Sorted > Case Studies > Revamping Home Delivery for a Global Electronics Brand: A Customer Experience Transformation

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

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 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.

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

The partnership with Sorted led to significant improvements in the retailer's delivery experience. By having access to multiple carriers through a single integration, the retailer was able to offer a more dynamic and flexible delivery experience to its customers. This not only improved the customer journey but also led to a significant increase in basket conversion, with more customers choosing to shop directly on the retailer's website rather than through third parties. The ability to generate carrier compatible labels the first time also led to budget efficiency. Furthermore, the retailer was able to make more realistic promises to customers and have a true view of carrier performance, leading to a drop in delivery-related customer enquiries and an increase in their Net Promoter Score.

Quantitative Benefit