Redefining Internal Processes in the Beauty Industry
At a leading global beauty brand, the Market Insights team faced overwhelming demand for data and analyses. Requests came from across the organization, often through unstructured channels such as emails or ad-hoc conversations. This resulted in duplication of work, loss of knowledge, and an inability to track the value delivered.
The Challenge
High volume of internal requests with no central intake process.
Frequent communication breakdowns and unclear ownership.
No structured way to measure workload, response time, or quality of insights.
Our Approach
Lucro Studio introduced an internal ticketing system built on the company’s existing IT infrastructure. The solution redefined the way internal “market insight” requests were handled by:
Creating a single entry point for all queries.
Categorizing requests to match them with the right expertise.
Introducing SLAs, dashboards, and tracking for both volume and quality.
Embedding a knowledge base for retention and future re-use.
The Results
100% response rate to business queries.
Improved satisfaction of internal stakeholders through transparency and accountability.
Enhanced data retention and re-use, creating a scalable knowledge repository.
Ability to report on workload and business value delivered – a first for the function.
Reflection
The new system transformed the Market Insights function from a reactive support unit into a structured partner for the business, making its value both measurable and visible.