Company background
Cuvée Privée is a wine e-tailer founded in 2018. The company offers a multi-channel offering with a boutique in Paris and an online sales site, including quarterly boxes. The company makes around 80,000 shipments a year, with peaks of up to 8,000 parcels a day. It uses several carriers, including DPD and Mondial Relay.
Cuvée Privée chose WelcomeTrack to meet two main needs
1 – Centralized parcel tracking
Cuvée privée was using several carriers, making logistics management a complex task for a small team. WelcomeTrack enabled them to centralize tracking information, simplifying the work of the customer service and logistics teams.
“WelcomeTrack consolidates all tracking information, enabling us to detect orders quickly and facilitate investigations in the event of problems.” Marie, Co-founder and COO Cuvée Privée.
2 – Improving customer communication
Inaccurate communications from carriers were leading to frustration among customers, due to a lack of visibility on the status of their parcels. In particular, this was a problem for the quarterly “boxes”, personalized sets sent out every three months and containing exclusive products. This lack of tracking led to calls to customer service (WISMO) and complaints, increasing operational costs and reducing customer satisfaction.
In response to this problem, Cuvée Privée has adopted the WelcomeTrack solution, which enables it to send order tracking notifications in the brand’s colors. Thanks to this solution, Cuvée Privée can proactively inform its customers of every stage in the progress of their order, from shipment to delivery.
Personalized notifications not only keep customers engaged throughout the process, but also reduce uncertainty and anticipate potential delivery problems. As a result, this reduces the number of contacts with customer service, increases customer confidence in the delivery service, and improves overall brand perception.
By integrating WelcomeTrack, Cuvée Privée not only solved the carrier communication problem, but also strengthened its relationship with its customers by offering them a seamless tracking experience consistent with the brand’s identity.
“This has enabled us to set up early alerts to track packages encountering delivery problems, allowing us to act proactively and keep customers informed.”
WelcomeTrack results
1 – Improved customer communication
Thanks to WelcomeTrack, Cuvée Privée has seen a 25-30% reduction in the rate of unclaimed parcels, resulting in a significant financial gain. The cascade effect also reduces the costs associated with returns, re-routing, claims management and customer support. By optimizing delivery management and keeping customers proactively informed about the status of their orders, Cuvée Privée has been able to reduce losses and improve operational efficiency, which has a direct impact on profitability.
2 – The ability to personalize communications with customers in an ultra-targeted and relevant way
WelcomeTrack’s real strength lies in its flexibility to configure e-mails according to very specific criteria, not only according to transport status, but also according to shipment type.
Conclusion
Cuvée Privée’s experience with WelcomeTrack has been beneficial, particularly in terms of improving customer communication and reducing parcel returns. Marie, Operations Manager at Cuvée Privée, recommends WelcomeTrack to other e-tailers for its ability to personalize communications, a major asset for any company seeking to optimize the post-purchase experience.
Cuvée Privée’s future projects with WelcomeTrack
Cuvée Privée continues to focus on improving customer experience and loyalty, crucial elements for the company’s survival and growth in a context where customer acquisition costs on platforms such as Google and Meta are rising. Customer satisfaction, linked to delivery quality, remains a priority, as does the expansion of the product offering.