Founded as the one-stop shop for do-it-yourselfers everywhere, this multibillion-dollar multinational home improvement giant set out to improve the customer experience for retail and eCommerce shoppers. Specifically, they were looking to significantly improve Customer Satisfaction (CSAT) scores. They partnered with project44 to make it happen.
The Challenge
If you’ve ever shopped anywhere, you know just how frustrating a poor customer experience can be. Providing customers with a good experience – both in person and online – is crucial to earn trust, gain repeat business, promote loyalty, and drive the bottom line.
In fact, according to data from Salesforce, 76% of customers expect companies to understand their needs and expectations. And when retailers meet or exceed those expectations, 84% of customers say they feel loyal to the brand and are more likely to make repeat purchases.
Moreover, research by PwC found that 32% of customers would stop doing business with a brand they loved after just one bad experience. On the other hand, a study by Temkin Group discovered that customers who have a positive experience are 80% more likely to make another purchase.
With competition on the rise and consumer budgets stretched thin by rising inflation and an uncertain economy, providing a positive retail experience in every single interaction counts more now than ever before.
The Solution
To help, this large retailer turned to project44’s robust visibility platform. As a result, they now attribute a significant improvement in CSAT scores to their partnership with project44, and specifically their utilization of our extensive eCommerce visibility functionality.
The Results
Enhanced Tracking and Communication
Processing more than eight million orders each month means this retailer needs extensive delivery tracking. By utilizing project44’s eCommerce Case Management system, they were able to resolve around 30,000 cases every month. But they didn’t stop there. In March of this year, this retailer took their customer communication to the next level by activating push notifications through their proprietary mobile app, powered by project44’s Last Mile data feed.
Improved Customer Experience
With the integration of Last Mile data, this project44 customer was also able to expand their ability to provide more detailed and granular status updates to their customers. In the past, customers would receive a generic email with a tracking link when they ordered an item like a laundry machine. With the implementation of project44’s Last Mile solution, our customer offered end users a branded experience directly within their mobile app – sharing real-time status updates directly from carriers. This gives customers access to information such as scheduled delivery time, pickup confirmation, transit updates, and even a precise 1–2-hour window for the item’s arrival.
The Benefits of Retail Solutions from project44
The decision to utilize Last Mile data and functionality from project44 had a profound impact on this retailer’s CSAT score. By providing customers with more visibility, control over their deliveries, and improved delivery times – especially for big and bulky items – they were able to increase their CSAT score by an impressive 10 points. This significant improvement demonstrates the value leveraging data-driven solutions provides to enhance the customer experience.