Company background
Founded in 2005 and acquired in 2011, Cuir City specializes in the sale of leather clothing, particularly jackets and pants, with a strong web presence. Cuir City expanded in France with 9 physical stores until 2019, before refocusing on e-commerce. Today, the company operates in several European markets, with sites in Germany, Spain, Italy and the UK. Cuir City is recognized for the quality of its products and its dedicated customer service.
Cuir City chose WelcomeTrack to meet its needs
Prior to working with WelcomeTrack, Cuir City was experiencing a large number of support tickets relating to parcel location (WISMO), generating a heavy workload for customer service. Customers frequently wanted to know where their order was, which increased the volume of calls and emails to customer service, particularly during busy periods. Cuir City needed a solution that would not only reduce this volume of tickets, but also improve transparency and customer satisfaction by offering proactive and accurate delivery information.
WelcomeTrack has enabled us to set up early alerts to track parcels experiencing delivery problems, enabling us to act proactively and keep customers informed.
Christophe Calmes, Customer Service Manager at Cuir City
Solutions implemented with WelcomeTrack :
1 – Proactive communication
Cuir City uses WelcomeTrack to automatically send tracking emails to its customers, providing them with detailed information on the status of their order. This approach has significantly reduced the number of incoming tickets and calls related to parcel location issues.
2 – Internal alerts
WelcomeTrack also enables Cuir City to receive upstream alerts on at-risk parcels, enabling customer service to intervene proactively before the customer reports a problem.
3 – Dual communication
To guarantee reliable information distribution, Cuir City has chosen to maintain the sending of notifications both by carriers and via WelcomeTrack. This approach ensures that customers always receive the correct information about their order, even in the event of a malfunction or error in one of the systems.azq
Conclusion
Cuir City’s collaboration with WelcomeTrack has enabled the company to significantly improve its post-purchase management process, reduce the number of delivery-related customer queries and provide a better customer experience. Not only has this solution optimized customer service, it has also helped build loyalty among satisfied customers, who are reassured by the quality of order tracking.
Cuir City’s future projects with WelcomeTrack
Cuir City is planning to migrate to Shopify, which will open up new integration possibilities with WelcomeTrack to further optimize the customer journey, particularly on the post-purchase side. This migration is part of the company’s overall digital transformation project.