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Mango Fashion Retailer - Case

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Submitted By Chrisdeburgh
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Mango is one of the most well-known clothes retailers in the world and the most successful one from Spain. Although I was aware of the international awareness and presence of Mango, I was surprised about the large success that Mango had all around the world. Considering that they are now operating in more than 90 countries all around the world, it is very impressive how fast they have grown and how well their strategy that is based on internationalization has worked well for Mango. One of the facts that surprised me was how fast they were able to grow within Spain, considering that within the first 8 years they opened 100 shops all around Spain. When considering the growing importance of Internet today, it is crucial for a multinational company such as Mango to have a well working IT sector. When looking at the general development of online shops for clothes retailers, Mango was definitely one of the pioneers in that area as they already started their Internet department back in 1995 and have since constantly been building up and adapting to new trends.

Mango has decided to keep all their IT department within the company and is employing more than 100 people in their IT department that are responsible for the e-commerce sector of the company. Advantages are definitely that all the control over the company’s actions is based within the company. This improves the speed of communication within the company and also makes sure that they have everything under control and are independent. By doing so they can also assure the highest quality standard for customer service and other related issues. Another issue is that outsourcing will always cost the firm more and often transition is complicated.
On the other hand, there are also benefits for outsourcing. Some of these include issues such as a lower risk for Mango as they give away some of the responsibility. It also allows them to focus on their main areas of responsibility. Since the companies who would take care of that area are very specialized and might have greater resources and experience, this might help improve the online sector for Mango.

I believe that Mangos decision not to participate in other platforms such as Ebay is a very good one. Keeping everything on their own website ensures them the highest possible quality for their products and the best service for customers. Websites such as Ebay might get very messy as they not only provide Mango products and people might get disappointed if they not find what they are looking for. On their own website on the other hand the customers have a website that is created to simplify their purchase as good as possible, making it much more convenient for any customer. Also sticking to their company’s idea and vision is one of the core values of Mango. So in order to keep its integrity and the high standards, joining such public pages that offer so many different products would not work well. Also if a different webpage would be included in the selling process, problems such as returning the products will get much more complex which in the end worsens the customer service.

There are some very critical points for Mangos offline model to work well and be as profitable as possible. Crucial aspects are for instance minimal possible distribution times and also good after-sale customer relationship. Also time is important, as people do not want to wait for too long after they have purchased their product and they do not really care where the next logistic center is as long as they get their product as fast as possible. Another issue that always arises with Internet purchases is the security of the purchase. Many people are afraid to give their data and especially credit card details to Internet pages. This can also be seen in Annexe X, where most of the reasons not to buy in the Internet are related to insecurity. And the main reason that they have to make feasible is that products are well displayed so people really know what they are buying.

When considering outsourcing for your e-commerce sector, the areas that could most easily be outsourcer are the maintenance and the distributing of products. Both of these are technical based procedures that do not need a creative mind or good ideas. Also as they are not directly related to the customer there is no real risk that the customer service would be harmed by such a decision. On the other hand the design and structure of the webpage as well as the customer service should definitely not be outsourced. It is key for the companies to have a high level of customer service as well as a nice design that fits the company’s strategy in general. So these are important sectors that should stay and be controlled internally.

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