Sorted
Case Studies
Revamping Home Delivery for a Global Electronics Brand: A Customer Experience Transformation
Overview
Revamping Home Delivery for a Global Electronics Brand: A Customer Experience TransformationSorted |
Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries | |
Electronics Transportation | |
Logistics & Transportation Maintenance | |
Last Mile Delivery Retail Store Automation | |
System Integration | |
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
Delivery-related customer enquiries dropped by 35% | |
Net Promoter Score (NPS) rose by 6% | |
20% increase in basket conversion | |