessing the power of Avenue in driving operational excellence and customer satisfaction at CornerUp.

Interested in hearing how Avenue can help your marketplace, speak with sales today or check out the 10 risks every marketplace operations leader must monitor.