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Revamping Home Delivery for a Global Electronics Brand: A Customer Experience Transformation
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Electronics
- Transportation
Applicable Functions
- Logistics & Transportation
- Maintenance
Use Cases
- Last Mile Delivery
- Retail Store Automation
Services
- System Integration
The Challenge
The client, a globally recognized home electronics and beauty retailer, was facing several challenges in their direct-to-consumer (D2C) commerce model. Despite having a significant presence through concessions, resellers, and department stores, the brand was struggling to control the customer experience and increase sales through their own D2C ecommerce channel. The ecommerce customer journey was hampered by a clunky delivery experience, starting with a static checkout that displayed prescriptive delivery options. The fulfillment and logistics operation was not configured for global expansion, with complexities around multi-carrier consignment allocation. Furthermore, the brand was limited to a single carrier offering, and the lack of a dynamic checkout was negatively impacting the customer experience. Delivery was a sticking point for converting browsers to buyers, and basket conversion was a significant pain point.
About The Customer
The customer is a leading innovator in the home electronics and beauty space. This British-born retailer has a global footprint, with parcel shipment volumes in the millions and revenues in the billions. The brand has a significant presence through concessions, resellers, and department stores. However, they were looking to pivot their model to increase sales through their own direct-to-consumer ecommerce channel. The brand is known for its commitment to customer experience and was seeking innovative delivery experience technology to maintain its position as a pioneer in this area.
The Solution
The retailer partnered with Sorted, a delivery experience platform, to address these challenges. After a rigorous selection process, the retailer chose Sorted's Ship solution, which enabled them to access multiple carriers through a single integration. This immediately increased connections to a variety of specialist ecommerce delivery services. The Ship solution also allowed for cost savings through intelligent shipping allocation rules and generating carrier compatible labels the first time, leading to budget efficiency. The partnership with Sorted allowed the retailer to make realistic promises to customers and have a true view of carrier performance. It also enabled the retailer to display varied, dynamic delivery options earlier in the customer journey, removing delivery as a purchase blocker and reducing dropouts.
Operational Impact
Quantitative Benefit
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