How The White Willow Reduced WISMO Calls By 56% With ClickPost

Tossing & Turning

Since its dreamy beginnings in 2015, The White Willow has helped over half a million customers worldwide sleep better. However, calls on order status were making the in-house team lose sleep. In a world previously dominated by legacy brands that had compounded trust at a steady pace over decades, it was not easy to build trust for a start-up e-commerce company that offers limited order visibility.

One thing led to another, and they soon realised the entirety of their logistical operations was in disarray. Many of their tasks were manual and chasing the paper trail was proving to be a nightmare. The support team encountered a chaotic influx of follow-up tasks and a constant barrage of WISMO (Where-is-my-order) inquiries flooding in each day.

Managing returns was another huge pain-point for The White Willow. As they provide a trial period of a few weeks to all customers, the manual returns & exchange process was cumbersome and inefficient. And the never-ending saga brought with it a whole loop of time-consuming tasks to stay on top of.

The White Willow was forced to remain in constant touch with various courier partners to ensure that all their orders were on their way, but this is no viable plan of action for a rapidly scaling business. Despite The White Willow's earnest efforts to streamline shipment tracking by collaborating with their courier partners it just didn't hit the mark and a solution remained elusive.

Finding the Perfect Match

The White Willow was hunting for an end-to-end logistics solution that could:

1) Provide real-time status to customers via a branded order tracking page

2) Send shoppers real-time order tracking notifications across multiple channels

2) Automate resolutions of shipping exceptions to ensure on-time delivery

3) Automate returns management and processing

Bouncing Back From Sleepless Nights

The turning point arrived with the integration of ClickPost into their system. This innovative addition marked a transformative shift, significantly alleviating the burden of customer complaints and fostering a newfound sense of efficiency and control within their logistics framework via order visibility & alerts and automated management of returns & delays.

On Cloud Nine…

The White Willow achieved a remarkable 50% reduction in failed deliveries, slashed customer queries by an impressive 56%, and have doubled their tracking page visits.

The White Willow X ClickPost, automated notifications for everyone's peace of mind!