Sorted Case Studies Improving Post-Purchase Experience: N Brown's Journey with IoT

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	Improving Post-Purchase Experience: N Brown's Journey with IoT Sorted

Improving Post-Purchase Experience: N Brown's Journey with IoT

Sorted

Technology Category	Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Telecommunications Transportation
Applicable Functions	Logistics & Transportation Procurement
Use Cases	Last Mile Delivery Track & Trace of Assets
Challenge	N Brown, the home of JD Williams, Simply Be, Ambrose Wilson, and Jacamo, was facing challenges with their customer journey and brand experience. The company had launched the JD Williams app to serve their loyal customers in a smart way. However, eight months after the launch, they realized that the post-purchase experience needed more focus. The order tracking on the JD Williams app was limited and required complex developmental workarounds to make the content richer and the app more customer-friendly. The company was also relying on third-party carrier tracking sites, which led to a poor user experience as customers were redirected away from the app and the brand experience. Furthermore, there was a lack of visibility of user behavior, which was crucial for improving the app and the overall customer experience. Read More
About Customer	N Brown is a Manchester-based business with a heritage spanning over 150 years. The company is home to JD Williams, Simply Be, Ambrose Wilson, and Jacamo, boasting fantastic brands and a broad range of products loved by millions of loyal and satisfied customers. N Brown currently employs around 2,400 people. The company is customer-obsessed and is always looking for ways to serve their customers in a smart and efficient way. They launched the JD Williams app to provide a seamless shopping experience for their customers, and they are constantly working on improving the app and the overall customer experience. Read More
Solution	N Brown decided to use Track, a powerful delivery tracking platform, to improve the post-purchase experience on the JD Williams app. Track aggregates all carrier data and presents it in a branded, consistent, and customer-friendly way. This allowed N Brown to put live parcel delivery history directly into the JD Williams app, giving customers total control over what they see and when. This also enabled customers to self-serve their 'where is my order' queries, making the process more convenient. The integration of Track was led by the N Brown Logistics and Customer Experience teams, and the Track Beta trial period was officially kicked off by the N Brown Innovation Team. Despite some initial teething problems, N Brown worked closely with the Sorted team to understand the gaps and align, which ultimately led to a much better solution. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Telecommunications

Transportation

Applicable Functions

Logistics & Transportation

Procurement

Use Cases

Last Mile Delivery

Track & Trace of Assets

Challenge

N Brown, the home of JD Williams, Simply Be, Ambrose Wilson, and Jacamo, was facing challenges with their customer journey and brand experience. The company had launched the JD Williams app to serve their loyal customers in a smart way. However, eight months after the launch, they realized that the post-purchase experience needed more focus. The order tracking on the JD Williams app was limited and required complex developmental workarounds to make the content richer and the app more customer-friendly. The company was also relying on third-party carrier tracking sites, which led to a poor user experience as customers were redirected away from the app and the brand experience. Furthermore, there was a lack of visibility of user behavior, which was crucial for improving the app and the overall customer experience.

About Customer

N Brown is a Manchester-based business with a heritage spanning over 150 years. The company is home to JD Williams, Simply Be, Ambrose Wilson, and Jacamo, boasting fantastic brands and a broad range of products loved by millions of loyal and satisfied customers. N Brown currently employs around 2,400 people. The company is customer-obsessed and is always looking for ways to serve their customers in a smart and efficient way. They launched the JD Williams app to provide a seamless shopping experience for their customers, and they are constantly working on improving the app and the overall customer experience.

Solution

N Brown decided to use Track, a powerful delivery tracking platform, to improve the post-purchase experience on the JD Williams app. Track aggregates all carrier data and presents it in a branded, consistent, and customer-friendly way. This allowed N Brown to put live parcel delivery history directly into the JD Williams app, giving customers total control over what they see and when. This also enabled customers to self-serve their 'where is my order' queries, making the process more convenient. The integration of Track was led by the N Brown Logistics and Customer Experience teams, and the Track Beta trial period was officially kicked off by the N Brown Innovation Team. Despite some initial teething problems, N Brown worked closely with the Sorted team to understand the gaps and align, which ultimately led to a much better solution.

Impact #1	The integration of Track into the JD Williams app has led to a slicker, more seamless tracking for users. By keeping the customer in the app, N Brown has been able to gain analytics benefits. They now have a better understanding of what tracking needs their customers have, which allows them to continuously improve the app and the customer experience. The company now completely controls the customer insight. The user is kept firmly within a native page on the app, which means N Brown can provide a much better customer experience. The post-purchase experience has significantly improved, which has a strong influence on loyalty, CSAT scores, NPS, and even conversion.

Impact #1

The integration of Track into the JD Williams app has led to a slicker, more seamless tracking for users. By keeping the customer in the app, N Brown has been able to gain analytics benefits. They now have a better understanding of what tracking needs their customers have, which allows them to continuously improve the app and the customer experience. The company now completely controls the customer insight. The user is kept firmly within a native page on the app, which means N Brown can provide a much better customer experience. The post-purchase experience has significantly improved, which has a strong influence on loyalty, CSAT scores, NPS, and even conversion.

Benefit #1	33% reduction in visits to the out-of-app order tracking during the initial Beta trial
Benefit #2	Mobile click through from the 'order details' page to the 'parcel history' page is 83%, showing a massive appetite for this information

Benefit #1

33% reduction in visits to the out-of-app order tracking during the initial Beta trial

Benefit #2

Mobile click through from the 'order details' page to the 'parcel history' page is 83%, showing a massive appetite for this information

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Overview

Improving Post-Purchase Experience: N Brown's Journey with IoT

Operational Impact

Quantitative Benefit