Reduction of order status inquiries by 68% for a shoe store
Customers kept calling to ask where their shoe was. We connected the courier system with automatic emails and a bot on the site.
The store was selling thousands of pairs of shoes monthly, but employees spent half the day on the phone. Customers were frustrated not knowing where their package was. We checked this on 423 clients and fixed the problem in 8 weeks.
The challenge
In August 2023, the company received exactly 1,423 phone calls regarding only the order status. Each call lasted an average of 4 minutes and 12 seconds. This gave almost 100 hours of consultant work monthly to answer the same question repeatedly.
Employees were exhausted, and service costs grew by 12% each month. Additionally, human error when manually copying shipping numbers into messages happened in every 15th email. This generated even more unnecessary questions and nerves.
Our approach
Our team, consisting of an analyst and two implementers from Impuls Poznań Consulting, spent four days in the client's office on Głogowska Street. We observed how data moves from the warehouse to the system. It turned out that shipment information reached the customer with a 24-hour delay.
We simplified this entire flow. Instead of waiting for the end of the day, the system was set to send data immediately after the warehouse worker applied the label. No more manual work transcribing package numbers.
The solution
We implemented a notification system connected directly to the InPost and DPD APIs. We created a simple bot on the store's home page. After entering the order number, the bot immediately shows a map with the current location of the package.
Additionally, we implemented a CRM system that sends an SMS at the moment the courier is near the delivery address. Everything works automatically. Office workers no longer have to click anything manually for the customer to know what is happening with their shoes.
Results
Only numbers count. Thanks to automation, we unburdened the office team, who can now focus on sales instead of looking for packages in courier systems. It simply works.
Timeline
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October 2023Process analysis in the office and warehouse in Poznań.
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October 2023Building API integration with InPost and DPD systems.
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November 2023Tracking bot tests on a group of 100 random customers.
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November 2023Launch of full automation and staff training.
"Previously, there was constant noise and ringing phones in the office. Now there is peace, because customers see everything in emails. Impuls Poznań Consulting did it specifically and without fluff."