Ship from Store: A Luxury Retailer's Journey to High-End Customer Experience
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Retail
- 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 British luxury lifestyle brand that has been in operation for over 40 years. They are an internationally recognized name selling through their own stores, ecommerce shop, third-party retailers, and concessions. They have a strong presence in the UK and are continuing to grow internationally with over 120 stores across 25 countries and a robust international digital network. The brand is known for its high-end products and is committed to providing a superior customer experience.
The Challenge
The luxury fashion retailer was facing a multitude of challenges. With shipment volumes doubling during peak periods and plans for further international expansion, their existing direct carrier integration was no longer sufficient. The COVID-19 pandemic brought about sudden changes in customer behavior, leading to the closure of their high street stores, a strained central warehouse, and stock trapped in shops. The Brexit transition added to the complexity with new processes, roadblocks for international exports, and increased risk with no option to reroute deliveries. As more customers began shopping online, the brand's operations were not scalable enough to meet the growing customer expectations. They were also dealing with high carrier maintenance costs, too many manual processes, complex integrations, and a lack of real-time carrier data, making it difficult to adapt their operations quickly or gain key insights on the customer journey.
The Solution
The retailer partnered with Sorted, a delivery and carrier management partner, to overcome these challenges. Sorted provided a single integration carrier cloud, giving the retailer access to thousands of carrier services. With advanced shipping rules and real-time service availability checks, the retailer could effortlessly ship from store. To reduce customer contacts, increase brand engagement, and boost CSAT and NPS, the brand chose to use Track, a delivery tracking platform. This allowed them to keep customers informed about their parcel deliveries and enabled customers to self-serve updates. The retailer also rolled out the ship from store proposition, which was especially useful during the pandemic to utilize stock trapped in stores to fulfill online demand. They also used smart shipment allocation rules to optimize cost to serve and customer experience.
Operational Impact
Quantitative Benefit
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