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  • February 2021
  • Case
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Drizly: Managing Supply and Demand through Disruption

By: Kris Ferreira
  • Format:Print
  • | Language:English
  • | Pages:18
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Abstract

It was April 6th, 2020, and the management team at Drizly—an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly’s app for immediate home delivery—were thrilled to see record-breaking sales from the demand surge brought on by the COVID-19 pandemic. For the 10th straight day, gross merchandise value (GMV) sold through Drizly’s online alcohol marketplace had surpassed Drizly’s GMV on New Year’s Eve—typically Drizly’s busiest day of the year. But their excitement didn’t come without serious concerns. The average delivery time well-exceeded the 60-minute customer promise, the void rate—the percent of orders that were subsequently canceled by either the consumer or retailer prior to delivery—was experiencing a five-fold increase over pre-COVID-19 levels, and the number of customer complaints were on the rise and not being answered in a timely manner. What should Drizly do to ensure the long-term success of the company?

Keywords

COVID-19 Pandemic; Demand and Consumers; Growth and Development; Customer Focus and Relationships; Customer Value and Value Chain; Customer Satisfaction; Goals and Objectives; Supply Chain Management

Citation

Ferreira, Kris. "Drizly: Managing Supply and Demand through Disruption." Harvard Business School Case 621-097, February 2021.
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About The Author

Kris Johnson Ferreira

Technology and Operations Management
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Related Work

    • October 2021
    • Faculty Research

    Drizly: Managing Supply and Demand through Disruption

    By: Kris Ferreira
Related Work
  • Drizly: Managing Supply and Demand through Disruption By: Kris Ferreira
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