Home delivery for home electricals: a global brand with a cx obsession
This household name made delivery technology changes to replace legacy tech and protect their position as a pioneer of customer experience – but, not only that, the changes also had a substantial impact on the bottom line…
Client bio
Known for leading innovation and sector advancement in the home electronics and beauty space, this household retailer is British-born with a global footprint – with parcel shipment volumes in the millions and revenues in the billions.
The challenges
- Powering up direct to consumer (D2C) commerce
With a huge presence through concessions, resellers and department stores, the brand wanted to take control of the customer and pivot the model to increase sales through their D2C ecommerce channel.
- Limited carrier options and a static checkout
The ecommerce customer journey was hindered by a clunky delivery experience – this started with a static checkout, displaying prescriptive delivery options, and went through to a fulfilment and logistics operation that wasn’t configured for efficient global expansion (such as complexities around multi-carrier consignment allocation).
- Turning browsers to buyers
With a single carrier offering, and no dynamic checkout, customer experience needed improvement. Delivery was a sticking point for converting browsers to buyers.
How Sorted helped
Ship
With Sorted software in 18 countries, the retailer is using SortedPRO to access multiple carriers through a single integration, immediately increasing connections to load of new delivery services. Cost savings could be realised through intelligent shipping allocation rules and generating carrier compatible labels first time.
The Results
- Huge delivery experience improvements
By making realistic promises and having a true view on carrier performance, delivery-related customer enquiries dropped by 35% and NPS rose by 6% – happy customers, happy retailer.
- 20% increase in basket conversion
Customers are now driven to shop direct with the brand, rather than through third parties. Displaying varied, dynamic delivery options earlier in the journey means delivery is removed as a purchase blocker and drop out is reduced.
- Agile delivery management
Single carrier to multi-carrier – increasing access to carrier services meant a massive cost-saving in contracts and IT resource with integration and maintenance made simple.
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