1. Getting Ahead of “Where’s My Order?” Calls.
Although Snipes prides itself on speedy processing time, there was no way they were going to compete with Amazon based on speed alone.
WeSupply helped them take a different route to solve this problem – proactive notifications. Turns out, most customers aren’t particularly impatient (within reason), but they just don’t like being kept in the dark. Snipes was able to increase customer satisfaction while cutting down on “Where’s my order?” calls by keeping them informed through every step of the processing, shipping, and delivery process via emails and sms notifications.
Together we proved that setting deliverable expectations and empowering the customer are at the core of every great shopping experience.
2. Simplifying Split Shipment Scenarios.
WeSupply helped Snipes get ahead of these phone calls by clearly showing customers the multiple shipments that comprise their order in our tracking page and letting them know what each box contains as well as when it will arrive.
The customer gets notified about each package through SMS and email, keeping them in the know during all stages of the shipment. Furthermore, Snipes was able to optimize their order processing flow by using the WeSupply dashboard to analyze shipping performance by location.
This provided information well beyond what they could gather from their company average, and let them pinpoint exactly which locations were falling short of expectations. In one example, a high volume store was bringing the average down with lagging performance.
Turns out the store was experiencing very busy peaks just after lunch, so there was no one in the back processing web orders. A quick staffing addition got the store back up to speed and it continues to be a top performer.
3. Consolidating Tracking Numbers & Tracking Pages for Clarity.
In situations where there are multiple carriers used to ship a package, WeSupply’s intelligent order tracking system detects when the box changes hands.
In this case, we know the exact moment when UPS passes the order to USPS, and we can update the tracking page accordingly. Snipes’s customers no longer have to manage two tracking numbers or use a separate page at any stage of the item’s journey – it’s all there for them on our one convenient page.
Thankfully this cut back dramatically on confused phone calls to Snipes’ support team, freeing them up to better use their time.
4. Simplifying Returns.
WeSupply teamed up with Snipes to pick out the pain points in their process and help clarify return rules for their customers.
How? First we clearly show the customer how many days are left to return a product, on an item by item basis, on the order detail page. Then in the event that the customer does wish to make a return, we give them the ability of self-service – clearly guiding them along the way to cut back on phone calls. If the customer wishes to return the item to their local Snipes, we notify the store upon the return’s completion as well as give the customer proof of approval.
This makes the interaction quick and friction-free as the associate is able to process the return quicker and the customer doesn’t need to explain themselves.
5. Organizing & Clarifying Valuable Data Points.
Snipes had the right data, they just needed a little help (and a BI tool) to centralize it all!
WeSupply’s dashboard was able to help by pulling all order and transactional data from various systems and putting it into one easy to read place. We helped get all departments on the same page about key facts like how many orders were placed, how many orders have/haven’t been processed, where the items are shipping from, and how much money they took in (demand sales) versus how much they’ve actually banked (shipped sales).
Having a clear grasp on the facts, across all departments, has boosted Snipes’s agility in taking important decisions and optimizing their business! Also, all data points are sent to Magento BI for further analysis, letting Snipes take the information even further.