Operating scope

Country head

Capability

All capabilities

Active handovers

Outcomes written back

Connected work · Agent system

Business vertical

Hypermarkets and stores

Agent on shift

Shelf Sentinel

Accountable person

Section heads

Evidence · 3 min

Till line items

Next step

AvailabilityOS

AvailabilityOS · screen 02 of 07

Price challenge

A customer raises a competitor price on a call. What the agent says depends on the category. The pricing desk hears about it either way.

3 issues · 2 waiting on you

Issues in scope

5 instances across 4 places

Waiting on you

0 already decided in this session

Three largest

AED 3.1m–AED 10.5m

Modelled annual value, three largest only

Running without asking

0 armed and waiting on a threshold

Decision owner

Country head

Returns to Pricing desk, Customer care

Scope

Oman

27 stores · all capabilities

Listen

Price raised on a callCompetitor price feeds by marketOwn price and margin positionCategory response rule

Process

Which category rule appliesIs our published price already at or belowOne caller or a pattern

Act

Answer within the category ruleRoute to the pricing desk inside the hourOpen a review where the market moved

Written backEvery outcome returns to the systems that produced the evidence.

KindOrder

Queue

3 issues across 5 places · 2 waiting on you

Choose

A rival is 8% under us on the television line that sets price perception

Oman

What happened

Callers in Oman named a competitor price on the 55 inch TCL 16 times in nine days. The same model is listed 8% below our shelf price at three competitor sites in those catchments. It is among the highest volume television lines we carry.

Why it matters

Television is where price perception in electronics gets set. The exposure is not this line, it is every electronics enquiry that follows from a customer who has decided we are expensive. A straight match on this line sits below the margin floor, so it cannot be done quietly.

Already done

All 16 callers heard the Lulu position and what comes with it, never the rival's number. Every call reached the pricing desk within the hour with the competitor listing attached.

Worth

AED 1.7m to AED 5.9m a yearModelledExposure is the annual value of the lines at the visible price gap, times the share of enquiries that convert elsewhere when the gap is not answered.Competitor gap on tracked television lines

Then what

Price decision written to the line, competitor evidence filedPricing deskReports back 17 Sept

Approve

10 electronics lines moved more than 8% in the market this week

Oman

What happened

Competitor pricing moved on 10 tracked electronics lines across Oman in seven days. The movement is across multiple retailers rather than a single site, which usually means a supplier programme rather than a local promotion.

Why it matters

The standing review is weekly, so on current cycle these lines sit exposed for another six trading days. In electronics that is long enough for the price comparison sites to reprice and for the enquiry mix to shift.

Already done

The movement was detected and the lines assembled with our position, the competitor position and the margin headroom on each.

Worth

AED 1.4m to AED 4.4m a yearModelledLines exposed for six extra trading days each cycle. Value is the margin and volume recovered by reviewing inside the week rather than after it.Days of exposure per pricing cycle

Then what

Review list with margin headroom, opened todayPricing deskReports back 17 Sept

If approved

The 10 lines are reviewed today with margin headroom attached

If declined

The lines stay on the weekly cycle and the gap runs another six trading days

Done

Grocery price challenges at Ibra were answered in the call and closed

Ibra

What happened

29 callers named a rival price on grocery staples. In each case the published Lulu price was already at or below the price named. The agent said so, with the current shelf price.

Why it matters

These are the challenges that do not need a pricing desk. Routing them upward adds a day to an answer the record already contains, and leaves the customer thinking we had to check.

Already done

Answered directly. Each one is still logged as a price position data point, so the pattern is visible even though no escalation was needed.

Worth

AED 55k to AED 156k a yearModelledEscalations avoided on challenges the record already answers. Value is pricing desk time plus the enquiries that close in the call rather than a day later.Grocery challenges closed in the call

Then what

Running continuouslyCustomer careStanding, no return date

Answered in the call, no escalation, price position logged against the SKU

Also open at