Company background
Founded 5 years ago, la marque en moins is a committed e-tailer of everyday products, from baby products to hygiene and cleaning products. What sets the company apart is its commitment to responsible products and short supply chains.
With a customer base of 50,000, the company ships around 20,000 parcels a month from its warehouse in the Nord region of France. Shipments are handled by a dozen carriers, including Colissimo, Chronopost, Mondial Relay and Shop to Shop.
The brand chose WelcomeTrack to address three issues:
The brand strives to guarantee an optimal customer experience, including during delivery. However, the diversity of carriers created challenges:
- The lack of proactive communication on the part of some carriers increased the risk of packages not being picked up or returned.
- The lack of precise monitoring of delivery times and customer preferences made it difficult to assess carrier quality.
- The management of customer notifications to prevent parcels from remaining too long in the relay point was limited.
“There are many different solutions offering similar services, but today Welcome Track’s value for money is unbeatable.” Sofiane Rahmani, Growth Ops – minus the brand
Solutions implemented with WelcomeTrack :
1 – Proactive customer notification
WelcomeTrack now enables the brand in question toinform its customers of the status of their order, even for carriers that did not previously offer automated email or SMS notification. For example, for Colis Eco, WelcomeTrack sends notifications to warn customers of pending deliveries or drop-offs at relay points.
This proactive communication significantly reduces the number of returned parcels, optimizing both costs and customer satisfaction.
2 – Carrier performance analysis
Thanks to its detailed dashboards, WelcomeTrack can measure delivery times and the fulfillment of carrier promises. The brand can then identify which carriers are performing well, and which need improvement.
For example, a key KPI is the percentage of deliveries made on time (currently 70% for Mondial Relay). This data facilitates strategic decisions, such as maintaining or replacing carriers.
3 – Optimizing customer notifications
The WelcomeTrack solutionsends reminders when parcels are left too long at a relay point. Customers are informed that they have a few days to collect their order, thus avoiding unnecessary returns.
4 – Marketing perspectives integrated into notifications
The brand in less explores adding marketing elements to its notifications, such as NPS surveys, customer reviews, or even upsell opportunities.
Solutions implemented with WelcomeTrack :
Reducing returns
Thanks to proactive notifications and reminders, the number of unrecovered parcels has fallen, reducing the associated financial losses.
Improving customer satisfaction
Customers now benefit from clear, reassuring communication about their orders.
Optimizing carrier decisions
Access to analytical data on carrier performance has enabled more efficient management of logistics partners.
Conclusion
By integrating WelcomeTrack, the brand has transformed its post-purchase management, reducing unnecessary returns and boosting customer satisfaction through proactive communication and detailed analysis. This collaboration illustrates how a well-adapted tracking and notification solution can optimize logistics processes while having a direct impact on customer loyalty and trust.
Less about the brand’s future projects with WelcomeTrack
Reinforce personalized notifications:
Integrate other carriers into the WelcomeTrack platform and enrich notifications with marketing elements and customer feedback tools.
In-depth data analysis:
Use KPIs to fine-tune business decisions, particularly when choosing carriers based on value for money and customer satisfaction.