Sorted Case Studies Ship from Store: A Luxury Retailer's Journey to High-End Customer Experience

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	Ship from Store: A Luxury Retailer's Journey to High-End Customer Experience Sorted

Ship from Store: A Luxury Retailer's Journey to High-End Customer Experience

Sorted

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The partnership with Sorted and the implementation of their solutions led to significant operational improvements for the retailer. They were able to easily pivot carrier services for disruption and peak trading, leading to seasonal promotion success. The ship from store initiative allowed them to utilize stock trapped in stores to fulfill online demand, a strategy that proved especially useful during the pandemic. The retailer also plans to introduce more parcel delivery options and implement Track for branded delivery tracking. The use of smart shipment allocation rules led to a reduction in costs and an increase in customer promises met, optimizing both cost to serve and customer experience.

Impact #1

The partnership with Sorted and the implementation of their solutions led to significant operational improvements for the retailer. They were able to easily pivot carrier services for disruption and peak trading, leading to seasonal promotion success. The ship from store initiative allowed them to utilize stock trapped in stores to fulfill online demand, a strategy that proved especially useful during the pandemic. The retailer also plans to introduce more parcel delivery options and implement Track for branded delivery tracking. The use of smart shipment allocation rules led to a reduction in costs and an increase in customer promises met, optimizing both cost to serve and customer experience.

Benefit #1	102% growth in shipment volume in Q4 vs. Q2 2020
Benefit #2	Plans to expand their delivery offering and grow into new international markets
Benefit #3	Successful rollout of the ship from store proposition

Benefit #1

102% growth in shipment volume in Q4 vs. Q2 2020

Benefit #2

Plans to expand their delivery offering and grow into new international markets

Benefit #3

Successful rollout of the ship from store proposition

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Overview

Ship from Store: A Luxury Retailer's Journey to High-End Customer Experience

Operational Impact

Quantitative Benefit