In less than a year, the fastest-growing sportswear brand in Northern Europe has saved €12,000 in customer service costs and massively improved the CTR on communications.
Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. A result not only of an outstanding product range, but in huge improvements made to the post-purchase customer experience after partnering with nShift, the global leader in delivery and experience management.
In less than 12 months since deploying nShift Track, ICIW has seen a 50% reduction in delivery-related questions from customers. This reduction in workload for its customer service team is saving ICIW around €12,000 every year. In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. Its nShift-powered order tracking messages have a 25% CTR (click-through rate) compared to an industry average of around 18%.
Maarten Tops, Product Director at nShift said, “ICIW demonstrates how vital the delivery experience is to the growth of a company. The results speak for themselves. For consumers, their deliveries are more than boxes and bags but the foundation of a long-standing relationship with a brand that communicates and connects with them on many levels.”
Pontus Eriksson, Chief Operating Officer, ICIW said, “Being able to communicate directly to customers has been a game-changer in terms of handling enquiries relating to orders and getting visibility of the data so that we can continually improve the service we offer.”
ICIW began working with nShift after experiencing rapid growth that its order tracking systems couldn’t keep pace with. Orders were tracked via the portals of the shipping companies it used. This created inconsistent customer communications experience and left the business with limited visibility around the speed and success of its orders. As research shows that 93% of online shoppers want to be kept in the loop with regular updates regarding their shipments, this was a considerable issue for a company with ambitious growth targets.
ICIW chose to use nShift Track. This multi-channel tracking and post-purchase communication solution gives the business and customers a clear read on the status of deliveries. It enables ICIW to keep customers up to date with the status of each delivery and crucially, it ensures customer communications have a consistent look and feel that reflects the brand.
Eriksson concluded, “The only way we were communicating directly with our customers in regards to their orders was a basic email from the warehouse. It contained a URL which directed them to the portal of the shipping company. It was ugly and not at all reflective of the brand we had created – something nShift has helped us solve.”
About nShift
nShift’s delivery & experience management platform drives ecommerce success. Grow beyond limits with constant innovation and the world’s largest carrier network. Build customer loyalty with end-to-end tools that enhance experience. Unify data into usable insight that connects and optimizes processes. With nShift, make delivery the essential link between your brand and your customers. For more information visit www.nshift.com.
